Senior Customer Success Executive

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: Head of Customer Success

Supports: Kefron Digital customer base and Commercial team

Interfaces with: Sales, Product, Professional Services and Development teams

Targets and measurable KPIs: 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 e-mail correspondence
• Thrives in a fast growth, “wear many hats” SaaS environment
• Is resilient, accountable, and outcome-focused
• Works collaboratively across teams while owning customer outcomes end-to-end
• 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, client-facing 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 mid-market 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 non-technical 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 Co-Pilot
• User of enterprise ChatGPT or similar AI productivity tools
• Comfortable producing customer-facing 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 post-sale point of contact for customers. Build and maintain strong multi-threaded 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.
• Customer Adoption, Retention and Growth: 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 cross-sell opportunities. Develop account growth plans for strategic customers. Actively work to minimise churn and improve NRR.
• Internal Collaboration and Escalation Management: Coordinate with Professional Services onboarding and delivery milestones. Work closely with Support and Digital Ops to manage escalations and issue resolution. Partner with Pre-Sales on account expansion opportunities. Ensure seamless handover from Sales into Customer Success. Provide clear internal visibility on customer status, risks, and opportunities.
• Product Feedback and Customer Advocacy: 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.
• Customer Success Function Development: 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, high-quality 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.