Job Purpose
The Customer Success Representative is responsible for ensuring clients achieve maximum value from the company’s products and services. Reporting to the Customer Success Manager, the representative plays a key role in building long-term relationships with customers by driving adoption, supporting onboarding, and addressing client needs throughout the customer lifecycle.
This role involves assisting with account management, providing proactive support, facilitating training and enablement, and monitoring customer satisfaction to identify opportunities for growth. The Customer Success Representative also works closely with cross-functional teams including Sales, Product, and Support to resolve client issues, advocate for customer needs, and ensure seamless customer experience.
Key Result Areas
- Support the Customer Success Manager with client success planning and execution
- Maintain accurate customer records and account data within systems such as Salesforce and Zendesk
- Drive customer retention through proactive engagement, onboarding, and adoption initiatives
- Identify and close opportunities for account expansion.
- Collaborate with Marketing, Sales, Product, and Support teams to deliver a seamless customer experience and ensure client needs are met
- Prepare and deliver reports on key metrics such as retention, satisfaction scores, and expansion opportunities
- Respond to customer queries and resolve issues in a timely and professional manner
- Provide account insights including usage data, feedback, and health indicators to inform strategies
- Contribute to customer success projects aimed at improving processes, tools, and overall client outcomes
Knowledge, Skills and Experience
- Proven experience as a Customer Success Representative, Account Manager, or in a client facing support role
- Hands on experience with customer management tools such as Salesforce, Zendesk, or equivalent CRM and ticketing platforms
- Strong computer literacy, particularly with MS Office and reporting tools
- Understanding of customer success metrics such as retention, churn, adoption, and expansion
- Excellent organisational skills with the ability to prioritise multiple accounts and projects
- Strong written, verbal, and in person communication skills with a customer centric approach