Customer Success Executive

Ricoh; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading global technology company seeks a Customer Success professional to support sales teams and enhance the customer experience in London. Ideal candidates will have experience in account management and excellent communication skills. The role includes ensuring timely execution of post-sales activities and managing client relationships to drive satisfaction and retention. A competitive salary and benefits package are offered.

Benefits

Competitive holiday entitlement

Two days special leave for volunteering

Additional holiday purchase scheme

Company car or car allowance

Cycle to work scheme

Flexible retirement plan

Qualifications

• Experience in customer success, preferably in a B2B or SaaS environment.
• Proven track record of managing client accounts with measurable outcomes.
• Ability to identify upsell/cross-sell opportunities.

Responsibilities

• Support internal sales teams and coordinate post-sales activities.
• Liaise between sales and business departments to enhance customer experience.
• Deliver against defined service levels and performance metrics.

Skills

Customer success experience

Account management

Excellent communication skills

Good IT literacy

Numeracy skills

Tools

Oracle or similar tracking software

Job description

What you will be doing

• To act as a key support resource to internal sales teams responsible for executing a range of client focused tasks that directly contribute to a seamless and efficient sales cycle, ensuring timely execution of post‑sales activities that enhance the overall customer experience.
• Responsible for liaising between Sales and key business department including Order Processing, Credit Control, and Supply Chain, to coordinate and optimise workflows that elevate Support the Ricoh's commitment to customer success by anticipating needs, removing obstacles, and ensuring a positive post‑sale experience.
• To align and collaborate for an enhanced customer journey from order placement through fulfillment, enabling sales teams to concentrate on strategic customer engagement, relationship management, and revenue generation.
• Apply a customer‑first and continuous improvement mindset and contribute insights that support the development of improved processes to identify and elevate recurring issues, inefficiencies, or opportunities that may impact customer satisfaction or internal productivity.
• Work in conjunction with the sales teams to be the key point of contact for coordinating tasks, develop strong cross‑functional communication and collaboration with stakeholders across the business to ensure timely resolution of customer issues and delivery of high‑quality service.
• Accountable for delivering against defined service levels and performance metrics, as outlined by the Customer Success Team Leader, to meet or exceed Key Performance Indicators (KPIs) and contribute to the achievement of extended business wins.
• Demonstrate accountability in providing critical and consistent support excellence and process reliability to sales while contributing to the overall goal of improving customer retention, satisfaction, and success.

You will ideally have

• Experience in customer success, account management, quality or a similar client‑facing role, preferably in a B2B or SaaS environment.
• Proven track record of managing mid‑to‑large client accounts with measurable outcomes in retention, expansion, and customer satisfaction.
• Experience working alongside Commercial / sales teams with a strong understanding of revenue drivers, sales cycles, and customer buying behaviour.
• Demonstrated ability to identify upsell / cross‑sell opportunities and contribute to account growth.
• Excellent communication skills at all levels.
• Good level of IT literacy.
• Good numeracy skills including working with databases.
• Strong attention to detail.
• Good time management and organisational skills.
• Ability to work under pressure.
• Self‑motivated with ability to work on own initiative.
• Working knowledge of Oracle or similar tracking software is an advantage.

We receive a high volume of applications for our roles, so we encourage you to apply as soon as possible.

In return for your commitment

We’re looking for individuals with values and causes, strengths and weaknesses, passions and ideas. Bring your unique energy, and we’ll match it with opportunities to create the future.

In return for your commitment, we can offer you :

• working in line with role requirements
• An
• Excellent package with solid basic, strong bonus and company benefits including : A competitive holiday entitlement, two days special leave per annum for volunteering, additional holiday purchase scheme
• Company car / car allowance (role‑specific), cycle to work scheme
• Opportunity to join a global company

Flexible retirement plan

to support your physical, emotional and financial health including Employee Assistance Programme, financial protection, life cover and will writing, medical protection, gym, travel and retail discounts, and more.