Customer Success Associate

Invision360; United Kingdom; Remote; GBP 25,000 - 30,000

Job description

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Head of Customer Success | Health & Ed Tech | B2B SaaS Start Ups | AI

Position Title: Customer Success Associate

Job Type: Full-time

Location: Remote

Department: Customer Success

Reports To: Senior Customer Success Manager

Who We Are

Invision360 are a SaaS scale up in the education and health tech space, on a mission to improve service quality and positive outcomes for children and young people with Special Educational Needs and Disabilities (SEND). Founded in 2021 by CEO and experienced SEND service leader Philip Stock, we proudly build our digital solutions using expert knowledge and industry experience, and continuously partner and collaborate with Local Authorities around the UK to address real-life challenges. We provide innovative quality assurance solutions that empower public sector teams to increase the efficiency, consistency, and quality of their Education and Health Care Plans (EHCP) and processes. Our latest AI-powered product is designed to help professionals spend less time on administrative tasks and more time collaborating with schools and families, to provide more person-centred, holistic, and meaningful support. We are a small, remote-working team of like-minded, driven, and passionate individuals who remain cohesive and committed to achieving our company goals, with a supportive and flexible work culture shaped by our employees. Join us and be part of a dynamic team making a real difference in the lives of children and young people with SEND.

Why Join our Customer Success Team?

Customer Success is the heart of any SaaS organisation, where empathy meets impact. This role goes beyond selling products or managing accounts; it involves building deep, trusted relationships to create lasting value, listening empathetically to understand needs and solve problems, ensuring customers achieve their desired outcomes. Acting as the glue between Sales and Product, you will advocate for and empower customers, improve our products, and drive real business growth.

In the SEND industry, Customer Success is even more rewarding as we are not just supporting customers, we are enabling life-changing outcomes. The work we do at Invision360 is purpose driven, with every success story reflecting a tangible difference in someone’s life. Working in the digital industry you will have an unparalleled opportunity to be at the forefront of innovation, and drive these meaningful outcomes at scale. Customer Success thrives on leveraging data, innovation, and automation, to streamline and enhance processes, predict customer behaviour, optimise engagement, and ensure seamless adoption of technology.

In this dynamic role, and fast paced environment, you will quickly build a diverse and comprehensive set of interpersonal, analytical, and strategic skills. Focusing on communication, problem-solving, and cross-team collaboration, combining analytical insights with creativity and industry expertise, Customer Success is a perfect launchpad for career growth across leadership, product development, and other customer-focused careers. The Customer Success team at Invision360 champions continuous growth, where we share knowledge, humbly celebrate wins, embrace setbacks, and encourage each other to be innovative and creative in an environment where everyone feels aligned, valued, and inspired.

Role Overview

We are seeking a motivated, ambitious, and detail-oriented Customer Success Associate to join our growing team. The ideal candidate will also assist our Customer Success Managers in ensuring our customer accounts have positive experiences, providing support, guidance, and solutions. You will help to onboard, build, and maintain relationships, track deliverables and follow up on touch points, collect and analyse feedback, provide support and resolve issues. You will be a product expert, providing usability testing, technical support, and data reporting. Your primary focus is to ensure our products are customer-centred and value-driven, by providing exceptional customer service to ensure continued engagement, feedback, satisfaction, and retention. The ultimate goal would be to progress to a CS Manager.

Key Responsibilities

• Customer Onboarding: Help with the onboarding process for new customers, including fast account setup and team training to ensure a smooth transition to using our solutions, and maximise time-to-value. Create educational content such as tutorials, webinars, and documentation, ensuring customers are knowledgeable about product features and best practices.
• Customer Engagement and Reporting: Attend customer meetings to track progress and concerns, documenting minutes, action items, and follow-up tasks. Monitor and track the progress of deliverables to ensure timely completion and adherence to customer expectations. Focus on product adoption and health score metrics to predict and minimise churn, and identify opportunities for support and growth. Collaborate with CSMs to create customised reports that address specific customer needs, demonstrate engagement and outcome progress, and drive retention.
• Customer Support: Assist in managing and resolving technical issues promptly and efficiently, ensuring high customer satisfaction. Document and track support tickets, escalating complex issues to higher-level CSMs. Test product usability and acceptance against customer needs to ensure customers get a high quality experience. Help to develop resources for a self-help desk that gives customers 24/7 access to support, and facilitates product engagement.
• Customer Retention, Expansion, and Advocacy: Support CSMs to proactively monitor customer health and satisfaction levels, address potential issues, and mitigate churn. Help to drive long-term loyalty and advocacy by identifying opportunities for cross-selling products, and opportunities for case studies that showcase success for the customer. Collect and share customer success stories and testimonials that help to promote our products and services.
• Customer Feedback and Improvement: Collect and analyse customer feedback and product engagement data to identify trends, pain points, and opportunities for improvement, and ensure continuous value enhancement of our service and products.

Qualifications and Skills

Education:

• Relevant qualification in Business, Marketing, Communications, Psychology or a related field is desired (but not essential).

Experience:

• Previous experience in a customer-facing role
• Experience in customer relationship management, customer onboarding, customer engagement, and / or project management
• Experience in any / all phases of technical or project design, development, user and acceptance testing, implementation, and training.
• Experience analysing data and presenting actionable insights in a research or project setting
• An understanding of customer success principles, methodologies, and best practices, with a focus on driving adoption, retention, and advocacy.

You may also have…

• Experience in the SaaS / digital industry: understanding of SaaS business models and tools
• Experience in one or more project management methodologies including but not limited to Agile, Prince2, lean project management
• Previous start-up / small-business experience, and fast growth
• Worked within the education and / or healthcare sectors
• Experience with customer relationship management (CRM) tools like Salesforce, HubSpot, or similar platforms
• Experience managing support tickets, resolving issues and working with product bug backlogs
• Previous Customer Success, Account Management, or sales adjacent roles

Interests:

• Passionate about communicating with, advocating for, and helping people daily, not just sales
• Passionate about helping to improve quality of life through working in the Education and / or Health sector/s.
• Passionate about technology and its ability to drive improvements

Skills:

• Strong communication and interpersonal skills to effectively interact with customers and internal teams
• Highly empathic, with an ability to understand customer needs and concerns and a focus on helping them achieve their goals
• Able to build and manage long-term relationships
• Detail orientated, meticulous in documenting and tracking tasks and deliverables
• Balancing proactiveness and reactiveness, in taking initiative to identify and resolve issues before they escalate - find a problem, own it, fix it mentality, and reactive in quickly resolving reported issues and addressing feedback to retain customer trust and loyalty
• Excellent organisational and time management abilities, with the ability to prioritise and manage multiple tasks simultaneously
• Ability to adapt to changing priorities and thrive in a fast paced, dynamic environment
• Strong analytical and problem-solving skills, with the ability to interpret data, derive and visualise insights, and make data-driven decisions to optimise customer success outcomes
• Ability to work collaboratively in a team environment
• Eager to learn and keen to grow your career in Customer Success

Not sure you meet all qualifications? Let us decide! We are committed to creating a diverse and inclusive environment and strongly encourage you to apply. Attitude is more important than experience so if you are highly motivated with a knack for problem solving and building relationships we want to hear from you.

• Salary range for this role: 25-30k
• Performance bonus: 10% salary bonus based on customer retention and health
• Additional commission opportunities
• Remote and flexible working
• Technical equipment provided
• 25 days annual leave per annum plus public holidays (with additional days awarded at 3, 5, and 10 year service milestones)
• Wellbeing and recharge day off
• Access to ‘Open Up’ wellbeing platform
• Access to culture and wellbeing representatives
• Collaborative and supportive work environment
• Opportunities for fast professional growth and development
• Annual performance reviews and clear progression pathway

Virtual Interview Process:

• Introduction Interview
• Written Task (no meeting required)
• Presentation Task Interview
• Panel Interview (meet the team)

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Management and Manufacturing
• Industries: Software Development