Digital Customer Success Specialist

Customer health and renewal readiness: Analyse customer information to identify adoption opportunities, account-health concerns, churn or attrition risks and practical next actions.

Scalable Customer Success: Translate core CSM practices into structured digital programmes that support customers beyond dedicated one-to-one coverage.

Proactive digital engagement: Use approved customer data and system-driven signals to support targeted outreach, awareness sessions, health reviews, technical enablement, campaigns and webinars.

Community and customer feedback: Support community resources, self-service engagement and Voice of Customer activities based on business priorities.

Insight and reporting: Use Salesforce, Excel, Power BI or comparable tools to create clear reporting and enable informed action by account teams and leadership.

Cross-functional collaboration: Work with Customer Success, Sales, Marketing, Product, Support, Community, Data and other teams to validate context, coordinate actions and resolve dependencies.

Operational improvement: Maintain accurate documentation and recurring delivery cadences while helping standardise, improve and automate Digital Customer Success processes without reducing quality or sound judgement.

Experience: 2 to 4 years in Customer Success, Customer Success operations, digital customer engagement, customer analytics, business analysis, customer marketing, community operations or a comparable role.

Customer Success understanding: Knowledge of how CSMs support adoption, value realisation, customer health, retention and renewal readiness.

Analytical capability: Proficiency in Excel and working experience with Salesforce, Power BI or comparable CRM and reporting tools; ability to interpret customer data and convert it into clear actions.

Communication and collaboration: Strong written and verbal communication, with the ability to coordinate stakeholders and present information clearly to account teams, cross-functional partners and leadership.

Ownership and adaptability: Ability to work independently, organise incomplete inputs, manage changing priorities, follow through on commitments and escalate appropriately.

Digital engagement exposure: Experience with customer outreach, digital programmes, content management, online communities, customer feedback or similar scaled engagement activities.

Education and preferred exposure: Bachelor’s degree or equivalent relevant experience in a related field. Experience in B2B enterprise software and exposure to Customer Success platforms, community platforms, Power Query, SQL, automation or customer-health models are advantageous.

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