Location: Sheffield HQ – Remote or Hybrid
Contract: Permanent
Hiring Manager: James Cook
Hours: 37.5 hours per week
Job Overview
We are looking for a dedicated Customer Success Executive to join our team and provide exceptional service to our B2B customers. The ideal candidate will have strong experience in customer service and customer success, with the ability to take ownership of complex issues and ensure customers see long‑term value from our products and services. In this role, you will act as a trusted point of contact for escalations, support colleagues with guidance, and work proactively to strengthen customer relationships that lead to successful renewals. You will provide outreach and engagement to customers who have churned, and provide proposals and opportunities for the customer to return and continue with their subscription.
Key Responsibilities
- Proactively engage with customers approaching renewal to ensure satisfaction, address concerns, and secure timely retention.
- Identify opportunities for upsell or expansion during customer interactions.
- Provide high quality initial responses and resolutions to inbound support tickets and enquiries in relation to their renewal, or product queries.
- Build and maintain deep product and service knowledge to support both customers and colleagues. Proactively share product knowledge with customers to ensure product adoption and see value in their Twinkl subscription.
- Provide outbound engagement to customers who have recently churned, where there is a ‘winback’ opportunity available for those customers to continue with a subscription.
- Provide support to the rolling renewal process in following up with customers on outstanding payments.
Experience
- Previous experience in customer service or account management, preferably in a B2B environment (Desirable).
- Excellent communication skills, both written and verbal, with the ability to effectively interact with customers and internal stakeholders.
- Strong problem-solving abilities and a proactive approach to addressing customer needs and resolving issues.
- Ability to multitask and prioritise in a fast‑paced environment, while maintaining attention to detail and accuracy.
- Proficiency in customer service software and CRM systems (Desirable).
- A customer‑centric mindset and a commitment to delivering exceptional service to our school customers.
KPIs
- 95% SLA – initial response and resolution
- 95% CSAT positive response
- 95% Retention of B2B Customers including winbacks
Additional Information
If you require a reasonable adjustment to the application/selection process to enable you to demonstrate your ability to perform the job requirements please include this at the foot of your covering letter. This will help us to understand any modifications we may need to make to support you throughout our selection process.
In return for everything you can bring, we can offer you an exciting role in a fast‑growing and dynamic business, with plenty of career opportunities.
Here are a couple of the things that make Twinkl a great place to be:
- A friendly, welcoming and supportive culture. We believe work should be fun and always put people before process
- Diversity, inclusion and belonging – our Employee Network Program includes working groups for LGBTQ+, People of Colour, Disabilities (visible and invisible), Women in Tech and Working Parents.
- From day 1 – Westfield Health, 29 annual leave days per year plus up to four additional days that may be awarded each year by the company, flexible working policy with opportunities to work from home, Twinkl subscription, access to a financial wellbeing coach and platform
- After probation – company sick pay and cycle to work scheme
- Long term service reward after 2+ years of service – Life insurance, enhanced pension contribution, enhanced maternity pay, enhanced adoption pay and enhanced paternity pay
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