Customer Success Associate

About Us:

At Culverdocs, we help businesses transform paper-based processes into efficient digital solutions through innovative data capture technology. Our mission is to deliver world class software, backed by dedicated support and expert guidance, enabling our clients to capture, process and manage data in real time.

We pride ourselves on building long term partnerships, helping organisations streamline operations, reduce costs and achieve sustainable growth.

The Role:

Our Customer Success team plays a pivotal role in delivering an exceptional client experience. We’re looking for a proactive and client-focused Customer Success Associate to join the team.

In this role you will manage post-sale relationships, ensuring clients are fully onboarded, supported, and able to maximise the value of Culverdocs. You'll develop a deep understanding of each client's needs, build lasting relationships, and act as a trusted advisor throughout their journey with us.

Key Responsibilities:

• Build strong, trusted relationships with clients throughout their lifecycle, regularly engaging to understand evolving needs and challenges.
• Lead a smooth onboarding process, ensuring clients can quickly realise the value from Culverdocs.
• Deliver tailored training and guidance based on individual client requirements.
• Identify opportunities for clients to expand their use of the platform and contribute to our high levels of retention by proactively spotting churn risks.
• Support the wider Customer Success team, including assisting with complex queries and escalations.
• Work closely with the development team to relay client feedback and contribute to product improvements.
• Develop and maintain a strong knowledge of the Culverdocs platform, including contributing to the product knowledge base.

About You:

• Experience in customer success, account management, or client-facing roles within a B2B SaaS environment.
• Strong IT skills and confidence working with web-based platforms.
• Excellent communication skills, clear, empathetic and professional, both written and verbal.
• Ability to manage challenging conversations and explain technical concepts to non-technical audiences.
• Strong organisational and project management skills, with the ability to prioritise effectively.
• Detail-oriented and execution-focused, with the ability to work independently.
• Process-driven, with experience using tools such as CRMs and AI to improve efficiency.
• A proactive mindset with a willingness to learn, adapt and grow.

As part of a small, collaborative team, you’ll be adaptable, supportive and keen to contribute to a positive working environment.

What We Offer:

We’re proud of our supportive, open, and engaging culture and we like to have fun too. Alongside a competitive salary, we offer:

• Auto enrolment Pension Scheme.
• 25 days holiday plus bank holidays.
• Healthcare cash back plan.
• Training and development opportunities.
• Hybrid working.
• Free parking.
• Secure bike storage and shower facilities.
• Complimentary snacks and refreshments.
• Regular social events.
• Office dogs that love all the fuss and attention you can give!

Applicants must be based in the UK and have the right to work in the UK, this role is based in Swindon, Wiltshire, UK.

For Recruitment Agencies please email - recruitment@culvertech.co.uk