Customer Success Executive - B2C

Trading since 1989, e.surv Chartered Surveyors is the UK's number one residential surveyor and the largest provider of property risk expertise and residential surveying services. We complete more than one property inspection every 12 seconds and employ over 600 surveyors from Land’s End to John O’Groats and Northern Ireland. This gives us the flexibility to offer nationwide coverage combined with invaluable local knowledge.

We are seeking a proactive and customer-focused Customer Success Executive to join our B2B Consumer team. This role is pivotal in ensuring our clients achieve maximum value from our customer groups within the property sector. You will be responsible for your portfolio of clients, fostering strong relationships, driving long-term engagement, and primarily growing revenue within individual accounts. Acting as the primary point of contact for clients, you will support onboarding, adoption, and ongoing success while consistently identifying and delivering opportunities for account growth. Collaborating closely with internal teams to deliver a seamless service.

Key Accountabilities

• Drive Account Growth: Develop and execute strategies to grow revenue within individual accounts, ensuring alignment with business objectives. Proactively identify and pursue upsell and cross-sell opportunities.
• Build Client Relationship: Build, maintain and grow strong relationships with B2B clients, acting as a trusted advisor.
• Onboard and Support Clients: Guide new clients through onboarding, ensuring smooth implementation and understanding of our services.
• Monitor Performance and Engagement: Track client health metrics, usage data, and feedback to identify risks and opportunities for improvement.
• Resolve Issues Promptly: Act as the first point of escalation for client queries and issues, ensuring timely resolution and maintaining service excellence.
• Retain and Grow Accounts: Identify additional opportunities within existing accounts, supporting revenue growth and client retention.
• Collaborate with Internal Teams: Work closely with internal teams (Business Development, Lead Conversion Partners & Accounts) to deliver seamless service and resolve client queries efficiently.
• Report and Recommend: Prepare regular performance reports and insights for clients and internal stakeholders, highlighting trends and recommendations.

Knowledge, Experience and Qualifications required

• Experience: Minimum 2–3 years in B2B Customer Success, Account Management, or a similar client-facing role with a focus on revenue growth.
• Track Record: Demonstrated track record of growing accounts and achieving revenue targets.
• Communication: Strong proactive communication and relationship-building skills, with the ability to influence and negotiate effectively.
• Organisation: Highly organised, detail-oriented, and confident using technology and CRM systems and data-driven performance monitoring.
• Adaptability: Ability to manage multiple priorities in a fast-paced environment.
• Commercial Awareness: Proactive, problem-solving mindset with strong business acumen.
• Desirable: Background in property, surveying, or financial services (not essential).

Additional details of exceptional aspects of the demands of the role: Flexibility in working hours may be required, sometimes at late notice, as business needs or shift patterns dictate.

If you feel you match our requirements and are looking for your next career challenge, or for a confidential discussion on the full details of this role please contact Alka Tarafdar.

e.surv is an equal opportunity and Disability Confident employer, dedicated to building a diverse and inclusive workplace. We welcome applications from people of all abilities and backgrounds, and we do not discriminate based on disability or individual needs. If you require any reasonable adjustments during the recruitment process, please let us know.

PRE EMPLOYMENT SCREENING: All of our employees have to pass a Criminal Records Disclosure and Credit Referencing Process in order to work with our lender clients.