Customer Success Executive

Quotevine Limited; Bedford; Hybrid; GBP 35,000; Full time

Job summary

A growing fintech company in Bedford is seeking a Customer Success Executive to support customers with the Accelerate platform. The role entails leading onboarding processes, advocating for customers’ needs, and maintaining strong relationships to ensure satisfaction and engagement. Ideal candidates will have experience in customer-facing roles and a background in technology. This position offers a hybrid working model, a generous annual training budget, and opportunities for career progression.

Benefits

£1,000 annual training budget

Hybrid working environment

25 days holiday + bank holidays

Quarterly company socials

Inclusive culture

Qualifications

• 1-3 years experience in a customer-facing role.
• Demonstrated ability to build positive relationships.
• Experience with technology platforms.

Responsibilities

• Lead onboarding for new customers.
• Act as a customer advocate internally.
• Conduct proactive check-in calls.

Skills

Customer Advocacy

Proactive Ownership

Growth Mindset

Communication

Collaboration

Problem-Solving

Education

Bachelor's degree in business or related field

Tools

HubSpot

Job description

Reports to: Head of Customer Success
Location: Bedford (Hybrid)
Salary: £35,000 per annum

About QV Systems

QV Systems is a market-leading fintech providing SaaS-based lending, leasing and financing products for asset and automotive finance businesses. Through our Accelerate platform, we serve a growing base of broker clients across the UK, helping them streamline their operations and grow their businesses.

We believe in change for good, because being future-ready means making lives better. This runs through every aspect of our business and culture, as we strive to give finance businesses the tools and technology they need to thrive.

As a close-knit team, we’re at an exciting stage of growth where everyone’s contribution matters. This isn’t a role where you’ll be siloed into narrow responsibilities – you’ll have the opportunity to get involved across the business, shape how we work, and make a real impact on both our customers and our company.

Job Purpose

The Customer Success Executive is an excellent opportunity for someone looking to build their career in SaaS customer success within a growing fintech. Working as part of the Customer Success team, you will support our customers in getting the most value from the Accelerate platform, helping brokers achieve their business goals through effective onboarding, training, and ongoing engagement.

What makes this role unique: At QV Systems, Customer Success isn’t just about ticking boxes – it’s about being a genuine advocate for our customers. You’ll be the voice of our brokers internally, translating their needs into action across product, support, and sales. In a company of our size, you’ll have direct access to decision-makers and the ability to influence how we serve our customers.

This is a hands-on, varied role where no two days are the same. You’ll work closely with the Head of Customer Success & Support and collaborate across all areas of the business – from product development to marketing to technical support. If you enjoy variety, want to understand how a SaaS business operates end-to-end, and thrive in environments where you can roll up your sleeves and get stuck in, this role is for you.

What Success Looks Like in this Role

The best Customer Success Executives at QV Systems are characterised by:

• Customer Advocacy Mindset
• You genuinely care about our customers’ success and become their champion internally
• You ask “what’s best for the customer?” and aren’t afraid to voice their needs
• You build trust by being reliable, honest, and always following through
• You see challenges from the customer’s perspective and work to remove barriers
• Proactive Ownership
• You don’t wait to be told what to do – you spot issues and opportunities and take action
• You follow through on commitments without needing constant oversight
• You take pride in your work and your customers’ outcomes
• When something isn’t working, you speak up and suggest improvements
• You’re happy to get involved wherever needed – whether that’s helping with documentation, joining a sales call, testing a new feature, or contributing to a customer event
• You see the whole business as “your team” and support colleagues across functions
• You share knowledge freely and aren’t territorial about your work
• You embrace the reality that in a growing company, everyone pitches in
• Growth Mindset
• You’re curious and eager to learn – about our platform, our industry, and our customers’ businesses
• You seek feedback and actively work to improve
• You’re comfortable with ambiguity and see change as opportunity
• You’re not intimidated by new challenges or stepping outside your comfort zone

Main Duties and Responsibilities

Customer Onboarding & Platform Setup

• Lead the onboarding process for new Tier 2 and Tier 3 customers, ensuring smooth setup and activation
• Configure basic platform settings to support customers’ business requirements, escalating complex configurations when needed
• Create and maintain customer documentation including configuration notes and setup guides
• Deliver engaging introductory training sessions that set customers up for success
• Identify and resolve onboarding blockers quickly, involving the right people to keep things moving

Customer Advocacy & Relationship Management

• Act as the customer’s champion internally – be their voice in product discussions, prioritisation meetings, and strategic conversations
• Build genuine, trusted relationships with assigned customers through regular, meaningful communication
• Conduct proactive check-in calls to understand evolving customer needs and business challenges
• Anticipate customer concerns and address them before they become problems
• Translate customer feedback into actionable insights for product, support, and leadership teams
• Escalate customer issues with context and urgency, following through to resolution
• Help customers discover and utilise platform features that align with their specific business goals
• Share best practices, tips, and success stories to inspire greater platform usage
• Monitor customer engagement patterns and proactively reach out when usage drops
• Create compelling case studies and testimonials from successful customers
• Contribute to customer communications including newsletters, feature announcements, and success stories

Business Reviews & Health Management

• Conduct annual check-ins with Tier 3 customers, making them feel valued and heard
• Support bi-annual business reviews for Tier 2 customers, preparing materials and gathering insights
• Track customer health indicators and flag at-risk accounts early
• Develop simple success plans that align customer objectives with platform capabilities
• Celebrate customer wins and milestones to strengthen relationships

Cross-Functional Collaboration & Company Contribution

• Participate actively in product discussions, bringing real customer examples and use cases
• Support marketing with customer stories, testimonials, and content ideas
• Assist with sales activities when customer insights would be valuable (e.g., joining prospect calls, sharing success stories)
• Contribute to customer events, webinars, and forums
• Get involved in company initiatives beyond your core role – whether that’s helping with QV Connect planning, testing new features, or supporting recruitment
• Share knowledge across the team and help build our collective understanding of customer needs

Growth & Retention Support

• Spot opportunities where customers could benefit from additional features or modules
• Qualify and communicate expansion opportunities to the Customer Success Manager
• Support renewal processes by maintaining strong relationships and demonstrating ongoing value
• Gather and share competitive intelligence and market insights from customer conversations

Documentation & Process Improvement

• Maintain accurate, detailed records of customer interactions in HubSpot
• Contribute to knowledge base articles, playbooks, and process documentation
• Track customer success metrics and share insights with the team
• Identify opportunities to improve how we work and suggest practical solutions
• Help build scalable processes as the customer base grows

Key Results Areas (Accountabilities)

• Customer Advocacy: Consistently represent customer voice internally and influence positive outcomes
• Customer Satisfaction: Maintain positive relationships contributing to strong NPS scores
• Onboarding Excellence: Smooth, high-quality customer activations that set up long-term success
• Engagement: Proactive communication and relationship management across assigned accounts
• Cross-Functional Impact: Active contribution to team goals and company initiatives
• Process & Documentation: Help build knowledge and systems that scale

Experience & Education

• Bachelor’s degree or equivalent relevant experience in business, technology, or related field
• 1-3 years experience in a customer-facing role (customer success, account management, customer service, or similar)
• Demonstrated ability to build positive relationships and advocate effectively for others
• Experience working with software applications or technology platforms
• Customer Advocacy: Natural ability to empathise with customers, understand their challenges, and fight for their needs
• Communication: Clear, confident communication skills with ability to influence across different audiences (customers, colleagues, leadership)
• Initiative & Ownership: Self-starter who identifies what needs doing and makes it happen
• Collaboration: Team player who enjoys working across different functions and helping wherever needed
• Adaptability: Comfortable with variety, changing priorities, and wearing multiple hats
• Learning Agility: Quick learner who embraces new challenges and seeks to understand the full picture
• Problem-Solving: Resourceful and solution-oriented when facing obstacles
• Organisation: Able to juggle multiple customers and tasks without dropping balls

Personal Attributes

• Genuinely care about people – both customers and colleagues
• “Pitch in” mentality – happy to do whatever needs doing, even if it’s outside your job description
• Entrepreneurial spirit – energised by growth-stage company dynamics
• Professional curiosity – want to understand how the business works, not just your piece of it
• Resilience – can handle ambiguity and the occasional curveball
• Humility – willing to ask for help and learn from others
• UK travel availability for occasional customer visits and team meetings
• Previous experience in SaaS, software, or technology companies
• Exposure to B2B customer relationships or account management
• Experience contributing to cross-functional projects or initiatives
• Familiarity with tools like HubSpot, Jira, Confluence, or similar platforms
• Any experience or interest in finance, automotive, or fintech sectors
• Track record of going above and beyond core responsibilities in previous roles

What You’ll Gain

This role offers excellent development opportunities:

• Broad exposure to all aspects of running a SaaS business – not just your function
• Real influence – in a growing company, your voice and ideas genuinely shape how we work
• Hands-on SaaS experience in a fast-growing fintech with diverse customers
• Mentorship from experienced Customer Success and leadership team
• Industry expertise in automotive and asset finance technology
• Visibility – direct access to senior leadership and involvement in strategic discussions
• Career progression with clear path to Customer Success Manager as the team grows
• Professional development through £1,000 annual training budget

What We Offer

• Pension with NEST
• 25 days holiday + bank holidays
• Hybrid working environment (Bedford office and remote flexibility)
• Technology package: MacBook and AirPods Pro, plus any equipment needed for effective home working
• £1,000 annual training budget for courses, certifications, and professional development
• Quarterly company socials and team events
• Volunteering opportunities for our chosen charity
• Inclusive, collaborative culture where everyone’s contribution is valued and visible

Who Thrives at QV Systems

You’ll love working here if you:

• Want to make a real impact and see the direct results of your work
• Enjoy variety and the opportunity to get involved across the business
• Prefer collaboration and open communication over hierarchy and silos
• Are energised by growth and building something rather than maintaining the status quo
• Value being part of a close-knit team where everyone knows and supports each other
• Care deeply about customer success and want to be their advocate

This might not be the right fit if you:

• Prefer highly structured roles with rigid boundaries
• Want to focus narrowly on one specific area without broader involvement
• Need constant direction and aren’t comfortable with autonomy
• Prefer corporate environments with extensive resources and support structures