Customer Success Executive in Leatherhead

Role Overview

Division: Commercial

Department: Customer Success

Reporting to: Head of Customer Success – Jennifer Dunne

Level: We are looking for a proactive and customer‑focused Customer Success Executive to join our friendly, ambitious and growing team. This role ensures our clients gain maximum value from their subscriptions to our SaaS products. You will be the first point of contact for customer queries via our service desk and telephone support line, while maintaining accurate and up‑to‑date information in our CRM systems (Freshdesk and HubSpot). You will also play a key role in onboarding and training new customers, facilitating product enquiries, and supporting light account management activities in close collaboration with the wider Commercial team (Sales & Marketing).

Key Responsibilities

• Deliver excellent customer service and build strong, positive relationships with clients.
• Manage, action and monitor incoming customer queries via phone and email through our service desk.
• Work effectively within a collaborative team environment.
• Support the sales team by developing account insights and sharing relevant intelligence.
• Identify and qualify opportunities or leads to pass to the sales team.
• Support reporting on sales activity, including pipeline updates and new prospect tracking.
• Onboard new customers and deliver training on our products and services.
• Create, update and maintain customer support materials and documentation.
• Contribute to the smooth daily operations of the Customer Success function.
• Assist with internal and external audits relating to the Customer Success team.
• Collaborate with Sales and Marketing to optimise service efficiency and strengthen customer relationships.
• Monitor and report on KPIs.
• Support the development and documentation of processes, including handling subscription renewals.

What you’ll need to succeed

Qualifications

Educated to degree level or equivalent.

Relevant Experience

At least 1 year’s customer service experience.

Aptitude, skills and abilities

• Strong client facing and presenting skills.
• Ability to demonstrate SaaS products to customers.
• Proficient in Outlook and MS Office.
• Presentation skills: able to convey a point in a clear and effective way while delivering in a professional yet warm and personable style.
• Comfortable managing multiple customer enquiries at once and prioritising effectively.
• Strong follow‑through to ensure customer issues are fully resolved.
• Ability to learn new systems and processes quickly.

Personal Attributes / Disposition

• Communication skills: excellent verbal, written and interpersonal.
• Results orientation: you are a person who likes to complete a project on time and done well.
• Teamwork: able to work effectively with others in a group and participate in new ideas generation.
• Approachable and friendly style when engaging with customers.
• Takes ownership of tasks and sees things through to completion.
• Open to feedback and willing to adapt based on team or customer needs.
• Shows initiative and suggests improvements when spotting inefficiencies.