Customer Success Executive (Buyers) in Basingstoke

Once For All is a high‑growth, cloud‑based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sector and have over 250k customers across the UK in 20 different sectors including construction, transport, retail, hospitality, education, facility and property management, manufacturing, local and central government.

Role Summary

The role is responsible for building and maintaining strong relationships with our buyers, developing strategic, long‑lasting and successful partnerships. You will help customers maximise the value of the products and services they subscribe to, drive platform adoption across the buyer community and their wider supply chains, and support subscription retention while strengthening customer advocacy.

This role follows a hybrid working pattern, with three days each week based in the Basingstoke office and two days working from home.

Job Responsibilities

• Customer onboarding: develop a comprehensive understanding of the customer needs and business objectives, assist in building a personalised adoption plan that supports their business and increases customer advocacy, complete the initial set up of the platform, and provide comprehensive training to the customer.
• Driving adoption: set up and manage supply chain campaigns to drive adoption of the platform within the buyer’s supply chain, assist in creation of individual success plans to support customer business objectives, present impactful data and insights during regular customer business reviews, support the customer through organisational change management, serve as a subject‑matter expert for platform use and support, champion new product features, proactively monitor customers’ supply chain compliance and activity, help customers use our technology over the phone and email, act as the voice of the customer and provide feedback to senior management and the product team, collaborate with the Buyer Success Team, Customer Account Managers, Marketing, Sales Operations and Inside Sales teams to maximise all adoption/customership advocacy opportunities.
• Pre‑sales support: provide support to the Customer Account Managers during pre‑sales engagements, sharing product expertise with prospective customers.

Knowledge, Skills, Experience and Qualifications

• Minimum two years of customer‑facing experience in a SaaS‑based environment.
• Proven experience in Sales, Business Development, Account Management, Customer Success, Customer Experience or other customer‑facing roles.
• Basic understanding of construction or supply chain risk management preferred (training provided).
• Exceptional written and verbal communication skills.
• Strong problem‑solving skills with an analytical approach to data.
• Commitment to accuracy and attention to detail.
• Passion for working with customers, commercial experience, enthusiasm and excitement for the role.
• Quick learner, prioritisation, effective under pressure, dependable and organised.
• Tech‑savvy, comfortable using CRM software and telephone systems.
• Adaptability to fast‑paced, growth‑oriented environment, inquisitive nature, drive for continuous professional improvement, and ability to resolve customer issues and complaints.
• Team‑player and self‑motivated individual.

What we offer

As well as a career in a fast‑paced environment within an expanding business, we also offer the following benefits as standard:

• Wellness fund or Private Medical Insurance (dependent on role)
• Pension
• Life Assurance x 3
• 25 days holiday plus 8 bank holidays
• Ongoing continual professional development (CPD)
• Holiday purchase scheme up to 5 days
• One paid and one unpaid volunteering day
• 24/7 and 365‑day Employee Assistance Programme
• Team and company off‑site events
• Specsavers eye‑care voucher
• Free tea, coffee and fruit every week – Basingstoke office

Seniority level

• Entry level

Employment type

• Full‑time

Job function

• Other
• Software Development