Senior Customer Success Executive

Senior Customer Success Executive

Location: Office-based (with occasional customer visits)

The Role

We are looking for an experienced Senior Customer Success Executive to manage a portfolio of key customer accounts while supporting the Customer Success Manager in driving team performance and sharing best practice.

This is a customer-facing role combining customer success, account management, leadership, renewals, and commercial awareness. You will build strong customer relationships, resolve complex issues, improve product adoption, and help maximise customer retention and growth.

Key Responsibilities

• Manage a portfolio of strategic customer accounts.
• Deliver exceptional customer service and resolve complex customer issues.
• Build long-term customer relationships and drive customer satisfaction.
• Manage customer renewals, retention, and identify upselling opportunities.
• Coach and support Customer Success Executives, sharing knowledge and best practice.
• Champion the effective use of HubSpot and maintain accurate customer records.
• Work closely with internal teams to resolve issues and continuously improve the customer experience.
• Produce customer insights and reports to support business improvements.

Skills & Experience

Essential

• Experience in Customer Success, Customer Service, Account Management, Internal Sales, or Technical Support.
• Previous experience supporting or mentoring colleagues within a customer-facing team.
• Strong customer relationship management and communication skills.
• Experience managing complex customer issues through to resolution.
• Commercial awareness with experience in renewals, retention, and customer growth.
• Confident using CRM systems and learning new technologies.

Desirable

• Experience using HubSpot.
• SaaS, software, or subscription-based business experience.
• Experience working to customer retention, renewal, or sales targets.
• Experience supporting customers using digital platforms or business applications.
• Experience using AI tools to improve productivity and customer service.