Client Success Executive

OLI Systems; Greater London; On-site; GBP 50,000 - 75,000; Full time

Job summary

A leading industrial software company in Greater London is seeking a Client Success Executive. This role is integral to managing client relationships, ensuring retention and expansion of accounts, while driving measurable outcomes. The ideal candidate has over 5 years of experience in Client Success, along with a strong educational background in business or engineering. The position offers competitive compensation and the opportunity to work collaboratively across functional teams in a dynamic environment.

Benefits

Competitive compensation package

Incentive-based components

Collaborative working environment

Qualifications

• 5+ years experience in Client Success or Account Management is required.
• Experience managing multi-year enterprise client relationships.
• Strong executive presence to manage senior client stakeholders.

Responsibilities

• Own gross revenue retention for assigned accounts.
• Lead renewal activities and contract discussions.
• Drive net revenue retention through upsell and cross-sell.
• Proactively identify risk signals and execute mitigation plans.

Skills

Client Success Management

Customer Advocacy

Cross-functional Leadership

Retention Strategies

Education

Bachelor's degree in business, Engineering, or related field

Tools

CRM proficiency (Salesforce or equivalent)

Job description

Join Our Innovative Team

At OLI, we’re transforming the future of chemistry modeling and industrial decision-making. Our mission goes beyond developing powerful software, we enable our customers to extract real, measurable business value from complex chemical and operational data. As part of our Commercial team, the Client Success Executive plays a critical role in ensuring our clients realize the full value of OLI’s solutions while building long‑term, trusted partnerships across global industries.

We are seeking a Client Success Executive who thrives at the intersection of customer outcomes, commercial ownership, and cross‑functional leadership. This role is ideal for someone who is passionate about retention, growth, and delivering a best‑in‑class client experience post‑sale.

Your Role: Client Success Executive

The Client Success Executive is accountable for retention, expansion and customer value realization across an assigned portfolio of OLI clients. This role owns the commercial post‑sale relationship, ensuring clients achieve measurable outcomes from OLI's solutions while driving renewals, expansion revenue and long‑term account health.

The CSE operates as the primary client relationship owner post sale, coordinating across the Commercial Teams, Technical Consulting, Support, and Product to deliver consistent, high‑impact client experience.

About OLI

Leaders in Chemistry Solutions, OLI stands as a beacon in the industrial software landscape, mastering complex chemical phenomena. Our advanced process modeling and chemistry simulation solutions are trusted in over 35 countries by more than 500 enterprises and academic institutions to improve asset reliability, sustainability, and operational performance.

At OLI, innovation and customer impact drive everything we do. Our investments in cloud‑based analytics, real‑time chemistry insights, and automated modeling technologies continue to set new standards for industrial digital transformation.

Why You’re Vital to Our Mission

As a Client Success Executive, you are central to OLI’s long‑term growth and customer trust. Your leadership ensures that commercial commitments translate into realized value for our clients. By proactively managing account health, identifying growth opportunities, and guiding strategic conversations with client stakeholders, you help position OLI as a long‑term partner, not just a software provider.

Your ability to balance retention, expansion, and customer advocacy will directly influence OLI’s revenue stability, reputation, and customer satisfaction.

Your Key Responsibilities Will Include:

Retention & Renewal Ownership (Primary KPI)

• Own gross revenue retention (GRR) for assigned accounts
• Lead all renewal activities, including forecasting, pricing coordination, and contract discussions
• Proactively identify and mitigate churn risk through early engagement and issue escalation
• Maintain accurate renewal pipelines and documentation within CRM

Expansion & Net Revenue Growth

• Drive net revenue retention (NRR) through upsell, cross‑sell, and scope expansion
• Identify expansion opportunities based on client usage, outcomes, and maturity
• Partner with Sales on opportunity qualification, positioning, and closing
• Maintain and execute account growth plans aligned with client business objectives

Client Adoption & Value Realization

• Ensure clients achieve documented business outcomes tied to OLI’s solutions
• Monitor adoption, usage trends, and key success milestones
• Lead Quarterly and Executive Business Reviews (QBRs/EBRs) focused on value delivered, ROI, and roadmap alignment
• Drive adoption of new features, modules, and capabilities where applicable

Account Health & Risk Management

• Own and maintain account health scores across assigned accounts
• Proactively identify risk signals and execute mitigation plans
• Serve as the primary escalation owner for commercial and relationship issues
• Ensure consistent, documented client health assessments

Forecasting, Reporting & Data Integrity

• Maintain accurate CRM data for renewals, expansions, and account health
• Provide reliable retention and growth forecasts to leadership
• Contribute to weekly, monthly, and quarterly Client Success reporting

Cross-Functional Client Leadership

• Act as the voice of the customer across Product, Support, Consulting, and other OLI teams
• Ensure alignment between commercial commitments and delivery execution
• Coordinate internal resources to resolve issues and maximize client value

We’re Looking For:

Required Qualifications

• A strong educational and/or practical background in the application of chemical engineering and chemistry principles to industrial process modeling and simulation, a plus
• 5+ years of experience in Client Success, Account Management, or post‑sale commercial roles
• Proven ownership of renewals and expansion in B2B SaaS or industrial software environments
• Strong executive presence with the ability to manage senior client stakeholders
• Experience managing complex, multi‑year enterprise client relationships

Education

• Bachelor's degree or advanced diploma in business, Engineering, Computer Science, or a related field required (or equivalent professional experience). Advanced degrees and industry‑relevant certifications are a plus.

Preferred Qualifications

• Experience with industrial software, engineering, energy, chemicals, or technical platforms
• Familiarity with value‑based selling and outcome‑driven success models
• Experience working in global, matrixed organizations
• Experience supporting industrial asset owners in industries such as oil and gas, power generation, water, mining, or related sectors
• Experience selling to highly technical engineering users, managers and leaders as well as enterprise IT departments and Line of Business stakeholders
• Experience in selling asset and process modeling and simulation software to industrial, capital‑intensive businesses; experience for companies such as Aspentech, Aveva, Honeywell, Emerson, KBC, AutoCAD, Bentley, etc. is desirable.

These are not required, but signal strong fit:

• Customer Success certifications (e.g., Gainsight, Success HACKER, TSIA)
• Value‑based or consultative selling (e.g., MEDDICC, Challenger, SPIN)
• Project or delivery literacy (e.g., PMP, Agile fundamentals)
• CRM proficiency (Salesforce, Velaris or equivalent)

Success Profile

• Consistently achieves or exceeds GRR and NRR targets
• Maintains high forecast accuracy and clean, reliable CRM data
• Proactively manages risk rather than reacting to churn
• Is trusted by clients as a strategic partner, not just a vendor
• Operates with strong commercial discipline and customer‑first judgment

We’re Offering

• An opportunity to play a key role in a growing, global commercial organization
• A collaborative, cross‑functional environment where your impact is visible and valued
• Competitive compensation package, including incentive‑based components
• The opportunity to work with industry‑leading technology and global clients

Equal Opportunity Employer

OLI is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all.

Applicants will be evaluated through a structured, rubric‑based interview process to ensure consistency and fairness. OLI supports equitable career progression, with advancement guided by clear evaluation criteria and regular performance conversations.