Customer Success Executive in London

Reward Gateway, part of Edenred, is a global leader in benefits and employee engagement. We help businesses attract, engage, and retain top talent through strategic reward, recognition, and well-being solutions. Guided by our shared missions - 'Making the World a Better Place to Work' and 'Enriching Connections, For Good' - we're committed to transforming workplaces and improving people's daily lives. Our team embodies entrepreneurial spirit, innovation, and respect. We push boundaries, speak up, and stay human, fostering a culture where imagination thrives.

Your Role in our Mission: The Client Success Executive (CSE) is responsible for supporting the Client Success team by assisting with strategic accounts within a Client Success POD. Reporting to a Strategic Client Success Director (CSD), the CSE ensures operational excellence and efficiency by handling various administrative tasks and project deliverables. While the CSD, Senior Client Success Managers (Senior CSMs), and Client Success Managers (CSMs) focus on client engagement, the CSE serves as a vital support resource, stepping in during their absence and driving internal initiatives that enhance communication and awareness among end users.

As a CSE, you play a crucial role in the success of strategic accounts without direct client involvement. You facilitate efficient operations, support training initiatives, and create engaging content for clients and internal stakeholders. Through effective communication and problem-solving skills, you help navigate operational challenges and contribute to the overall success of the Client Success team.

What's In It For Me? A chance to be part of an extremely well established, stable and high growth 'Unicorn' SaaS company with over 50 benefits in our employee benefits package, including:

• A flexible holiday plan of up to 40 days per year
• £400 a year Wellbeing Allowance
• Private Medical Insurance
• Allowance for professional development books, E-books, and podcasts
• Contributory pension scheme
• Employee, friends and family discounts across 1200+ retail, hospitality and lifestyle brands

Flexible, Hybrid Working: Collaboration, connection as a team, and strong internal relationships are part of the "RG Magic" that makes our culture thrive. Our teams work from our Dean Street office two days per week.

What You'll be Doing:

• Operational Support & Administration: Support the CSD, Senior CSMs, and CSMs with various administrative tasks, ensuring seamless project delivery. Act as the first point of contact for administrative functions, reporting, and proposal building when the team is out of office. Manage slide creation and business proposal documentation as needed.
• Training & Communication: Conduct webinars and bespoke training sessions for client stakeholders and champions, driving engagement and platform adoption (these can either be virtual or face to face). Attend Client Roadshows - creating and distributing communications to increase awareness and understanding of our offerings among end users.
• Reporting & Analysis: Maintain up-to-date records in Salesforce, including weekly pod reporting and performance analysis. Develop and analyze dashboards to monitor account metrics and operational efficiencies.
• Issue Resolution & Collaboration: Resolve operational challenges that may arise, providing timely solutions that would typically fall under Client Support Team. Collaborate closely with the Client Success team to ensure all project and operational frameworks are followed and executed effectively.

Experience and Skills You Need in this Role:

• Proven experience in a client-focused support role, preferably in SaaS or a related technology field.
• Strong organisational skills, with the ability to manage multiple priorities and adapt to a dynamic work environment.
• Demonstrated experience in using Salesforce and reporting tools to monitor account health and performance.
• Excellent partnership skills, with a focus on collaboration and clear communication.
• Capable of developing training content and leading engaging sessions for various stakeholders.
• Strong analytical skills, with a proven ability to derive insights from data and dashboards.
• Eager to learn from senior team members and develop a thorough understanding of client success strategies.
• Clear and confident communicator, both written and verbal.
• Proven at being comfortable to escalate issues while maintaining accountability for customer communication.
• Eager to learn commercial and strategic skills by shadowing CSDs and Senior CSMs.
• Demonstrated growth mindset, open to feedback, and committed to continuous improvement.

The Interview Process:

• Screening call with member of the Talent Acquisition Team
• First interview with Client Success Director (Strategic)
• Take-home assessment
• Final interview with Head of Client Success (Strategic) and member of the Client Success Team

At Reward Gateway | Edenred, we are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you have any specific requirements or need reasonable adjustments at any stage of the recruitment journey, please let your Talent Acquisition Partner know. Your needs are important to us, and we want to ensure an equitable experience for every candidate.

Be comfortable. Be you. We want every employee to feel comfortable bringing their passion, creativity and individuality to work. We value all cultures, backgrounds and experiences, because we believe diversity drives innovation and makes us stronger. Our approach to hiring and building teams is about more than filling roles - it's about creating an environment where everyone can thrive, feel supported, and contribute to our mission of making the world a better place to work!