Customer Success Associate

The Role:

As a Customer Success Associate, you will play a key role in protecting revenue and supporting customer retention. You will own and maintain the Churn Log, ensuring all risk and potential churn data is captured accurately and updated daily. Your work will enable precise forecasting and provide visibility into churn and risk across the business.

You will report to the Director of Customer Success and contribute to specific projects aimed at enhancing customer value and driving business growth.

What will make you successful:

• Manage the Churn Log: Ensure accuracy and completeness of all entries, updating daily.
• Risk Reporting: Identify and report high-risk accounts weekly to the Director of Customer Success.
• Monthly Analysis: Provide a summary of changes in risk status and churn pipeline.
• Stakeholder Engagement: Build strong relationships with internal teams, decision-makers, and key stakeholders.
• Process Improvement: Develop and share best practices to improve efficiency and effectiveness within Customer Success.
• Project Support: Undertake specific projects to enhance customer value and revenue growth.

If you have the attributes, skills, and experience listed below, we want to hear from you!

• Previous experience in Customer Success or Customer Service, with a proven ability to manage customer relationships.
• Strong communication skills—verbal, written, and virtual (video/phone).
• Ability to manage multiple priorities and work effectively under pressure.
• Highly organised with excellent attention to detail and time management skills.
• Ability to assess business needs and identify risks impacting project success.
• Comfortable engaging with stakeholders at all levels and tailoring communication appropriately.
• Confident, self-motivated, and collaborative team player with a desire to learn.
• Proficient in Microsoft Word, Excel, and PowerPoint.
• Knowledge of the Finance or Payments industry (including BACS) is desirable.