WHO ARE WE

Cognism is the leading provider of European B2B data and sales intelligence. Ambitious businesses of every size use our platform to discover, connect, and engage with qualified decision-makers faster and close more deals. Headquartered in London with global offices, Cognism’s contact data and contextual signals are trusted by thousands of revenue teams to eliminate the guesswork from prospecting.

OUR WORK MODEL

Hybrid: This is a hybrid role, requiring you to work from our location office 3 days per week (subject to change, dependant on business needs), with flexibility to work remotely on other days.

YOUR ROLE

As a Customer Success Representative, you will help drive clients’ revenue goals with our platform. In this high-growth, fast-paced environment, your expertise will drive operational excellence and risk mitigation at Cognism.

YOUR CHALLENGES & OPPORTUNITIES

1. Relationship Management - Serve as the main point of contact for clients post-sale; Build strong relationships with key stakeholders and understand their data needs and business goals; Monitor account health and proactively address issues.
2. Customer Communication & Updates - Provide clear, timely updates on issue resolution or product enhancements; maintain positive, professional communication with stakeholders and end users.
3. Account Monitoring & Usage Tracking - Monitor customer data usage; identify patterns that may signal a risk of churn or need for support.
4. Training & Education - Assist customers with continual education as needed, self-service portals; guide admins through how to use dashboards, stay up-to-date user interactions, address questions/challenges as they arise.
5. Customer Feedback & Reporting - Collect and relay customer feedback to product and data teams; help gather evidence or use cases that show value delivered to clients, assist in periodic customer health checks or satisfaction surveys.
6. Customer Retention - Monitor customer health scores, usage patterns, and engagement signals to identify risk or opportunity, proactively identify opportunities around Go-To-Market changes, expanded licenses; prevent churn through proactive engagement and value reinforcement; providing solutions for usage or satisfaction issues

OUR EXPECTATIONS

• Professional Experience – 2+ years in a sales organization
• Industry Background – Prior experience in a tech company, SaaS, or start-up environment is highly desirable.
• Leadership & Communication – Ability to engage and advise stakeholders at all levels, translating objectives into actionable insights.
• Problem-Solving Mindset – Proactive, solution-oriented, and adaptable to a fast-paced, high-growth environment.
• Detail-Oriented & Organized – Strong project management skills with a keen eye for accuracy and compliance best practices for multiple clients at a time
• Commercial Aptitude - Ability to align to gain a strong understanding of the customer’s business needs, market dynamics, and how to translate product value into measurable ROI to ensure customer retention.
• Fluency in English – Strong written, verbal, and presentation skills, with the ability to clearly communicate complex ideas to diverse audiences

OUR TECH STACK

1. Customer Success Platform (e.g. Gainsight, ChurnZero, Vitally) – Helps organize, track and main efficient communications with clients, understand usage trends, create
2. Conversational intelligence tools (e.g. Gong.io, Chorus.ai, DialPad) – Helps aid coaching, tracking conversations, sharing information to internal teams directly from the client
3. Automation tools (e.g. Outreach, SalesLoft, Vymo) – Helps to organize mass outreach across full customer base.
4. Communication tools (e.g. Zoom, MSFT Teams, Slack,) – To effectively communicate with customers and internal contacts, gage reactions, track messages.
5. Proficient with Salesforce - Manage customer relationships, streamline sales processes, automate marketing, and provide customer service

WHY COGNISM

At Cognism, we’re not just building a company - we’re building an inclusive community of brilliant, diverse people who support, challenge, and inspire each other every day. If you’re looking for a place where your work truly makes an impact