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Customer Success Executive

Customer Success Executive

Nigel Wright Group

Posted 17 hours ago, valid for 10 days

Newcastle Upon Tyne, Northumberland NE19 2BG, England

Full Time

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Sonic Summary

Nigel Wright Group is seeking a Customer Success Executive for a Newcastle-based SaaS business.
The role involves building long-term relationships with customers to maximize product utilization and retention.
Candidates should have a minimum of 12 months experience in a client-facing role within a SaaS organization.
This position offers a hybrid work model, requiring at least two days per week in the office.
Salary details are not specified in the job listing.

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 complexPerson 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 resultsOther information:This is a hybrid role with the expectation of 2 days per week in the Newcastle city centre office

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