About Comgem
Comgem is a growing software company helping B2B businesses transform the way they do business.
Our all-in-one B2B commerce platform combines ecommerce, CRM, purchasing, inventory, fulfilment, marketing and customer management into a single solution.
At Comgem, we believe great software is only part of the journey. Exceptional onboarding is what creates confident customers, long-term partnerships and business advocates.
About the Role
As our Customer Success & Onboarding Specialist, you'll own the onboarding journey for every new customer.
From the moment a customer joins Comgem, you'll be their key point of contact to guide them through our structured 9-step onboarding process, helping configure the platform to meet their vision and needs, deliver training, coordinate projects and support them fully through to their launch and post launch Hypercare. You’ll build strong customer relationships and deliver a high- quality customer experience through the process.
This is a varied role where no two days are the same. You'll work closely with customers and colleagues to ensure projects stay on track and customers get the very best from the Comgem platform.
As we continue to grow, this role offers genuine opportunities to progress into senior Customer Success or leadership positions.
Key Responsibilities
- Deliver Comgem's 9-step onboarding programme.
- Manage multiple customer onboarding projects.
- Coordinate project timelines and internal teams.
- Manage customer expectations and identify project risks.
- Support customers through launch and Hypercare.
- Build strong customer relationships and encourage platform adoption.
- Deliver engaging online customer training.
- Configure customer platforms where appropriate
- Identify and manage expectations of additional customer requirements
- Use your experience and expertise to Improve our onboarding documentation, training materials and customer resources.
- Constantly explore and deliver ways to improve the customer experience.
About You
We're more interested in attitude than finding someone who's done this exact role before.
You'll:
- Love technology and enjoy learning new software.
- Be a quick learner who enjoys solving problems.
- Put customers at the heart of everything you do.
- Be organised, proactive and able to manage multiple projects.
- Have excellent communication skills.
- Enjoy training and helping others succeed.
- Have exceptional attention to detail.
- Take ownership and pride in delivering an outstanding customer experience.
Experience in software, SaaS, ecommerce, customer success, account management or project coordination would be beneficial but isn't essential.
What Success Looks Like
You'll be successful when:
- Customers are onboarded within agreed timelines.
- Customers are confident using our platform before launch.
- Customers become advocates for Comgem.
What We Offer
- £28,000-£35,000 salary.
- Office-based role in Bridgend.
- Company pension.
- Ongoing training and development.
- Genuine career progression as Comgem grows.
- A supportive, ambitious and collaborative team.
Recruitment Process
Our recruitment process is designed to help us understand how you think, learn and communicate.
Stage 1: CV and a short covering email telling us why you'd like to join Comgem.
Stage 2: Informal interview at our Bridgend office.
Stage 3: Second interview, including a practical exercise working within our platform, and your feedback as a result. We're not looking for expert knowledge—we simply want to see how quickly you learn and how you communicate.
If you're passionate about technology, love helping customers succeed and want to build a career with an ambitious software company, we'd love to hear from you.
Pay: £28,000.00-£35,000.00 per year
Benefits:
- Casual dress
- Company pension
- Sick pay
Work Location: In person
