Role Overview As a Locum Success Executive, you will ensure that locums receive value from our platform through a combination of proactive outreach and automated engagement. You will focus on driving satisfaction, adoption, and retention, with enhanced support for high-value locums and LAL Pro subscribers. Our ideal Locum Success Executive will have demonstrable experience of the below: Customer Management: Oversee a large portfolio of locums, delivering value through scalable, low-touch engagement. Assess customer priority level and provide higher levels of service for high-value locums, acting as a dedicated customer contact for LAL Pro subscribers. Build, manage and nurture relationships with locums. Execute, monitor and contribute to improvement in automated and manual playbooks to proactively and consistently manage locum relationships, drive efficiency, scalability and improve business outcomes. Data-Driven Insights: Monitor locum activity (shift searches, applications, and bookings) to identify trends, engagement opportunities, and at-risk locums. Capture and maintain accurate locum details within internal records to support effective segmentation (e.g. part time vs full time locums), ensuring playbooks and wider business processes are informed by reliable data. Communicate insights to the wider Customer Success team and work collaboratively to continuously improve customer experience. Health Checks: Automate regular account check-ins to ensure locums benefit from the platform, escalating for personalised support where needed. Upsell & Renewals: Identify and engage qualified locums to experience LAL Pro through a free trial. Support locums during their free trial period to ensure they experience key LAL Pro features, maximising trial-to-Pro conversion. Drive renewals of LAL Pro subscriptions by ensuring subscribers achieve ongoing value and receive proactive support throughout their subscription lifecycle. Collaboration: Work closely with sales, support, and product teams to address locum needs and enhance the overall customer experience. Act as the voice of the customer for locums, providing other teams with vital, real-world insights to inform strategy, align efforts and drive a unified, customer-centric approach. Job Requirements: 1-3 years experience in a similar role, ideally in a SaaS business. Excellent communication and presentation skills. Experience working with data to build customer profiles and assess customer needs. Ability to collaborate and build and nurture relationships with internal and external stakeholders. Experience in a customer-facing role including dealing with customer queries, product training and sharing of customer feedback to other internal teams. Experience of upselling or cross-selling in a SaaS environment (desired)