HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving over 1100 of the world’s leading brands, HGS is the perfect place to build your future!

Position Overview

The Customer Success Specialist plays a key role within the Customer Experience Group, supporting the Client’s corporate and key account clients (approx. 1,000 accounts). The role is focused on client retention and acquisition across different geographies, including onboarding new clients, identifying upsell and cross-sell opportunities, and driving product adoption and utilisation.

Secondary objectives include engaging clients to gather feedback (NPS), improving retention, and contributing to continuous process improvements that enhance autonomy, customer satisfaction, and overall experience.

Duties & Responsibilities

• Provide proactive, phone-based account management support to help clients realise product value.
• Deliver on client retention and adoption targets.
• Capture and qualify leads for potential opportunities.
• Conduct welcome calls for new online clients.
• Manage account setup and onboarding for corporate and key account clients.
• Build positive client relationships based on trust and respect.
• Contribute to a collaborative and successful team environment.
• Identify future opportunities in the market.
• Monitor and understand key business and client metrics to improve outcomes.

Qualifications

• 1–2+ years of customer success experience.
• Strong time management and organisational skills.
• Previous sales experience preferred.

As an equal opportunity employer, HGS is dedicated to diversity, inclusivity and Equity. HGS does not discriminate on the basis of the race, ethnicity, religion, sex, national origin, age, veteran disability, or genetic information or any other reason prohibited by law in employment. We believe in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood.