Insights is a Learning and Development company which aims to change the world through the power of self-awareness.
Our core purpose is to create a world where people truly understand themselves and others and are inspired to make a positive difference in everything they do. Like any brilliant team we’re made up of different people. A career at Insights is about welcoming people for who they are, and supporting their journey towards whoever they want to become.
Across the globe our products help people see themselves and others in a new light, to spark stronger connections in our workspaces and beyond. It all starts within. We're always making sense of ourselves - evolving as we move through life. Discovering our own minds means we're committed to constantly expanding them. And we want to shout about it. We love what we do, and we have fun doing it. That's what makes the magic of Insights. We work in a space where everybody belongs, where you can be unapologetically you.
As the Future Experience (FX) Customer Success Specialist, you will be the primary point of contact for clients who rely on our API product offerings to integrate and enhance their business operations. Your role is to ensure that our clients experience seamless onboarding, smooth API integrations, and ongoing success as they use our products.
You will be responsible for driving product adoption, resolving first-line technical issues, and ensuring client satisfaction with a deep understanding of their evolving needs. By partnering with internal teams, such as our API developers and the API Product Manager, you will ensure that the client experience is exceptional, empowering them to maximize the value of our solutions while minimizing disruption to their business processes.
Your success will be measured by client retention, customer satisfaction (CSAT), onboarding velocity, resolution times, and how well you facilitate the alignment between client needs and product functionality. The role will also involve identifying opportunities for clients to expand their use of our APIs, while proactively addressing challenges and supporting clients to meet their objectives.
Job Description
Are you passionate about delivering exceptional customer experiences and excelling in a technical environment? We’re looking for a Future Experience (FX) Customer Success Specialist to be the driving force behind seamless onboarding, integration, and ongoing success for our API customers.
As the FX Customer Success Specialist, you will:
* Ensure smooth onboarding, resolve 1st line technical challenges, escalate complex queries, and ensure client satisfaction.
* Collaborate with internal teams, including API developers and Product Managers, to meet client needs effectively.
* Build and nurture strong client relationships, becoming their trusted partner and advocate.
* Monitor performance metrics, identify and act on growth opportunities, and address all customer issues proactively.
Your Responsibilities
* Customer Engagement and Support: Act as the main point of contact for API clients, responding to inquiries, troubleshooting integration challenges, and guiding them through onboarding processes.
* Issue Resolution: Partner with internal teams to solve technical challenges and improve customer support tools and resources.
* Retention and Growth: Monitor API usage, gather client feedback, and identify opportunities to enhance client success.
Qualifications
Your Expertise
* Technical Knowledge: Deep experience in software troubleshooting and technical customer service.
* Exceptional Communication: Ability to explain complex technical concepts in simple terms to diverse audiences.
* Proven Experience: A track record of success in customer-facing roles within tech support, customer success, or related fields, preferably involving APIs, SaaS, or cloud-based products.
* Problem-Solving Skills: Analytical mindset with a proactive and solutions-oriented approach.
* Team Player: Collaborative, empathetic, and driven to support both clients and internal teams.
Additional Information
Benefits:
• 35 days holidays
• Discretionary Annual Bonus
• Private Medical Insurance
• Income Protection
• Pension Plan
• Health Cash Plan
• Life Assurance
• Electric Car Scheme
• Gymflex
• Employee Giving
• My Advantage – Employee Discounts
• Critical Illness cover
• Employee Assistance Program
• Holiday purchase option
• Flexible working
Everyone is welcome at Insights. We’re dedicated to creating a space where you belong — that means accepting you for who you are now and supporting you on your journey towards whoever you want to become.
Our colourful solutions help people see themselves and others in a new light and we love encouraging our diverse global community to experience the transformational power of Insights Discovery. Through listening and learning, we will continue to foster the connections that matter to build a more inclusive culture.
It is in our nature to nurture. We have developed an organisation which puts care for our people, inclusion, belonging and wellbeing at the heart of our approach. We’re strengthened by a community where we work together to co-create a culture that celebrates difference and welcomes everybody.
We love learning. We want to be better tomorrow than we are today and we’re up for the journey. Unapologetically human, undoubtedly individual. Colourful to our core.
Read more about inclusivity at Insights via the vacancy page on our website: