Customer Success Executive

Job Summary

• We are seeking a highly motivated and customer-centric Customer Success Executive to support customers using our technology and SaaS products.
• This remote UK-based role focuses on ensuring customers have a seamless experience by providing onboarding assistance, product guidance, issue resolution, and ongoing engagement.
• The ideal candidate is proactive, tech-savvy, great at communication, and passionate about helping customers succeed.

Key Responsibilities

1. Customer Onboarding & Training

• Assist new customers with onboarding processes, including account setup and product configuration.
• Deliver product walkthroughs and basic training sessions tailored to customer needs.
• Ensure customers fully understand product features and best practices for usage.

2. Customer Support & Issue Resolution

• Be the first point of contact for customer questions via email, chat, or scheduled calls.
• Identify, troubleshoot, and resolve basic product or account issues.
• Escalate complex issues to the technical support or engineering teams while maintaining communication with the customer.

3. Customer Engagement & Relationship Building

• Maintain regular check-ins to monitor customer satisfaction and usage.
• Build strong rapport with users and act as a trusted advisor.
• Encourage product adoption by recommending relevant features and workflows.

4. Customer Feedback & Insights

• Collect feedback, feature requests, and reported challenges, sharing insights with product and engineering teams.
• Help identify trends in customer behaviour and opportunities for product improvements.
• Assist in user surveys, satisfaction reports, and customer success metrics.

5. Data, Reporting & Administration

• Update CRM and customer success tools with accurate records, notes, and engagement history.
• Prepare simple customer reports, usage summaries, and communication templates.
• Track onboarding progress, engagement scores, and renewal dates.

6. Support Retention & Growth

• Identify early signs of customer disengagement or churn risk and alert the CSM team.
• Promote relevant product features or add-ons that benefit the customer (non-sales quota role).
• Support renewal processes with proactive communication and value demonstration.

Required Skills & Qualifications

• Bachelor's degree in Business, Marketing, IT, Communications, or related field (or equivalent experience).
• 1–3 years of experience in Customer Success, Support, Account Coordination, or Service roles—preferably in a tech or SaaS environment.
• Strong understanding of software products, cloud solutions, or digital platforms.
• Excellent written and verbal communication skills.
• Strong organizational and time-management abilities.
• Customer-first attitude with empathy, patience, and problem-solving skills.
• Familiarity with CRM or CSM tools (HubSpot, Salesforce, Zendesk, Intercom, etc.).