Job Overview
Our client is seeking a proactive and customer-focused Customer Success Executive to join their growing team. This is an exciting opportunity to help customers maximise the value of an innovative B2B SaaS platform by driving user engagement, product adoption and long-term customer success.
Working remotely, you will become the trusted point of contact for a large and growing user base, proactively helping customers discover and utilise the platform's full capabilities. Rather than waiting for customers to ask for help, you'll reach out to educate, support and guide them through features, resources and best practices.
If you're passionate about building relationships, enjoy teaching others and thrive on helping customers succeed, this role offers an excellent opportunity to develop your career within a collaborative and fast-growing technology business.
Key Responsibilities
Customer Success & Engagement
- Proactively engage with existing platform users to increase product adoption and engagement.
- Build strong relationships with customers, becoming their trusted point of contact.
- Conduct proactive check-ins via phone, email and video meetings.
- Identify opportunities to improve the customer experience and encourage greater platform usage.
Customer Onboarding & Education
- Guide users through platform functionality, features and best practices.
- Deliver product demonstrations and onboarding sessions.
- Share video tutorials, documentation and learning resources to support customer success.
- Help customers confidently navigate the platform and achieve their business objectives.
Customer Insights & Product Feedback
- Gather customer feedback and identify common questions or challenges.
- Share user insights with internal teams to improve onboarding, customer experience and product development.
- Identify trends that could improve customer engagement and retention.
- Contribute ideas that enhance customer education and support resources.
Customer Relationship Management
- Maintain accurate records of customer interactions within the CRM.
- Monitor customer engagement and proactively follow up where additional support is required.
- Manage a large portfolio of users while delivering a personalised customer experience.
- Collaborate with sales, product and support teams to ensure customer needs are met.
Qualifications & Experience
To be successful in this role, you should have:
- Previous experience in Customer Success, Customer Support, Client Services, Onboarding or Training.
- Experience supporting customers using a SaaS or technology product is highly desirable.
- Excellent verbal and written English communication skills.
- Confidence communicating with customers via phone, email and video.
- Strong relationship-building and presentation skills.
- A proactive, customer-first mindset with excellent problem-solving abilities.
- The ability to explain technical concepts in a clear and simple way.
- Excellent organisational skills with the ability to manage multiple customer relationships simultaneously.
Desirable Skills
- Previous experience working within a B2B SaaS environment.
- Experience delivering software onboarding or customer training.
- Familiarity with CRM platforms such as HubSpot, Salesforce or similar.
- Experience creating or presenting user education content.
- Knowledge of customer success metrics and customer engagement strategies.
Equipment Requirements
- Reliable laptop or desktop computer.
- Stable, high-speed internet connection.
- Professional home office suitable for remote working.
- High-quality headset and webcam for customer meetings.
Working Hours
- Full-time position.
- Fully remote working.
- Working hours aligned with business requirements.
What We Offer
- Competitive salary.
- Fully remote working environment.
- Opportunity to work with an innovative B2B SaaS platform.
- Ongoing training and professional development.
- A collaborative and supportive team culture.
- The opportunity to make a meaningful impact on customer success and product adoption.
- Career growth opportunities within a growing technology business.