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- Tasks: Drive customer success and retention while maximising value through the Kefron AP platform.
- Company: Join a dynamic tech company focused on customer success and innovation.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Why this job: Be a trusted advisor and make a real impact on customer success.
- Qualifications: 3+ years in Customer Success or SaaS, with strong relationship-building skills.
- Other info: Collaborative environment with a focus on continuous improvement and career development.
The predicted salary is between 36000 - 60000 Ā£ per year.
To play a critical role in driving long-term customer value, retention, and expansion across the Kefron Digital customer base by ensuring customers achieve measurable business outcomes through the Kefron AP platform.
The Senior Customer Success Executive will act as a trusted advisor to customers, maximising Net Revenue Retention (NRR) while advocating for customer needs internally and supporting the continued growth and maturity of the Customer Success function.
Reports to ā Head of Customer Success
Supports ā Kefron Digital customer base and Commercial team
Interfaces with ā Sales, Product, Professional Services and Development teams
Targets and measurable KPIs ā Remuneration and performance will be directly linked to Customer Success KPIs including Net Revenue Retention (NRR) churn reduction, customer adoption metrics, renewal rates, and expansion ARR.
Places of work UK or Ireland-based with a requirement to attend the Dublin or London office twice per week, as well as visiting customer sites as required.
Key Attributes
- Builds trusted, long-term relationships with senior stakeholders and economic buyers
- Communicates confidently and professionally in person and online, including QBRs, executive reviews, workshops, and customer presentations
- Has strong commercial acumen and a clear understanding of how Customer Success drives revenue
- Is highly organized and capable of managing complex customer portfolios
- Proactively identifies risks, escalates appropriately, and drives resolution
- Balances customer advocacy with commercial and product realities
- Demonstrates excellent written communication skills, producing high-quality customer documentation and eāmail correspondence
- Thrives in a fast growth, "wear many hats" SaaS environment
- Is resilient, accountable, and outcomeāfocused
- Works collaboratively across teams while owning customer outcomes endātoāend
- Acts as a role model for Customer Success best practices within Kefron
- Is passionate about technology and genuinely believes in the value the Kefron AP platform delivers to customers
- Maintains a growth mindset and seeks to continuously improve customer experience and internal processes
Experience and Skills
The Senior Customer Success Executive is a senior, clientāfacing role. Candidates will have at least 3+ years' experience in a Customer Success or Service Delivery or within a SaaS or technology company, with demonstrable ownership of renewals and expansion. Experience working with midāmarket or enterprise customers is highly desirable.
Key Competencies
- Strong understanding of SaaS business models, customer lifecycles, and renewals
- Experience driving customer adoption, value realisation, and expansion
- Ability to interpret customer usage data and health indicators
- Experience managing renewals and commercial conversations
- Comfort working with technical and nonātechnical stakeholders
- Understanding of system integrations, workflows, and data concepts (technical depth not required but advantageous)
- Experience working with CRM systems (e.g. HubSpot or Salesforce)
- Strong presentation and documentation skills
Technical and Tooling Capability
- User of modern CRM platforms (HubSpot, Salesforce or similar)
- User of Microsoft Office and CoāPilot
- User of enterprise ChatGPT or similar AI productivity tools
- Comfortable producing customerāfacing presentations (PowerPoint / Canva)
- Ability to explain SaaS platform functionality and workflows to demo standard
- Any exposure to finance systems, ERP platforms, or document automation solutions would be a distinct advantage
Core Role Functions
- Customer Relationship Management
- Own senior relationships across a defined portfolio of customers
- Act as the primary postāsale point of contact for customers
- Build and maintain strong multiāthreaded relationships within customer organisations
- Conduct regular customer engagement sessions including QBRs and strategic reviews
- Understand customer business objectives and map Kefron AP value to those goals
- Drive successful onboarding and ongoing adoption of the Kefron AP platform
- Monitor customer health and usage metrics to proactively identify risks
- Own renewal processes in partnership with Sales and Commercial leadership
- Identify and progress upsell and crossāsell opportunities
- Develop account growth plans for strategic customers
- Actively work to minimise churn and improve NRR
- Coordinate with Professional Services onboarding and delivery milestones
- Work closely with Support and Digital Ops to manage escalations and issue resolution
- Partner with PreāSales on account expansion opportunities
- Ensure seamless handover from Sales into Customer Success
- Provide clear internal visibility on customer status, risks, and opportunities
- Act as the voice of the customer internally
- Channel structured customer feedback into Product and Leadership teams
- Contribute to Product Board or equivalent feedback mechanisms
- Participate in product roadmap discussions from a customer perspective
- Support beta programmes and early adopter initiatives where appropriate
- Contribute to the ongoing development of Customer Success processes, playbooks, and best practices
- Support the mentoring and development of more junior Customer Success team members
- Help scale a consistent, highāquality customer experience as Kefron Digital grows
Equal Employment Opportunity
Kefron is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.
Senior Customer Success Executive in London employer: Uniting Holding
Contact Detail:
Uniting Holding Recruiting Team
StudySmarter Expert Advice š¤«
We think this is how you could land Senior Customer Success Executive in London
āØTip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, webinars, or even local meetups. The more you engage, the better your chances of landing that Senior Customer Success Executive role.
āØTip Number 2
Show off your skills! Prepare a killer presentation or case study that highlights your experience in customer success. This will not only demonstrate your expertise but also give you an edge during interviews.
āØTip Number 3
Be proactive! Reach out to potential employers directly through our website. A friendly email expressing your interest can go a long way in making a memorable first impression.
āØTip Number 4
Follow up after interviews! A quick thank-you note can keep you top of mind for hiring managers. Plus, it shows your enthusiasm for the role and the company.
We think you need these skills to ace Senior Customer Success Executive in London
Some tips for your application š«”
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in Customer Success, especially with SaaS platforms. We want to see how your skills align with the role and how you can drive customer value.
Showcase Your Communication Skills: Since this role involves a lot of interaction with customers and internal teams, demonstrate your excellent written communication skills. Use clear, professional language in your application to reflect how you'd communicate with clients.
Highlight Relevant Experience: Donāt forget to mention your experience with renewals and expansion in previous roles. Weāre looking for someone who understands customer lifecycles and can manage complex portfolios, so make that shine through!
Apply Through Our Website: We encourage you to apply directly through our website. Itās the best way for us to receive your application and ensures youāre considered for the role. Plus, it shows youāre keen on joining our team!
How to prepare for a job interview at Uniting Holding
āØKnow Your Customer Success Metrics
Before the interview, brush up on key Customer Success metrics like Net Revenue Retention (NRR) and churn reduction. Be ready to discuss how you've impacted these metrics in your previous roles, as this will show your understanding of the role's core responsibilities.
āØDemonstrate Your Relationship-Building Skills
Prepare examples of how you've built strong relationships with senior stakeholders in past positions. Highlight specific instances where your communication skills led to successful outcomes, as this is crucial for a Senior Customer Success Executive.
āØShowcase Your Problem-Solving Abilities
Think of scenarios where you identified risks or challenges for customers and how you resolved them. Being able to articulate your proactive approach to problem-solving will resonate well with the interviewers.
āØFamiliarise Yourself with the Kefron AP Platform
Do some research on the Kefron AP platform and its value proposition. Understanding the product will not only help you answer questions more effectively but also demonstrate your genuine interest in the company and its offerings.
