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ABOUT THE ROLE
The Customer Support & Success Manager is a critical addition to The Social History Archive’s growth plans because they ensure that every institution, researcher, and subscriber gains maximum value from the platform.
By combining proactive onboarding, training, and ongoing engagement, this role strengthens customer satisfaction and retention—key levers for subscription revenue growth. They act as the vital bridge between users and internal teams, translating feedback into actionable product improvements and identifying opportunities for upselling or expanding institutional licences.
In a market built on trust, expertise, and long-term relationships, a dedicated support and success function enables The Social History Archive to drive advocacy, reduce churn, and scale sustainably through enhanced customer experience and measurable impact.
KEY RESPONSIBILITIES
User support and issue resolution
- Provide timely assistance to researchers, academics, and other users in navigating the archive platform.
- Respond to inquiries related to access, usage, and technical issues; elevate complex cases as needed.
- Maintain accurate records of customer interactions and feedback.
Customer success and relationship management
- Onboard new users and institutions, ensuring they receive appropriate training and resources to fully utilise archive features.
- Build strong, trusting relationships with users, proactively engaging to understand their research goals and challenges.
- Monitor platform usage and satisfaction metrics to identify opportunities for improved support or additional training.
- Advocate for user needs internally, relaying feedback to product, technical, and content teams to inform platform enhancements.
Team & strategic leadership
- Develop and implement support procedures tailored to the unique needs of historical researchers and academic institutions.
- Analyse user feedback and usage data to identify trends, inform best practices, and drive continual service improvement.
- Report on support and satisfaction KPIs to leadership, contributing to organisational goals and resource planning.
SKILLS/EXPERIENCE
- Experience working in the higher education / academic sector.
- Excellent communication and interpersonal abilities.
- Strong analytical and problem‑solving skills, particularly with academic or archival platforms.
- Experience with customer support tools, CRMs, and digital resource environments.
- Empathy and patience in assisting users of varied technical backgrounds.
- Ability to collaborate cross‑functionally, especially with technical, product, and sales/marketing teams.
- Core skills: Consultancy, Customer engagement and loyalty, Customer experience, Customer service support, Data analytics.
BEHAVIOURS
- Lead with empathy and active listening – These build trust quickly, helps customers feel heard, and surfaces the real underlying issue so solutions are better targeted and more effective.
- Communicate clearly and calmly – Plain, jargon‑free language and steady tone reduce confusion and anxiety, which is crucial when customers are under time pressure or facing service disruption.
- Ask clarifying questions before acting – Thoughtful probing avoids misdiagnosis, prevents rework, and ensures that any fix or recommendation maps to the customer’s actual goals and constraints.
- Be proactive and organised – Using data and patterns to anticipate issues and prioritise work means fewer surprises for customers and more consistent, reliable service delivery.
- Follow through relentlessly – Owning an issue end‑to‑end, with updates until full resolution, signals accountability and significantly strengthens satisfaction and loyalty.
- Use insight to improve the service – Capturing recurring themes and feeding them into product, content, and process changes steadily reduces friction and increases value for all customers over time.
- Act as an internal connector and advocate – Coordinating across teams on the customer’s behalf turns a fragmented organisation into a coherent experience, which is especially important in complex B2B environments.
To apply for this role, please follow our online application process and submit a CV and cover letter. We are an equal‑opportunity employer and encourage applications from everyone and do not discriminate on the basis of race, religion, gender, sexual orientation, age, marital status, disability or any other protected characteristics.
Closing date for applications: Monday, 21th January 2026
Seniority level
Employment type
Job function
- Customer Service and Consulting
Industries
- Technology, Information and Media
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