Customer Success Executive

Kefron Group; Greater London; Hybrid; GBP 30,000 - GBP 40,000; Full time

Job summary

A leading tech firm is looking for a Customer Success Executive to manage client relationships and drive customer adoption in London. The ideal candidate will help customers achieve meaningful outcomes, assist in onboarding, monitor health metrics, and contribute to reducing churn. This role is suitable for early-career candidates with a proactive mindset and a passion for technology. Benefits include a supportive work environment and the opportunity to grow in a dynamic team.

Qualifications

• 0–3 years’ experience in Customer Success, Account Management, or SaaS.
• Experience with B2B customers is advantageous.
• Basic understanding or willingness to learn SaaS business models.

Responsibilities

• Own customer relationships across a portfolio of accounts.
• Monitor customer usage and health metrics.
• Drive renewal processes with Sales.

Skills

Customer Relationship Management

Strong communication skills

Organizational skills

Attention to detail

Technical understanding

Presentation skills

Tools

HubSpot

Salesforce

Microsoft Office

Job description

Overview

• Position Reports to: Head of Customer Success
• Location: UK or Ireland based, with required attendance at the Dublin or London office twice per week and customer site visits as required.
• Supports: Kefron Digital customer based and Commercial team
• Interfaces with: Sales, Product, Professional Services and Development teams.
• Targets & KPIs: Performance will align with Customer Success metrics including Net Revenue Retention (NRR), customer adoption, churn reduction, and contribution to renewal and expansion outcomes (increased ARR).
• Vision For The Role: To support the delivery of long‑term customer value, retention, and adoption across the Kefron Digital customer base by helping customers achieve meaningful outcomes through the Kefron AP platform.
• Role Focus: The Customer Success Executive will act as a trusted advisor to customers, maximising Net Revenue Retention (NRR) while advocating for customer needs internally and supporting the continued growth and maturity of the Customer Success function.

Core Role Functions

• Customer Relationship Management
  • Own customer relationships across a portfolio of accounts.
  • Act as a day‑to‑day point of contact for assigned customers
  • Build multi-threaded relationships at customer organisations
  • Assist with delivering customer engagement sessions, including reviews and check-ins
  • Understand customer objectives and support mapping to Kefron AP capabilities
• Customer Adoptions, Rentention and Growth
  • Support onboarding processes and ensure customers adopt key platform features
  • Monitor customer usage and health metrics to highlight risks
  • Drive renewal processes in partnership with Sales and Commercial
  • Identify and progress opportunities for upsell or expansion
  • Contribute to reducing churn and improving retention metrics

Attributes Of A Junior Customer Success Executive

• Builds positive, professional relationships with customer stakeholders
• Communicates clearly and confidently in meetings and written communication
• Demonstrates curiosity about SaaS, finance automation, and customer success
• Is highly organised and reliable, with strong attention to detail
• Proactively flags risks, issues, or customer concerns to senior team members
• Bbalances customer empathy with commercial awareness
• Thrives in a fast‑growing environment and enjoys learning new skills
• Works collaboratively across different departments
• Takes ownership of tasks and execution
• Is passionate about technology and the value delivered by the Kefron AP platform
• Has a growth mindset and seeks continuous improvement

Experience and Skills

• This is an early‑career, client‑facing role suitable for candidates with 0–3 years’ experience in Customer Success, Account Management, Service Delivery, or a SaaS/technology environment.
• Experience working with B2B customers is advantageous but not essential.
• Understanding (or willingness to learn) SaaS business models and customer lifecycles
• Interest in customer adoption, value delivery, and retention
• Ability to interpret customer usage and customer health data
• Confidence in communicating with both technical and non‑technical roles
• Basic understanding of workflows or integrations is advantageous but not required
• Experience with CRM tools (e.g., HubSpot or Salesforce) is desirable
• Strong presentation and documentation skills

Technical and Tooling Capability

• Useful experience or the ability to learn quickly with:
• CRM platforms (HubSpot, Salesforce, or similar)
• Microsoft Office tools and Co‑Pilot
• Productivity AI tools (e.g., Enterprise ChatGPT)
• PowerPoint or Canva for customer-facing presentations
• Demonstrating product features and explaining workflows
• Any exposure to finance systems, ERP platforms, or automation tools is an advantage

EEO and Application Details

Kefron is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.

Please complete all required fields

• First name
• Last name
• Address
• Country
• Email
• Phone
• Current company
• Resume / CV
• Please add your salary expectations
• How much notice does your current employer require?
• If your notice period is greater than 1 month, please add your notice period here