CPOMS Systems
Customer Success Associate
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About CPOMS
CPOMS, a Raptor Technologies company, is the market leader in safeguarding, pastoral, and wellbeing solutions for UK educational institutions and beyond. Through our innovative software, we’ve enabled organisations transform modern day safeguarding practices to help ensuring the wellbeing of young people and vulnerable adults.
Trusted by over 20,000 customers, ranging from schools, early years settings, sports clubs, youth activities and charities, CPOMS is committed to enhancing child protection and wellbeing practices.
Job Title: Customer Success Associate
Location: CPOMS [Skipton, UK]
Job Type: Full-Time
Hybrid 3 days in the office 2 from home once you have passed your 6 month probation period and have agreement from your Manager.
Reports To: Manager, Customer Success
Job Summary
As a Customer Success Associate, you will be a trusted point of contact for our customers, helping them achieve their goals and ensuring they derive maximum value from our products/services. Operating with a good degree of autonomy, you will work closely with various departments to address customer needs, resolve issues, and drive product adoption — using your judgement to identify when to escalate versus resolve independently. Your focus will be on fostering long-term relationships, increasing customer satisfaction, minimising churn, and contributing to the wider strategy of the Customer Success team.
We’re on the lookout for a passionate individual who will be the go-to partner for our customers, guiding them to get the most out of our products and services. You’ll build strong, lasting relationships, solve challenges with a smile, and make sure every customer feels supported and valued. If you love creating positive experiences and driving success, we’d love to hear from you!
Key Responsibilities
Customer Onboarding
- Facilitate a smooth transition after the initial onboarding, building trusted customer relationships to maximise value.
- Deliver professional and engaging customer-facing presentations via online meetings for all CPOMS/Raptor products, discussing current partnership value and identifying areas for additional value.
- Set clear expectations and success milestones using CTAs within Gainsight, making contact at 30 and 90 days after implementation for check-ins, ensuring smooth transition and quick adoption of the product/service.
- Maintain in-depth knowledge of our products and stay up to date with ongoing product releases, acting as a point of reference for less experienced team members where needed.
Customer Engagement and Support
- Serve as a point of contact for customer inquiries, providing prompt and accurate responses through Salesforce.
- Proactively engage with customers to understand their needs, goals, and challenges through business reviews, School Safety at a Glance, CTAs, meetings, webinars, and other Customer Success processes.
- Handle escalations and complaints efficiently, following the "at risk" and complaints processes, using sound judgement on when to resolve directly versus escalate to the Manager of Customer Success. Identify root causes, coordinate with relevant teams, and ensure timely and effective solutions.
- Update Communities and prepare and deliver CAB (Customer Advisory Board) meetings with a good degree of independence, seeking guidance from the Manager of Customer Success where appropriate.
- Write and create seed content for our Community platform, posting regularly throughout the year to drive engagement and share best practice.
- Contribute to CAB meetings by facilitating breakout rooms and structured conversations, confidently presenting within the CAB itself.
- Plan and deliver up-to-date training content and webinars, ensuring materials reflect the latest product releases and best practice.
- Ensure webinar content reflects current statutory guidance, clearly demonstrating how our products can support schools and settings in meeting it.
- Contact customers via telephone when needed.
- Attend regular network meetings in person, representing CPOMS and building relationships within the wider community.
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Relationship Building
- Build and maintain strong, long-term relationships with customers, acting as a trusted advisor on best practice.
- Regularly check in with customers to ensure their ongoing success and satisfaction.
- Attend customer-facing events when needed.
- Identify opportunities for upselling or cross-selling additional products/services.
- Gather customer case studies and advocacy stories, ensuring a steady flow of content for Sales and Marketing to use.
Customer Retention
- Monitor customer health metrics and take proactive, independent action to prevent churn.
- Conduct regular reviews with customers to assess satisfaction and address concerns, through SSAAG and Business Reviews.
- Manage the NPS survey process and proactively reach out to all NPS detractors, taking ownership of understanding and resolving their concerns.
- Collaborate with the sales and marketing teams to develop strategies for customer retention.
- Coordinate cancellations to provide a positive experience for customers transitioning from the company/products.
- Handle cancellations and churn by holding meetings with the customer to understand and gather the reason for cancelling, ensuring all records are accurately updated within the Knowledge Base.
- Facilitate at-risk meetings, pulling in relevant staff to support where needed and setting concrete next steps to work towards retaining the customer.
Feedback and Improvement
- Gather and relay customer feedback to relevant internal teams to drive product improvements, contributing your own insight and recommendations.
- Gather customer feedback through Communities, customer meetings, and NPS surveys, using this insight to help drive the product roadmap and ensure the company grows in the right direction.
- Actively participate in the development of new customer success strategies and processes.
- Continuously seek ways to improve the customer experience, and support the onboarding or mentoring of newer team members where appropriate.
Reporting and Documentation
- Maintain accurate and up-to-date customer records in Gainsight, Salesforce, and any other systems used.
- Document customer interactions and follow-ups to ensure transparency and accountability.
- Provide input into reporting for the wider Customer Success team where relevant.
Travel, Training & Strategic Engagement
- Travel to customer sites as needed to provide on-site support with product usage, ensuring customers feel confident and well supported beyond remote contact.
- Deliver external workshops and training sessions, representing CPOMS professionally and ensuring content reflects current best practice.
- Confidently present externally at DSL network meetings, conferences, and exhibitions, representing CPOMS with credibility and professionalism.
- Confidently hold high-level conversations with Trust leads and other senior stakeholders where relevant, representing the Customer Success function credibly at a strategic level.
- Maintain deep, up-to-date product knowledge across all CPOMS products, acting as a knowledgeable point of contact for customers and colleagues alike.
- Liaise effectively with internal technical teams and wider teams across the business to resolve customer needs and feed back product insight.
- Support the Sales team where appropriate, including liaising on joint accounts, attending events, and sharing customer and product knowledge to support the wider sales process.
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Skills, Qualifications And Experience
- Grade C (or equivalent) or above in Maths and English is essential.
- Proven experience in a Customer Success or Customer Support role, with a track record of managing customer relationships independently.
- Excellent verbal and written communication, presentation, and problem-solving skills.
- High degree of professionalism, dependability, and sound judgement in ambiguous or escalated situations.
- Strong organisational and time management skills; a self-starter capable of managing multiple priorities within demanding timeframes with minimal supervision.
- Excellent interpersonal skills, with the confidence to act as a trusted advisor to customers, including at senior/Trust level.
- Confident presenter and facilitator, comfortable leading structured conversations and breakout sessions in front of both internal and external audiences.
- Willingness and ability to travel to customer sites and external events as required.
- Deep product knowledge, or the ability to quickly acquire it, across the full CPOMS product suite.
- Previous experience in the Education sector is desirable.
Why Join Us
Be a part of something special and join our award-winning team. We are looking for enthusiastic and passionate people who care about doing things properly and for the right reasons. We are a rapidly expanding, globally spanned customer base with market-leading products. Now is an ideal time to join us on our new journey, with all the opportunities that it will bring.
With ongoing departmental growth and a collaborative work environment, you would have the opportunity to join a supportive, hardworking, and passionate team with exciting personal growth and development opportunities.
This description can be customised to fit the specific needs and requirements of the Customer Success Team.
What's in it for you?
- The chance to work within a team of hard-working, passionate people.
- Great job satisfaction from seeing the difference you make in the world of Safeguarding.
- A dedicated well-being team (who surprise us every now and then with yummy treats, social lunchtimes and much more!).
- Townhall meetings hosted by our parent company.
- Development Reviews (1 Month, 3 Month and 6 Months initially).
- Full Time Staff are entitled to 34 days paid holiday per annum (this includes 8 Bank and Public Holidays).
- Employee referral scheme for recommending a friend (once they’ve successfully completed their 6 month probationary period).
- Smart casual dress code.
- On-site parking.
- Company pension scheme.
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