Customer Success Associate Customer Success London, Manchester - Registered Office

Join Arctic Shores and help transform how organisations hire in the AI era. At Arctic Shores, we're helping companies create a world of work where potential matters more than experience. In an AI-enabled workplace where skills are evolving fast, we help employers understand what candidates could do - not just what they've done.

Our task-based psychometric assessments and business psychology services help organisations like Amazon, Siemens, and Jet2 transform how they hire. We also support employers across the UK in selecting talent for some of the country's most critical and complex roles - from nuclear scientists and pilots to data engineers, graduates, and essential frontline teams.

Across every role, our mission is the same: to help employers make fair, evidence-based hiring decisions that focus on what truly predicts success in an AI-driven world - learning agility, problem-solving, and adaptability.

As AI accelerates change in the world of work, our mission has never been more urgent - and that's where you come in.

The Opportunity

At Arctic Shores, we hire for potential - not just experience. We know that skills can be learned, and that diverse perspectives make us stronger. And this role is no different.

We're looking for a Customer Success Associate who's ready to take their first step on the Customer Success career ladder - someone motivated by our mission, curious about people and behaviour, and excited to help companies make hiring fairer, more inclusive, and more effective.

We're looking for someone who gets energy from building relationships, solving interesting challenges, and delivering results. And if you're interested in psychology, talent, and creating a fairer world of work, that will help too.

Whether you have dipped your toe into customer success, occupational psychology, or you simply have a passion for building relationships and making recruitment better if you're eager to learn and excited about our mission, we'd encourage you to apply. No CV required.

This is the perfect entry-level role for someone passionate about kickstarting a career in Customer Success. You'll learn what great customer success looks like end to end: from the operational fundamentals that keep customers seeing value, to the commercial and strategic thinking that helps them grow and renew with confidence.

With training and support, you'll learn how to develop strong customer relationships, understand customer goals, manage projects effectively, and build early commercial and account-mapping capability. You'll also gain exposure to how we drive adoption, articulate value, and support long-term customer success.

You'll have the opportunity to work cross-functionally with teams across the business, including Customer Support, Professional Services, Sales, and Product, giving you a rich understanding of how we deliver value and support customer outcomes. We'll also give you plenty of opportunities to learn from senior leaders in our company and get involved with projects that will directly improve the way companies hire. All in a safe, supportive environment, with lots of coaching and upskilling along the way.

If that sounds like something you're excited about, keep reading.

What will make in this role

As a Customer Success Associate, your job will be to help our customers get the most value from our products, and in turn, turn that into commercial outcomes. Whilst managing your own customer portfolio, you will also support wider members of the Customer Success team, contributing to key initiatives and gaining exposure to best practices in customer success. You will become a trusted advisor to your customers and a vital voice in sharing feedback with the rest of the business about how we can deliver more impact for them.

You'll be successful in this role if you are:

• An infinite learner with a growth mindset: You are curious, eager to learn, and quick to adapt to new challenges. You love to learn new things and can apply what you've learnt quickly, you're proactive in expanding your own knowledge, and you thrive on and regularly seek out feedback.
• Comfortable in a fast-paced environment - You're calm under pressure, adaptable when plans shift, and resilient when faced with roadblocks. You enjoy variety and working at pace, and are energised by the opportunity to get exposure to different experiences, challenges, and development that you can only find in a scale up environment.
• Someone who thrives on building relationships: You enjoy working with people and thrive off interaction. You can adapt your style depending on your audience, understand what information is (and isn't) relevant in different conversations, and feel comfortable engaging with a wide range of stakeholders; including senior leaders. You're confident presenting and communicating clearly in a way that lands.
• Organised and comfortable co-ordinating lots of different projects and tasks: You get energy from organisation, know how to manage your time and prioritise tasks effectively, and are comfortable juggling a few different workstreams at once.
• A proactive problem solver: You enjoy asking questions, analysing information, and spotting patterns or anomalies in data. You think critically about what you're seeing, explore different angles, and feel comfortable both asking for help and proposing solutions on the spot. You enjoy collaborating with others to solve problems and deliver great outcomes.
• Enjoy taking ownership: You take pride in owning your work, take initiative to anticipate challenges or spot opportunities, and have a track record of setting and achieving your goals.

If you have previous exposure to occupational psychology, a customer facing role in support, account management, or sales; or have worked for a tech company; experience in these areas might be helpful in this role but experience is not essential or a requirement to apply.

What your day to day might look like

• Managing your customer portfolio: You'll serve as the primary point of contact for a portfolio of customers ensuring engagement, satisfaction, and successful renewals. You'll be responsible for driving adoption, holding customer meetings, proactively monitoring customer health metrics, identifying risks, opportunities, and escalating issues.
• Educating and onboarding customers: You'll play an active role in helping new customers get off to a strong start. Over time, this will include leading onboarding sessions yourself to set customers up for success. You'll also take an active role in ongoing customer education; helping customers understand how to get the most value from the partnership, use our product confidently, and drive adoption across their teams.
• Customer Success team support: You'll work with the Head of Customer Success and a growing team of passionate Customer Success Managers, supporting them across a wide range of key initiatives. This includes conducting account research, preparing for customer meetings, creating reports and presentations, analysing customer data, and optimising processes.
• Driving customer engagement and advocacy: You'll help coordinate and support the delivery of customer workshops, reviews, and training sessions. You'll also prepare customer facing insights and return on investment summaries that showcase the value we're delivering. You'll play a key role in sharing customer themes, feedback and success stories with teams across the business to help improve our product, strengthen our approach and support advocacy.

Finally, we're looking for someone who lives and breathes the Arctic Shores values:

Make a difference - We can't change everything. But we can contribute to a world of work that's truly fair and inclusive, and do our bit to build a better society.

Grow together - We invest in our ability, learn from our setbacks, and always celebrate the people behind our progress. By growing together, we go further.

Explore, always - Changing the way the world sees potential takes curiosity, drive and bravery. With that explorer's spirit we break new ground.

This is an opportunity to join a team that's as driven as they are supportive, a company that has its heart in the right place and a welcoming work culture.

Applications will close at 10am on Tuesday 2nd December. Here's what you'll get from Arctic Shores

• Salary up to £38k + OTE
• 28 days holiday per year, plus public holidays. You'll also get an additional day for every year's service at Arctic Shores, up to four years
• Hybrid working - Attend the office at a cadence to be agreed with your manager
• Central offices within easy commuting distance
• Core working hours that allow flexibility around life outside of work
• Private medical and mental health cover with Vitality for all our Explorers, as well as 2 mental wellbeing days each year
• Company sick pay
• Length of service awards
• Enhanced Parental Leave
• Fertility support programme
• Aviva pension scheme, offering 3% employer and 5% employee contributions (calculated on full salary)
• Pension Salary Sacrifice scheme
• Share Options scheme
• Cycle2Work scheme
• Own Days - one day every month dedicated to your professional development. Whether you're setting time aside for a personal project, some research, a course it's entirely up to you
• The chance to work in a supportive team with a worthwhile mission
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