JOB BRIEF
We are recruiting a Customer Success Manager to strengthen the experience of our business customers, ensuring they receive outstanding support, seamless onboarding, smooth administration, and proactive engagement across their journey with the Chartered Institute. This role is critical to improving customer satisfaction, enhancing the value customers receive from our services, and supporting our Business Development Managers to focus on strategic relationships and revenue growth.
The Customer Success Manager plays a pivotal role in delivering a consistent, high-quality customer experience across our portfolio of membership, training, qualifications, and advisory services. You will be the main point of contact for a defined set of customers with responsibility for ensuring that those customers have a seamless journey from onboarding through to delivery, renewal and expansion. You will also identify and drive improvements to administrative processes, training logistics, invoicing accuracy, and customer communications to ensure an improved customer experience for all our customers. By smoothing operational complexity, resolving issues early, and ensuring customers understand and fully use the services they have purchased, you will help drive retention, repeat business and satisfaction—whilst enabling our BDMs to focus on strategic account management and revenue generation.
RESPONSIBILITIES
- Customer Experience & Relationship Support: Deliver a consistent, positive experience tailored to customer needs.
- Collaborate with BDMs, the Sales & Marketing Director and Membership to agree focus customer relationships to develop.
- Monitor customer satisfaction and proactively identify friction points.
- Maintain strong professional relationships with operational contacts.
- Customer Onboarding & Journey Management: Work with the Membership team to agree focus business customers.
- Review, improve and lead the onboarding process for new focus business customers.
- Coordinate access to training, qualifications, and membership services.
- Provide clear guidance on how to get value from our products and services.
- Ensure documentation and setup steps are completed accurately and on time. Ensure customers understand renewal timelines and offerings.
- Identify upsell opportunities and hand off to BDMs.
- Administration & Operational Excellence for customers under your management: Ensure bookings, documentation, and customer records are kept up-to-date
- Coordinate training and qualifications administration with the Education team
- Coordinate invoicing and finance queries with the Finance team.
- Ensure CRM records are accurate and up to date.
- Smoothing the Customer Journey: Work cross-functionally to remove friction for all of our customers and improve processes.
- Track engagement metrics and identify improvement opportunities.
- Provide structured insights including risks, needs and engagement history.
- Maintain alignment with BDMs for a coordinated customer experience.
PERSON SPECIFICATION
- Strong experience in customer success management, account support or management, or customer experience roles.
- Practical working experiences of Customs and International Trade
- Exceptional organisational skills with ability to manage multiple workflows.
- Experience coordinating onboarding, training or operational delivery.
- Strong communication and relationship-building skills.
- Attention to detail and proactive problem-solving ability.
- Commercial awareness with ability to spot opportunities and risks.
- Strong administrative capability and CRM proficiency (ideally Microsoft Dynamics).
HOW TO APPLY
Fill in your details below and upload your CV for review by the Talent Acquisition team. If you are having difficulty completing the application or have questions, please contact our Head of Talent Acquisition, Gary Watson at 01733 404 400 or g.watson@export.org.uk.
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