Customer Success Executive
- Based in Derby (DE21)
- Up to £35,000 DOE
- 4-Day Work-Week & Hybrid Working
The Opportunity
A growing accountancy and professional advisory firm in the East Midlands is seeking a commercially minded Customer Success Executive to manage the client journey from initial inquiry through onboarding and ongoing relationship management.
This role sits at the intersection of client relationships, commercial decision-making, and operational delivery, ensuring new clients are well qualified, engagements are commercially sound, and onboarding is structured and efficient.
It is ideally suited to someone with experience within accountancy practice, professional services, financial services, consultancy, or advisory environments who enjoys client interaction as much as process improvement and commercial ownership.
Role Overview
The Customer Success Executive owns the commercial lifecycle of a client relationship:
- Qualifying and shaping new opportunities
- Managing proposals and conversion activity
- Leading structured onboarding
- Supporting client retention conversations
- Protecting pricing, scope, and margin
You will act as a central coordination point between clients, partners, and delivery teams, ensuring consistency in how the business wins and retains work.
Key Responsibilities
Client Discovery & Qualification
- Conduct structured discovery calls with prospective business clients
- Understand accounting, compliance, or advisory requirements
- Assess complexity, commercial fit, and service suitability
- Filter misaligned enquiries and prioritize viable opportunities
- Produce clear internal summaries highlighting risks and scope considerations
Ownership of Standard Engagements
- Define engagement scope using established pricing frameworks
- Prepare and present proposals for recurring compliance or advisory services
- Manage commercial discussions confidently
- Own follow-up activity through to engagement agreement
Complex Opportunity Coordination
- Route higher-value or technically complex work to partners or senior advisors
- Provide structured discovery insight to support proposal development
- Maintain proposal tracking and client engagement momentum
Proposal & Pipeline Management
- Track live opportunities across the business
- Maintain structured follow-up processes
- Help reduce sales cycle length while maintaining quality of fit
Client Onboarding
- Act as the commercial lead during onboarding
- Ensure AML, engagement letters, and documentation are completed
- Reinforce agreed scope, timelines, and expectations
- Coordinate smooth handover into delivery teams
Commercial & Scope Protection
- Ensure engagements are clearly defined before work begins
- Apply pricing guardrails consistently
- Identify underpricing or scope creep risks early
Client Retention & Offboarding
- Act as first commercial contact where clients raise concerns or consider leaving
- Conduct structured conversations to understand underlying issues
- Explore retention or service adjustment options where appropriate
- Manage professional offboarding where necessary
- Capture feedback and commercial insight to support business improvement
About You
You are likely to come from:
- An accountancy practice, professional services firm, or advisory environment
- A client management, onboarding, practice management, or commercial coordination role
You will demonstrate:
- Strong commercial awareness
- Confidence speaking with business owners and senior stakeholders
- Excellent organization and follow-through
- Ability to balance client experience with commercial discipline
- A structured and process-driven mindset
Whats on Offer
- Salary £32,000 £35,000
- Hybrid working and a genuine 4-day work-week
- High ownership, visible role within a growing professional services firm
- Opportunity to shape client experience and commercial processes
- Collaborative and ambitious working environment
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