Full job description

Title: Customer Success Advisor - Commercial

Location: Felixstowe

Salary: £35000-£42000

Position Type: Permanent, full-time

Hours of work: Monday-Friday 8.30am-5pm

Our client, a leading UK rail freight and logistics company, are looking for a commercially driven Customer Success Manager to join their friendly team.

The role

As a Customer Success Advisor, you will be responsible for commercial accountability, growth and revenue responsibility, customer retention and engagement and onboarding and adoption activities.

Main duties and responsibilities:

- Lead customer onboarding activity to accelerate adoption, maximise customer value, and support long-term account growth and retention.

- Develop trusted customer relationships through proactive engagement, ensuring customer needs are understood and translated into growth opportunities.

- Maintain accurate customer and commercial data to generate actionable business intelligence, supporting strategic account development, retention, and revenue growth initiatives.

- Drive adoption and utilisation of Freightliner Connect, enhancing customer lifetime value and strengthening customer loyalty and retention.

- Proactively promote Freightliner Connect's capabilities to identify upselling opportunities, increase customer engagement, and deliver incremental revenue growth.

- Support account development plans by identifying opportunities to expand customer spend, improve retention, and enhance overall commercial performance.

Key Measures:

- Account Adoption of Freightliner Connect

- Drive customer adoption and utilisation of Freightliner Connect, embedding the platform within customers' operating models to increase engagement, retention and long-term account value.

- Lead adoption initiatives across strategic accounts, ensuring customers maximise the value of Freightliner CONNECT's capabilities and digital services.

- Develop and execute account adoption plans that improve customer engagement, strengthen relationships and increase platform utilisation.

Commercial Performance Through Freightliner Connect:

- Leverage Freightliner Connect as a commercial growth platform, identifying opportunities to increase customer spend, improve retention and support revenue growth.

- Convert customer engagement and platform usage into measurable commercial outcomes, including account expansion, upselling opportunities and increased customer lifetime value.

- Monitor and analyse platform activity to identify commercial opportunities, improve customer performance and support strategic account development.

General Volume and Revenue Generation

- Support the delivery of volume growth, revenue generation and margin improvement through proactive account management and customer development activities.

- Identify and cultivate opportunities within existing and prospective accounts to increase volumes, expand service utilisation and achieve commercial growth targets.

- Work collaboratively across Business Development, Sales and Service teams to convert opportunities into sustainable revenue streams and long-term customer partnerships.

Person Specification:

Relevant Industry or Role Experience: Proven background in a similar industry or role, demonstrating a strong understanding of the field.

Commercial and Operational Leadership: Possess good leadership skills, with the ability to communicate effectively both internally and externally.

Financial Acumen: Financially literate, with the ability to navigate and respond to daily commercial challenges.

• Collaborative Experience: Demonstrated experience working closely with account management and operational teams, ensuring effective collaboration by Sales Support Team to deliver results.