JOB OVERVIEW:

We are seeking a proactive and customer-focused Customer Success Executive to lead and support the full customer lifecycle, from onboarding and training to renewals and relationship growth. This role is instrumental in ensuring our customers have a seamless and rewarding experience with our products and services.
As the key point of contact for new and existing customers, you will guide users through onboarding and setup, deliver tailored training, and conduct ongoing account reviews and check-ins. You will
also support contract renewal processes by identifying opportunities and resolving friction points early.
You’ll drive continuous improvement by leading Customer Success initiatives, enhancing CRM processes, and collaborating across teams to ensure customer needs are understood and actioned.
This role is ideal for someone who combines excellent communication skills, a problem-solving mindset, and a passion for delivering exceptional customer outcomes.

CUSTOMER SUCCESS AND RETENTION

• Setup, onboard and train new customers, ensuring a smooth implementation and full understanding of the platform’s features and best practices.
• Deliver engaging training sessions, tailored to customer roles and business needs.
• Conduct regular account reviews and check-ins to monitor adoption, resolve issues, and identify upsell or improvement opportunities.
• Prepare for contract renewals, assess account health, usage, and satisfaction.
• Act as a trusted advisor, building strong relationships that drive long-term satisfaction and retention.
• Proactively identify and execute customer experience initiatives, such as feedback loops, surveys, or success plans.
• Lead or support customer experience projects as needed, focusing on initiatives that enhance the overall customer journey and satisfaction
• Act as the unwavering voice of the customer, consistently advocating for their needs and ensuring their end-to-end experience exceeds expectations. Drive a culture of customer obsession by actively seeking feedback, resolving concerns with urgency, and cultivating strong relationships that turn satisfied customers into enthusiastic promoters of our brand and service.

SKILLS & EXPERIENCE REQUIRED

• Customer Obsession: Demonstrated ability to put customers at the heart of every decision, with a passion for delivering exceptional experiences.
• Excellent Communication Skills: Strong verbal and written communication, with the ability to empathise, influence, and clearly articulate value.
• Problem-Solving Mindset: Skilled at identifying issues, investigating root causes, and driving resolution in a structured and proactive manner.
• Relationship Building: Proven ability to develop trust-based relationships with customers and internal stakeholders at all levels.
• Data-Driven: Comfortable interpreting customer feedback and behavioural data to inform decisions and drive improvements.
• Tech-Savvy: Proficient with customer support tools (e.g., CRM systems, helpdesk platforms) and comfortable working in a digital-first environment.
• Experience: 2+ years in a customer-facing role such as Customer Success, Account Management, Support, or Service Delivery, ideally within a fast-paced or tech-driven environment.
  Job Types: Full-time, Permanent
  Pay: £24,000.00-£28,000.00 per year

Benefits:

• On-site parking

Work Location: In perso

THE ROLE

Reports To: Head of Customer Success
Banding: Band 2 - £24,000.00-£28,000.00 per year
Location & Term : Cardiff, Full-time (Monday – Friday), On-site