Customer Success Associate

About Invoka Consulting

Invoka Consulting is a London-based software consultancy specialising in Collaborative Work Management (CWM), Customer Relationship Management (CRM), and Business Intelligence (BI) solutions. We help organisations streamline operations, improve collaboration, and optimise customer engagement by leveraging cutting-edge software platforms. Our expert advisory and professional services empower businesses to achieve seamless digital transformation through the implementation and adoption of best-in-class technologies.

The Role: Customer Success Associate

We are seeking a motivated and enthusiastic Customer Success Associate to join our team. This junior role is ideal for a recent graduate or someone with up to one year of experience looking to start their career in customer success within the SaaS space. You will support our client portfolio by helping customers achieve their goals with platforms like Smartsheet, acting as a reliable point of contact and learning from experienced colleagues.

You will gain hands-on experience working with leading global organisations, assisting with onboarding, adoption, and ongoing customer engagement to ensure success and satisfaction.

Key Responsibilities:

• Support the Customer Success team in managing client relationships and day-to-day customer needs.
• Assist in monitoring customer engagement and platform usage to help identify opportunities and risks.
• Help resolve basic customer queries and escalate more complex issues to senior team members.
• Support the preparation of customer success plans, onboarding materials, and training documentation.
• Participate in customer communications, including check-ins and feedback collection.
• Collaborate with Consulting and Sales teams to ensure customers receive a seamless experience.
• Maintain accurate records of customer interactions and status updates in internal systems.

Experience & Skills

Essential:

• Recent graduate or up to 1 year of experience in customer service, support, or an administrative role, ideally in a SaaS or technology environment.
• Strong verbal and written communication skills.
• Comfortable working with business software and quick to learn new digital tools.
• Organised, detail-oriented, and eager to learn.
• Legally authorised to work in the U.K.

Nice to Have:

• Basic understanding or interest in SaaS, software platforms like Smartsheet, or project management tools.
• Experience in a team-based work environment or internship in customer-facing roles.
• Proficiency in additional languages is a plus

Personal Qualities:

• Proactive & Collaborative: Works well in a team environment and fosters strong client relationships.
• Client-Centric: Passion for delivering exceptional customer experiences and business value.
• Tech-savvy & Curious: Enjoys working with cutting-edge, web-based technologies and learning new tools.
• Resilient & Adaptable: Thrives in a fast-paced, high-growth technology environment.
• Excellent Communicator: Strong written, verbal, and presentation skills - able to explain technical concepts to non-technical audiences.

Perks & Benefits:

• Competitive starting salary & bonus potential
• Employer-paid Private Medical and Dental
• Monthly pension contributions
• 25 days paid holiday + 8 Bank Holidays + Birthday day off
• Paid Volunteer Day for community support
• Structured training and professional development opportunities