Job Description

As a

Customer Success Specialist

, you play a key role within the Customer Service Team, providing outstanding support to new Care Control customers. Your primary focus is to deliver an effortless, smooth and trouble-free onboarding experience, ensuring every new customer feels confident, supported and set up for long-term success.

You will work closely with customers to understand their needs, configure Care Control to support their business processes, and design and deliver clear implementation and training plans. You will ensure customers are using the software to its fullest potential, providing training and end-user support throughout the implementation period before gradually transitioning them to the Support Help Desk for ongoing routine support.

In this role, you will collaborate daily with Customer Support colleagues, sharing feedback and insights to continuously improve the customer journey. You may also provide additional training to existing customers and assist with Customer Support tickets where needed.

This role may require occasional travel to customer sites to deliver on-site training, as well as hosting face-to-face training at Care Control's Head Office.

Role Purpose:

To ensure new Care Control customers are successfully onboarded, fully trained and confidently using the software, resulting in high adoption, strong customer satisfaction and a smooth transition into BAU support.

What success looks like:

New customers fully implemented within the agreed 4-12 week window High customer satisfaction / onboarding NPS Implementation completion rate within agreed window Strong product adoption and usage across key Care Control features Clear, accurate documentation of all training and implementation activities in the CRM Proactive feedback shared to improve onboarding processes and customer experience

Role Responsibilities:

Customer Relationship Management

Develop and maintain strong, professional relationships with new customers, ensuring satisfaction and product adoption Act as the primary point of contact for all customer communication and queries whilst in their onboarding period. Understand customer objectives, operational needs, and challenges to recommend suitable Care Control solutions. Ensure the customer achieves their agreed go live date.

Customer Support & Service Delivery

Develop a working expertise in Care Control's software suite to confidently train and assist customers. Continually improving your knowledge base especially as latest updates are released to ensure you are remaining ahead of our customers' needs with software advancements. Provide a first-class on-boarding experience for new business customers on a daily-basis Manage customer issues and complaints promptly, with professionalism and empathy, escalating to senior colleagues when appropriate. Ensure all service level agreements (SLAs) are met and documented accurately. Implement New Customers within the agreed Implementation Go live Window of 4-12 weeks. Where a longer period has been agreed, follow-up and complete Implementation within the agreed window successfully. Daily use and accurate upkeep of the companies CRM system, recording all implementation training provided with accurate records. Provide Video conference recorded training and forward to customers in a timely manner. Answer incoming emails (and calls, if applicable) relating to new business implementation and associated customer support. Adhere to Care Control's ISO 27001 policies and procedures, ensuring the confidentiality, integrity, and availability of customer data. Support incident reporting and information security processes, raising any data breaches or concerns immediately through the proper channels.

Internal Collaboration & Continuous Improvement

Work closely with Customer Support, Key account Management and Sales teams to deliver a seamless customer experience. Provide weekly feedback to the Customer Success Manager on project statuses, project cancellations, onboarding bottlenecks impacting the customer journey. Share customer insights and feedback to support product improvement and feature development. Provide regular feedback as to how New Customer Onboarding can be improved. Participate in project support activities and ensure adherence to quality and compliance standards. Promote information security awareness and best practices within customer interactions and internal communications. Support internal process improvements to enhance customer satisfaction, operational efficiency, and compliance readiness. Uphold all Health & Safety, data protection, and confidentiality requirements in line with company policy and ISO 27001 governance.

Experience & Qualifications

Proven experience in customer success, or a customer-facing role, ideally within SaaS, healthcare, or technology sectors. Strong interpersonal and communication skills, with the ability to build trust and rapport with customers at all levels. Excellent problem-solving and organisational abilities, with strong attention to detail. Confidence in handling challenging situations with a calm, solutions-focused approach. Basic understanding of CRM systems, with a willingness to learn Care Control's internal systems Willingness to travel as required to meet customers and represent Care Control at events. Proven ability to interpret client operational data and align it to business goals. Confident communicator with experience in client presentations and training, both remotely and in person.

Personal Qualities

Customer-Centric Mindset - Demonstrates genuine care for customer success and satisfaction, always striving to deliver the best possible experience Professionalism and Integrity - Upholds Care Control's values at all times, maintaining confidentiality, honesty, and ethical conduct, especially when handling sensitive customer or company information. Strong Communicator - Clear, confident, and empathetic in communication, both written and verbal, able to build rapport and trust across all levels. Organised and Detail-Oriented - Manages multiple accounts efficiently, maintaining accurate records and ensuring follow-up actions are completed in a timely manner. Resilient and Calm Under Pressure - Handles challenging or sensitive customer situations professionally, maintaining composure and focus. Collaborative Team Player - Works well with colleagues across Sales, Key Account Management and customer support to achieve shared goals and deliver an excellent customer experience. Adaptable and Open to Change - Responds positively to new processes, technologies, and evolving customer needs within a fast-paced environment. Committed to Continuous Learning - Demonstrates enthusiasm for personal and professional development, including expanding product knowledge. Security and Compliance Conscious - Recognises the importance of information security and governance.

Location:

Tavistock, Devon, PL19 9DP

This can be a hybrid role, with flexibility to work 2 days from home and 3 days in the office each week, after completion of successful 12 week probationary period.

Hours:

Monday to Friday, 9:00am - 5:00pm (37.5 hours per week)

Job type:

Full-time, Permanent

Salary

26,000-32,000 dependent on experience.

Package

24 days holiday per annum + Bank Holidays
Annual performance-based bonus.
Friendly, supportive, and collaborative team culture.
Ongoing professional development opportunities.
Sick pay

Bereavement leave

Free on-site parking

Company pension

Discounted or free food

Casual dress

Cycle to work scheme

Work from home

Company events

Job Types: Full-time, Permanent

Pay: 26,000.00-32,000.00 per year

Benefits:

Bereavement leave Casual dress Company events Company pension Cycle to work scheme Discounted or free food Free parking On-site parking Sick pay Work from home
Application question(s):

Are you currently based within commuting distance of Tavistock, Devon, or willing to relocate to ensure you can fulfil the hybrid working requirement of a minimum of 3 days per week in the office?
Please note that this role involves a hybrid working model to facilitate team collaboration and engagement. Hybrid working is not available until successful completion of the probationary period.

Experience:

Customer success onboarding: 3 years (required)
Work Location: Hybrid remote in Tavistock PL19 9DP

Application deadline: 05/01/2026
Expected start date: 26/01/2026