Customer Services Executive

Confidential; Newbury; On-site; GBP 26,000 - 32,000; Full time

Job summary

Confidential is seeking a proactive Customer Success Manager to join our growing team in Newbury. You will be the main contact for customers, driving post-sale support, onboarding, and ongoing value realization.

This role blends customer service, account management and relationship development to strengthen partnerships and contribute to business growth. You will build lasting client relationships, conduct regular check-ins and business reviews, and collaborate with sales to support renewals and

Qualifications

• Experience in customer service, CS, or account management.
• Customer-first mindset focused on relationships and problem solving.
• Excellent verbal and written communication skills.
• Strong organisational skills with ability to manage multiple accounts.
• Proactive in identifying opportunities to improve customer experience and grow accounts.

Responsibilities

• Act as key contact for customer enquiries, escalations and ongoing support.
• Build and maintain long-term relationships with customers and partners.
• Manage onboarding, delivering tailored training, live demos, and feature walkthroughs.
• Conduct regular check-ins and business reviews to improve satisfaction and retention.
• Collaborate with external providers, vendors and strategic partners.
• Work with third-party partners and internal teams to resolve complex issues.
• Support renewals with the Sales team and strengthen relationships.
• Identify upsell/cross-sell opportunities and re-engage previous customers.

Job description

We are seeking a proactive and relationship-driven Customer Success Manager to join our client's growing team.

Working within a small team of Customer Success Managers, you will play a key role in building lasting customer relationships, providing ongoing post-sale support and ensuring clients gain maximum value from the services provided.

This is a varied role combining customer support, account management and relationship development, with opportunities to strengthen partnerships and contribute to business growth.

Key Responsibilities

• - Act as a key point of contact for customer enquiries, escalations and ongoing support, ensuring queries are resolved efficiently.
• - Build and maintain strong, long-term relationships with customers and strategic partners, developing an understanding of their needs and objectives.
• - Manage the customer onboarding process, delivering tailored training sessions, live demonstrations and feature walkthroughs.
• - Conduct regular customer check-ins and business reviews, gathering feedback and identifying opportunities to improve satisfaction and retention.
• - Develop collaborative relationships with external service providers, vendors and strategic partners.
• - Work closely with third-party partners and internal operations teams to resolve complex account issues.
• - Collaborate with the Sales team to support customer renewals and strengthen existing relationships.
• - Identify opportunities to grow existing accounts through upselling and cross-selling, while developing strategies to re-engage previous customers.

What We're Looking For

• - Previous experience in a Customer Service, Customer Success or Account Management role.
• - A customer-first approach, with a genuine passion for building relationships and resolving problems.
• - Excellent verbal and written communication skills.
• - Strong organisational skills, with the ability to manage multiple accounts and prioritise competing demands.
• - A proactive approach to identifying opportunities to improve customer experience and develop existing accounts.

Details

• - Salary: 26,000- 32,000 DOE, plus a 10% bonus based on individual and company KPIs.
• - Location: Newbury (fully office-based).
• - Hours: Monday to Friday, 8:30am-5:00pm.
• - Contract: Permanent, full-time.

We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.