Customer Success Executive (£35k base + £3k bonus)

We are working exlcusively with our client to find a Remote Customer Success Executive.

About:

Our client is the decision-making hub for higher education and the accommodation sector. Comprising two parts, it has supported over 12 million students to make decisions, and provides data and insights to the sector, serving investors, developers, operators, universities, and property advisors.

The platform curates the most comprehensive real-time dataset on the student housing market, housing over 3.4 billion data points and delivering updates on pricing, availability, rental incentives, property details, planning applications, and verified student sentiment. Its insights are available across the UK, Ireland, Germany, Spain, and France, with further expansion across Europe planned throughout 2025.

Having achieved 97% of their international growth targets for 2025 by the end of Q1, they’re now scaling both domestic and international B2B operations, and are investing in a high-calibre Customer Success Executive to support clients as their base grows.

Key Highlights:

• Currently performing at £2.9m ARR (up more than 50% from last year) with a team of 55 people across the whole business – existing commercial team of 2 AEs supported by 4 customer success managers.
• Working hand-in-hand with their Director of SC, Head of Partnerships and CRO to look after 15+ customers with an average spend of £15k ARR.
• Current NRR of 123%.
• Direct line managers who will train and support you.
• Over 68 B2B clients cover around 65% of the UK\’s 800,000 student beds. Now, they are also looking to gain significant traction across the US and Europe.
• Their new product has already been contracted in several countries across Europe (Spain, Portugal, Germany, France, Austria, Italy, Netherlands)
• Diverse and inter-linked client base consisting of PBSA’s and higher education institutions.
• Strong ROI delivered to customers where their platform is used to deliver best-in-class reputational management to ultimately help attract more students, increase profits and reduce risk. Your role will also include light management of their prop-tech platform which is helping PBSa’s understand the best pricing levels to increase occupancy rates.
• Scaling after a successful investment round, building out the team with more defined roles and support structures.
• £35k base + £3k performance bonus, a friendly and open culture with an honest and non-hierarchical approach to high performance.

The Role:

• Manage a portfolio of 15+ clients with an average spend of £15k ARR – spanning smaller operators through to medium-sized PBSAs and higher education institutions.
• Onboard new customers onto the reputation management platform, ensuring they are set up for success in line with their specific goals.
• Act as the primary day-to-day contact for clients, responding to queries, resolving issues, and building strong, long-term relationships with senior marketing directors and other stakeholders.
• Prepare and deliver monthly reports on platform performance and client activity, providing actionable recommendations such as responding to reviews, updating content, or adjusting pricing strategies to improve occupancy rates.
• Identify upsell and cross sell opportunities to be passed to the sales team.
• Develop deep product knowledge to confidently guide, train, and present to clients, including supporting pre-sales activity by showcasing the platform to prospective customers.
• Create and distribute client communications to ensure updates, new features, and product enhancements are clearly understood across a variety of customer personas.
• Collaborate with internal teams (Customer Success, Data Solutions, and Product) to capture client feedback and contribute to continuous platform improvement.
• Play a key role in scaling customer success processes by remaining highly organised, proactive, and disciplined in managing client relationships.

Requirements:

• 1+ year of experience in a customer-facing role within SaaS, customer success, account management, or a related area.
• Strong organisational skills with the ability to manage multiple client accounts and stay on top of deadlines.
• Flexibility to work across a number of different products and persona types.
• Confident communicator who can adapt messaging for both junior and senior client stakeholders.
• Evidence of reliability and success – e.g. progression in previous roles, leadership positions, volunteering, or balancing work alongside studies.
• Self-motivated and disciplined, able to work autonomously in a remote-first environment while taking initiative.
• Genuine interest in helping clients succeed and a proactive mindset towards problem-solving.
• Quick learner with the ability to pick up new platforms and data tools, and apply that knowledge in client conversations.
• Experience with SaaS or recurring revenue businesses is preferred, as it provides an understanding of repeatable customer success processes.
• University degree not required – strong evidence of work ethic, teamwork, and initiative is equally valued.

Benefits:

• Salary from £35k base + £3k Bonus.
• Unlimited holidays.
• £1k towards your home office.
• Fully remote working and flexible hours.
• Highly supportive company culture with an emphasis on output and performance.