Customer Success Executive in Bedford

Reports to: Head of Customer Success

Location: Bedford (Hybrid)

Salary: £35,000 per annum

About QV Systems

QV Systems is a market-leading fintech providing SaaS-based lending, leasing and financing products for asset and automotive finance businesses. Through our Accelerate platform, we serve a growing base of broker clients across the UK, helping them streamline their operations and grow their businesses. We believe in change for good, because being future-ready means making lives better. This runs through every aspect of our business and culture, as we strive to give finance businesses the tools and technology they need to thrive.

As a close-knit team, we’re at an exciting stage of growth where everyone’s contribution matters. This isn’t a role where you’ll be siloed into narrow responsibilities – you’ll have the opportunity to get involved across the business, shape how we work, and make a real impact on both our customers and our company.

Job Purpose

The Customer Success Executive is an excellent opportunity for someone looking to build their career in SaaS customer success within a growing fintech. Working as part of the Customer Success team, you will support our customers in getting the most value from the Accelerate platform, helping brokers achieve their business goals through effective onboarding, training, and ongoing engagement.

What makes this role unique:

At QV Systems, Customer Success isn’t just about ticking boxes – it’s about being a genuine advocate for our customers. You’ll be the voice of our brokers internally, translating their needs into action across product, support, and sales. In a company of our size, you’ll have direct access to decision-makers and the ability to influence how we serve our customers.

This is a hands-on, varied role where no two days are the same. You’ll work closely with the Head of Customer Success & Support and collaborate across all areas of the business – from product development to marketing to technical support. If you enjoy variety, want to understand how a SaaS business operates end-to-end, and thrive in environments where you can roll up your sleeves and get stuck in, this role is for you.

What Success Looks Like in this Role

• Customer Advocacy Mindset

• You genuinely care about our customers’ success and become their champion internally.
• You ask “what’s best for the customer?” and aren’t afraid to voice their needs.
• You build trust by being reliable, honest, and always following through.
• You see challenges from the customer’s perspective and work to remove barriers.

• You don’t wait to be told what to do – you spot issues and opportunities and take action.
• You follow through on commitments without needing constant oversight.
• You take pride in your work and your customers’ outcomes.
• When something isn’t working, you speak up and suggest improvements.
• You’re happy to get involved wherever needed – whether that’s helping with documentation, joining a sales call, testing a new feature, or contributing to a customer event.
• You see the whole business as “your team” and support colleagues across functions.
• You share knowledge freely and aren’t territorial about your work.
• You embrace the reality that in a growing company, everyone pitches in.

• You’re curious and eager to learn – about our platform, our industry, and our customers’ businesses.
• You seek feedback and actively work to improve.
• You’re comfortable with ambiguity and see change as opportunity.
• You’re not intimidated by new challenges or stepping outside your comfort zone.

Main Duties and Responsibilities

• Customer Onboarding & Platform Setup

• Lead the onboarding process for new Tier 2 and Tier 3 customers, ensuring smooth setup and activation.
• Configure basic platform settings to support customers’ business requirements, escalating complex configurations when needed.
• Create and maintain customer documentation including configuration notes and setup guides.
• Deliver engaging introductory training sessions that set customers up for success.
• Identify and resolve onboarding blockers quickly, involving the right people to keep things moving.

• Act as the customer’s champion internally – be their voice in product discussions, prioritisation meetings, and strategic conversations.
• Build genuine, trusted relationships with assigned customers through regular, meaningful communication.
• Conduct proactive check-in calls to understand evolving customer needs and business challenges.
• Anticipate customer concerns and address them before they become problems.
• Translate customer feedback into actionable insights for product, support, and leadership teams.
• Escalate customer issues with context and urgency, following through to resolution.
• Help customers discover and utilise platform features that align with their specific business goals.
• Share best practices, tips, and success stories to inspire greater platform usage.
• Monitor customer engagement patterns and proactively reach out when usage drops.
• Create compelling case studies and testimonials from successful customers.
• Contribute to customer communications including newsletters, feature announcements, and success stories.

• Conduct annual check-ins with Tier 3 customers, making them feel valued and heard.
• Support bi-annual business reviews for Tier 2 customers, preparing materials and gathering insights.
• Track customer health indicators and flag at-risk accounts early.
• Develop simple success plans that align customer objectives with platform capabilities.
• Celebrate customer wins and milestones to strengthen relationships.

• Participate actively in product discussions, bringing real customer examples and use cases.
• Support marketing with customer stories, testimonials, and content ideas.
• Assist with sales activities when customer insights would be valuable (e.g., joining prospect calls, sharing success stories).
• Contribute to customer events, webinars, and forums.
• Get involved in company initiatives beyond your core role – whether that’s helping with QV Connect planning, testing new features, or supporting recruitment.
• Share knowledge across the team and help build our collective understanding of customer needs.

• Spot opportunities where customers could benefit from additional features or modules.
• Qualify and communicate expansion opportunities to the Customer Success Manager.
• Support renewal processes by maintaining strong relationships and demonstrating ongoing value.
• Gather and share competitive intelligence and market insights from customer conversations.

• Maintain accurate, detailed records of customer interactions in HubSpot.
• Contribute to knowledge base articles, playbooks, and process documentation.
• Track customer success metrics and share insights with the team.
• Identify opportunities to improve how we work and suggest practical solutions.
• Help build scalable processes as the customer base grows.

Key Results Areas (Accountabilities)

• Customer Advocacy: Consistently represent customer voice internally and influence positive outcomes.
• Customer Satisfaction: Maintain positive relationships contributing to strong NPS scores.
• Onboarding Excellence: Smooth, high-quality customer activations that set up long-term success.
• Engagement: Proactive communication and relationship management across assigned accounts.
• Cross-Functional Impact: Active contribution to team goals and company initiatives.
• Process & Documentation: Help build knowledge and systems that scale.

Experience & Education

• Bachelor’s degree or equivalent relevant experience in business, technology, or related field.
• 1-3 years experience in a customer-facing role (customer success, account management, customer service, or similar).
• Demonstrated ability to build positive relationships and advocate effectively for others.
• Experience working with software applications or technology platforms.

Personal Attributes

• Genuinely care about people – both customers and colleagues.
• “Pitch in” mentality – happy to do whatever needs doing, even if it’s outside your job description.
• Entrepreneurial spirit – energised by growth-stage company dynamics.
• Professional curiosity – want to understand how the business works, not just your piece of it.
• Resilience – can handle ambiguity and the occasional curveball.
• Humility – willing to ask for help and learn from others.
• UK travel availability for occasional customer visits and team meetings.

What You’ll Gain

This role offers excellent development opportunities:

• Broad exposure to all aspects of running a SaaS business – not just your function.
• Real influence – in a growing company, your voice and ideas genuinely shape how we work.
• Hands-on SaaS experience in a fast-growing fintech with diverse customers.
• Mentorship from experienced Customer Success and leadership team.
• Industry expertise in automotive and asset finance technology.
• Visibility – direct access to senior leadership and involvement in strategic discussions.
• Career progression with clear path to Customer Success Manager as the team grows.
• Professional development through £1,000 annual training budget.

What We Offer

• Pension with NEST.
• 25 days holiday + bank holidays.
• Hybrid working environment (Bedford office and remote flexibility).
• Technology package: MacBook and AirPods Pro, plus any equipment needed for effective home working.
• £1,000 annual training budget for courses, certifications, and professional development.
• Quarterly company socials and team events.
• Volunteering opportunities for our chosen charity.
• Inclusive, collaborative culture where everyone’s contribution is valued and visible.

Who Thrives at QV Systems

You’ll love working here if you:

• Want to make a real impact and see the direct results of your work.
• Enjoy variety and the opportunity to get involved across the business.
• Prefer collaboration and open communication over hierarchy and silos.
• Are energised by growth and building something rather than maintaining the status quo.
• Value being part of a close-knit team where everyone knows and supports each other.
• Care deeply about customer success and want to be their advocate.

This might not be the right fit if you:

• Prefer highly structured roles with rigid boundaries.
• Want to focus narrowly on one specific area without broader involvement.
• Need constant direction and aren’t comfortable with autonomy.
• Prefer corporate environments with extensive resources and support structures.