Location: Twickenham, West London
Start Date: Immediate
Salary: £26,000 - £28,000 per annum + performance bonus

OVERVIEW:

We’re looking for a proactive Customer Success Executiveto oversee the onboarding, satisfaction, and long-term success of our clients across all ECG brands. You will be the go-to person for ensuring our clients feel supported, heard, and excited to stay with us long-term. Your performance will directly impact retention, upsells, and lifetime value.

• Manage onboarding and training of new clients across Affordable Socials, FIRST, and EC Agency
• Act as the main point of contact for client communication and ongoing relationship building
• Track client KPIs, usage, satisfaction, and potential churn risks using CRM tools
• Develop and deliver success plans and monthly check-ins for priority accounts
• Identify upsell opportunities and work closely with Sales to maximise account value
• Proactively resolve any client issues, coordinating with the operations and marketing teams
• Ensure high client retention, maintain <5% churn rate, and monitor NPS scores
• Build systems and SOPs for client relationship workflows and handovers