Customer Success Associate

Are you passionate about delivering exceptional customer experiences?

At Chambers and Partners, we’re looking for a proactive and people-focused Customer Success Associate to be the trusted partner for our clients throughout their subscription journey.

In this role, you’ll play a key part in ensuring our customers get the most value from our services—building strong relationships, providing ongoing support, and helping to drive renewals through outstanding service.

Please note that this is a 1-year maternity contract role.

Main Duties and Responsibilities:

• Ensure the customer renews products for the following Chambers Guide / subscription period.
• Onboard new customers and focus on helping them get the most value out of their purchase, sharing best practice and success stories.
• Work with Marketing, Product, and Sales teams on retention campaigns to raise awareness of Chambers and help to develop the product offering.
• Identify upsell and cross-sell opportunities and make the appropriate referrals.
• Resolve customer queries and liaise with internal teams where needed.
• Identify risky accounts and take the necessary steps to mitigate any cancellations.
• Work closely with other internal teams to aid the development of new initiatives as well as improving current initiatives.

Essential skills and qualifications

• Previous Customer Success or client-facing experience
• Impressive communication and interpersonal skills, both in person and remote
• Knowledge of customer success best practice and procedures
• Knowledge of Salesforce or other CRM systems would be highly beneficial
• Some knowledge of the legal sector would be desirable

Person Specification:

• A natural people person who enjoys helping others
• Highly organised
• High level of accuracy and an eye for detail
• Strong communication skills (listening, written, verbal)
• Fluency in Mandarin, Portuguese, French, or German is a plus

Equal Opportunity Statement

We are committed to fostering and promoting an inclusive professional environment for all of our employees, and we are proud to be an equal opportunity employer. Diversity and inclusion are integral values of Chambers and Partners and are key in our culture. We are committed to providing equal employment opportunities for all qualified individuals regardless of age, disability, race, sex, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. This commitment applies across all of our employment policies and practices, from recruiting and hiring to training and career development. We support our employees through our internal INSPIRE committee with Executive Sponsors, Chairs and Ambassadors throughout the business promoting knowledge and effecting change. As a Disability Confident employer, we will ensure that a fair number of disabled applicants that meet the minimum criteria for this position will be offered an interview.