Customer Success Specialist (US hours)

At CV-Library, we have a simple vision: to help the world to work and we’re looking for exceptional people to help us realise this vision across the UK and overseas markets. 

Following a period of strategic growth and investment, we’re looking for a Customer Success Specialist to join our growing team and play a key role in supporting and retaining our US-based customers. 

The Role

Hours: Monday–Thursday 12pm–9pm, Friday 9am–6pm 
Location: Fleet, Hampshire 
Working Pattern: Hybrid – 3 days per week on site 

This is an exciting opportunity for someone who is proactive, commercially minded, and passionate about delivering great customer experiences. You’ll build strong relationships with customers and help ensure they get the most from our products and services. 

What your day will look like: 

• Manage a portfolio of customer accounts, acting as a key point of contact and building strong relationships 
• Support customer onboarding, delivering training demos to ensure customers are confident using our products 
• Engage with customers and users across accounts to improve adoption and identify areas where we can add value 
• Run searches, create alerts and post jobs where needed to improve engagement and usage 
• Run regular customer reviews, including QBRs, to understand customer goals, review performance, and support renewals 
• Monitor account health, support retention targets, and resolve any risks or concerns 
• Handle customer queries quickly and effectively, taking ownership through to resolution 
• Work closely with Sales Account Managers to identify upsell opportunities, reviewing data and trends to report on risk to support customer retention 
• Support ATS integrations, technical queries, and share customer feedback with our Product teams 
• Handle candidate queries and complaints, ensuring flagged resumes are reviewed and managed correctly 

What we’re looking for: 

• Previous experience in Customer Success, Account Management, Client Services, or a customer-facing role 
• A proactive approach with the ability to build strong customer relationships 
• Excellent communication skills and confidence speaking with customers at all levels 
• Strong problem-solving skills with a focus on finding solutions 
• Commercial awareness and the ability to identify opportunities to improve customer outcomes 
• Comfortable using data and insights to make recommendations 
• Organised, able to manage multiple accounts, and good at prioritising workload 
• Confident using technology and able to pick up new systems quickly