Customer Success Representative in London

Location: Hybrid - Tuesdays and Thursdays in our London office, 3 days remote.

About us: Named as one of the top SME suppliers to government by the Cabinet Office, Fivium is universally well respected for both our SaaS correspondence handling platform (eCase) and our digital development services. Our tireless customer focus coupled with our dedication to delivering excellence means that our services are setting the benchmark across the industry and driving significant organic growth; however, we recognise that this is only possible because of our very talented and engaged team, which is our most precious and prized asset, so at Fivium our people come first - always.

About the role: As a Customer Success professional focused on demonstrating value, you will play a key role in ensuring our customers see, understand, and realise the tangible benefits of our solutions. You'll build strong relationships with customers, guiding them through their journey post-implementation and helping them measure success against their objectives. Working closely with internal teams, you'll gather insights, showcase outcomes through data-driven reporting, and translate achievements into meaningful stories that highlight the impact of our service. This role is ideal for someone who enjoys blending analytical thinking with relationship-building, using evidence and insight to help customers recognise the return on their investment and strengthen long-term partnerships. Ultimately, our customers' happiness is (after our people) our number 1 priority and you will play an important part in the team delivering this.

What you'll be doing:

• Support the Customer Success team in delivering the Customer Success Programme feeding into the wider EXG programme.
• Own the customer relationship from an operational perspective.
• Communicate the EXG Programme and value proposition to customers.
• Identify and support customers with Benefits Realisation leading to the production of value reports.
• Promote the importance of change management within the customer base.
• Identify and engage key customer stakeholders and sponsors to ensure the successful adoption of eCase.
• Establish "trusted adviser" relationships with customers by attending face-to-face and remote meetings on an agreed cadence.
• Support with and distribute customer communications including updates, feedback, and events.
• Act as an escalation point for significant issues for customers.
• Share best practice knowledge and experience from across other organisations to improve the adoption of eCase across the customer user base.
• Collaborate with commercial peers to identify opportunities to up/cross-sell within customers.
• Maintain CRM system (HubSpot) to ensure all customer information is up to date and accurate.

What you bring to the team:

• A genuine passion for demonstrating value, increasing customer satisfaction and building lasting relationships.
• Strong communication skills, both written and verbal, with the ability to engage confidently with stakeholders at all levels.
• A proactive and solutions-focused mindset - you take ownership, spot opportunities for improvement, and act on them.
• Great organisational skills and attention to detail, with the ability to manage multiple priorities across different customers.
• A collaborative attitude - you enjoy working as part of a team and sharing knowledge to help others succeed.
• Experience working with SaaS products or in a customer-facing, service-oriented role.
• An analytical approach to understanding customer data and turning insights into actionable recommendations.
• Curiosity and drive to continuously learn, improve, and help shape the future of the customer success function.

Reward package: We also have an excellent benefits package, including:

• Simplyhealth - health cover that pays for eye care, contact lenses, dental, etc.
• Annual profit share.
• Season ticket loan.
• Ride2Work scheme with Evans Cycles.
• Monthly all-staff social events (go-karting, urban golf, bowling, Taste of London).
• Free fruit, tea, coffee, juice and soft drinks.
• Budget for training, going to conferences, etc.
• 25 days' leave per year, increasing by one day per year up to 30 days.
• Enhanced maternity and shared parental leave.
• Income protection cover.
• Critical illness cover.
• Life assurance.
• Private health insurance (Bupa).
• Enhanced pension scheme (5% employer contribution) available after completing your probation period.

How to apply: Please email your CV (2-3 pages A4) to careers@fivium.co.uk with "Customer Success Representative" in the subject line. All applicants will need to demonstrate permanent eligibility to work in the UK during the application process. Unfortunately, we're not able to sponsor applicants without the permanent right to work in the UK.