Customer Success Executive
The Opportunity:
Nigel Wright Group are pleased to be working with a Newcastle-based SaaS business in their search for a Customer Success Executive. Our client provides a leading solution which is sold into a range of industries including construction, manufacturing and transportation. As a Customer Success Executive you will be a trusted advisor for an assigned customer base, responsible for growth and retention. This is a hybrid role with a minimum of two days in the Newcastle city centre office.
Role Profile:
• Build and develop long-term trusted relationships with an assigned group of customers to maximise product and service utilisation
• Onboard new customers so they get maximum value from their investment
• Regularly meet customers in person and online to learn about their business and how they use the software looking for cross sell / up selling opportunities
• Be an advocate and trusted advisor for customers and support their renewal journey to maximise retention
• Generate and manage a pipeline of opportunities to grow revenue across the allocated customer base
• Collaborate with colleagues across the wider business including marketing, product & technology
• Conduct customer training sessions, host webinars, and create knowledge-sharing content such as FAQs, videos, or guides
• Handle ‘first line’ support queries from your customers, closing simple issues directly and helping to escalate those that are more complex
Person Specification:
• Minimum 12 months experience working in a SaaS organisation in a client facing role
• Account management and customer success skills essential
• Ability to manage multiple accounts with proven track record of growing and nurturing clients
• Highly effective communication skills with ability to influence people at all levels
• Enthusiastic and highly motivated to deliver results
Other information:
This is a hybrid role with the expectation of 2 days per week in the Newcastle city centre office
