Senior Customer Success Executive

Central Employment are delighted to be working with a scaling B2B SaaS focused organisation, as they look to appoint a Senior Customer Success Executive to join their fast growing CS team based in Newcastle. 

This role be would operating on a hybrid working pattern, so the successful Customer Success Executive must be located in the North East, committing to 2-3 office days.

Key Responsibilities

● Manage the relationship with our customers from onboarding throughout their entire customer journey
● Leading the onboarding of new customers, delighting them at every stage, whilst retaining a scalable approach
● Working with cross-functional teams to ensure quality project and time management throughout the on-boarding experience and beyond
● Renewing and expanding existing customer accounts
● Truly understanding customers goals and objectives to ensure we understand what success means to them
● Effectively monitor customer health and risk indicators to ensure we maximise the retention of our accounts
● Identify opportunities to utilise different tech features of the platform
● Use data to identify opportunities to increase feature adoption
● Identify opportunities to recommend and up-sell further consultancy work
● Use HubSpot and other data tools to accurately forecast commercial opportunities and keep customer records up to date
● Use the knowledge and experience of working with our customers to feed innovative ideas and suggestions into our Product team.
● Keep up to date with the latest approaches and thought leadership with regards to Customer Success and employee experience.

Requirements

● Proven track record in Customer Success or Account Management – min of 2 yrs
● Experience of successfully managing customer relationships or accounts
● Confidence in speaking to a range of stakeholders; from project lead up to Director-level professionals
● Comfortable challenging customer views, goals, and expectations, in the right way
● The ability to actively listen to customers and truly understand how their business works and their requirements
● A data-driven approach to decision making
● Attention to detail, disciplined and highly organised
● Strong team worker and communicator – there are many other individuals and functions to collaborate with
● Experience working in a fast-moving SaaS and/or B2B environment
● Experience of all Microsoft Office or Google Docs/Sheets/Slides programs
● An appetite for improving processes and scaling the ways we work