Customer Success Executive

Serac Group; Greater London; Hybrid; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Unlimited holiday

Clear progression path

Ongoing training

Team socials

Impact on scaling tech company

Job summary

Serac Group in the United Kingdom is seeking a Customer Success Executive to own the onboarding experience and become the main contact for customers. You will ensure early value from the platform and drive adoption across accounts.

This hands-on, relationship-first role involves guiding customers from sign-up through first results, supporting product rollouts, and feeding feedback to product and marketing teams to shape future development.

Qualifications

• Experience in a B2B SaaS customer success role.
• Excellent written and verbal communication skills.
• Proactive problem-solving mindset.
• Strong organisational skills and multi-account management.

Responsibilities

• Own the onboarding process for new customers, guiding them from sign-up through to their first results on the platform.
• Act as a main point of contact for existing customers, responding to queries and support requests quickly and clearly.
• Build strong, ongoing relationships with customers to understand their goals and help them get the most from the Serac Tech platform.
• Support the rollout of new products and features to existing customers, communicating changes clearly and helping adoption of them.
• Monitor customer usage and engagement, flagging at-risk accounts early and working to resolve issues before they escalate.
• Gather customer feedback and work with product and marketing to feed it into future development.
• Maintain accurate customer records and support tickets in the CRM, keeping the wider team informed of account status.
• Help create onboarding materials, guides and FAQs to make self-service easier for customers.
• Work with sales to ensure a smooth handover from signed deal to onboarded customer.
• Identify opportunities for expansion and upsell conversations with Account Executives.

Skills

Customer success

Account management

Communication

Problem solving

CRM systems

Cross-functional collaboration

Tools

CRM software

Job description

We are an innovative SaaS software company transforming the property and construction industry through market-leading data and technology solutions.

At Serac Tech, we're passionate about challenging the status quo. What started as a solution to our own frustrations has evolved into an industry-leading suite of products that turn planning applications into sales opportunities for contractors, developers, trade suppliers and property businesses across the UK, including our Pro Licence and Simple Search tools, and our enterprise platform, Ibex.

The Role

We're looking for a Customer Success Executive to make sure every customer who signs up to Serac Tech gets real value from day one and keeps getting it. You'll own the onboarding experience for new customers, be a first point of contact for existing customers who need support, and play a key role in rolling out new products and features across our customer base.

This is a hands on, relationship-first role for someone who enjoys solving problems, building trust quickly, and turning a good first impression into a long-term, growing account.

Responsibilities

• Own the onboarding process for new customers, guiding them from sign-up through to their first results on the platform
• Act as a main point of contact for existing customers, responding to queries and support requests quickly and clearly
• Build strong, ongoing relationships with customers to understand their goals and help them get the most from the Serac Tech platform
• Support the rollout of new products and features, including Ibex, to existing customers communicating changes clearly and helping customers adopt them
• Monitor customer usage and engagement, flagging at-risk accounts early and working proactively to resolve issues before they escal
• Gather customer feedback and work with the product and marketing teams to feed it into future development
• Maintain accurate customer records and support tickets in the CRM, keeping the wider team informed of account status
• Help create and maintain onboarding materials, guides and FAQs to make self-service easier for customers
• Work closely with the sales team to ensure a smooth handover from signed deal to onboarded, active customer
• Identify opportunities for customers to expand their use of the platform, working with Account Executives on upsell and renewal conversations
• Track and report on customer satisfaction, retention and onboarding times, and suggest improvements to the process
• Represent the voice of the customer internally, championing their needs across the business

What we're looking for

• Experience in a customer success, account management or customer support role, ideally within B2B SaaS
• Excellent written and verbal communication skills, with the confidence to explain technical or unfamiliar concepts clearly
• A genuinely proactive, problem-solving mindset, someone who spots issues before they become complaints
• Strong organisational skills and the ability to manage multiple customer accounts and priorities at once
• Comfortable using CRM and support tools to track customer interactions and account health
• A collaborative approach, happy working closely with sales, product and marketing teams
• Experience in or knowledge of the construction, property or planning sector is a plus but not essential
• A genuine interest in helping customers succeed, not just closing tickets

What you'll get

• Unlimited holiday
• A clear progression path within a fast-growing customer success function
• Ongoing training and development
• Regular team socials and celebrations
• The chance to shape the customer success function at a scaling tech company

Our Vision

To become the leading provider of data, automation and software solutions for the property and construction industry, connecting people across the sector and making their working lives easier.

Company Culture

We work hard, celebrate our wins, and support each other along the way. Ours is a fast-paced, ambitious environment where top performers are recognised and rewarded, through bonuses, team competitions, trips away, and genuine opportunities to progress. Every person here has a visible impact on where the company goes next.

Serac Group is your trusted partner in planning, construction, and AI-driven innovation. We empower professionals with cutting-edge technology to streamline processes and drive smarter decisions.