Customer Success Executive in Bristol

Join us in transforming the financial planning and investment sector! We're on a mission to simplify and revolutionise the industry with cutting‑edge technology and exceptional customer experiences.

Are you a Customer Success superstar with a passion for fintech and a knack for building strong client relationships? We're seeking a Customer Success Executive to join our team, helping new clients get to grips with our technology and supporting existing ones with an exceptional ongoing service. We are looking for someone who will be the internal advocate for our clients, ensuring their voices (or issues) are put forward and resolved. Your mission: help new clients navigate our technology and provide unparalleled ongoing support.

What You'll Do:

• Be the primary contact for your designated clients working with teams across the business to resolve their customer issues.
• Handle queries of all types from clients, including answering inbound queries and triaging and responding to Zendesk queries within accepted SLAs.
• Generate MI and reporting analytics, identifying recurring issues and feature requests, and monitoring trends in response time and volume of queries.
• Review the operational workflow and suggest process improvements where relevant.
• Think of new and unexpected ways to wow our customers.
• Champion the customer and their needs/requirements within the business.
• Use an API to carry out customer requests and troubleshoot issues.

About You:

• Have experience of providing SaaS, Software or Platform support experience.
• Previous experience in a customer support or customer success role responding to customer queries and using ticketing software (preferably Zendesk or similar).
• Knowledge of the financial services / financial advice and/or fintech market is highly desirable but not essential.
• Are a people person with strong and confident communication skills, able to easily build rapport and adapt your style depending on the client or situation.
• Have knowledge and curiosity of how technology can transform the investing experience for the better.
• Are an expert in building relationships and have an ability to deal with complex queries, confident in presenting reasoned analysis and making recommendations to senior stakeholders both verbally and in writing.
• Have knowledge and understanding of APIs.

This Role Isn't for You If You:

• Rely on a lot of top‑down direction; you'll have a lot of freedom and ownership of your role, and you'll be expected to shape your own progression.
• Are not comfortable working in a fast‑paced environment; our speed and scalability are what set us apart.
• Struggle to follow through on your ideas; we value people who do what they say they will.
• Don't like change; you'll thrive here if you relish the ambiguity of rapid growth and are willing to embrace uncertainty.

What's in It for You:

• We prioritise a culture‑first, human‑centered environment, where diversity of thought, challenge, and experimentation are encouraged.
• We offer a comprehensive benefits package that includes:

• 27 days holiday + bank holidays (or time in lieu for working bank holidays) + day off on your birthday.
• 6% employer pension contribution, and life assurance.
• Private medical insurance with AXA Health.
• Enhanced parental leave and flexibility to integrate your home and work life in a trusted environment.
• Will writing offering with Guardian Angel.
• New Macbook when you join and up to £500 home office set up budget.
• £500 per person learning budget.
• 1 day off per year to volunteer for a registered charity of your choice.
• Work abroad for up to 6 weeks in the year.
• Length of service awards.
• 1 month paid sabbatical at 8 years.
• Health and wellbeing initiatives including free therapy, mental health support and time off.
• Subscription to Headspace.
• Perkbox range of discounts and perks including free weekly coffee and retail discounts.
• Cycle to work scheme - saving money on a range of bikes and accessories.
• Commitment to continuous learning with free access to over 10,000 online training courses.