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.).