Customer Success Executive

targetjobs UK; Greater London; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Hybrid working

London office

Job summary

Dragonfly AI is expanding its Customer Success Team and seeking a Customer Success Executive to engage with agency and brand clients, ensuring high satisfaction and value from our products. The role involves onboarding support, ongoing account engagement, and cross‑functional collaboration with Marketing and Product teams in a fast-paced environment.

The position offers a hybrid working model with one day per week in our London office, a salary around £30k, and opportunities to shape client

Responsibilities

• Support and maintain positive relationships with a portfolio of agency and brand clients.
• Work with Marketing and Product teams to support customer-related projects.
• Act as first point of contact for all support tickets and inbound requests from designated agencies and brands.
• Manage book of business including account performance, renewal conversations, and growth opportunities.
• Engage with clients to understand needs, gather feedback, and provide educational resources on product features and updates.
• Maintain client records in the CRM with engagement activities and feedback.
• Support client onboarding with training and guidance for effective product adoption.
• Contribute to customer retention by addressing issues and highlighting product value.
• Participate in customer business reviews, communicating goals and value propositions clearly.
• Assist in developing customer success materials like success plans, case studies, and reference docs.
• Collaborate with internal teams to convey feedback and help product improvements.
• Take initiative to grow knowledge of Customer Success and participate in team development.
• Assist with key projects to support clients and enhance team effectiveness.

Job description

Dragonfly AI is on an exciting path of expansion, and as part of this growth, we are enhancing our Customer Success Team with the addition of a Customer Success Executive (CSE). This role is ideal for someone who is eager to embark on a career in client relations and support, offering a unique opportunity to be at the frontline of customer engagement and satisfaction. Reporting to the Principal Customer Success Manager , CSE will be instrumental in providing support for customer-related projects from the Marketing and Product teams, and will serve as the primary responder to support tickets and inbound requests from selected agencies and brands.

The role demands a proactive individual keen on driving customer engagement and maximizing the value clients derive from our products. While assisting with client onboarding, the CSE will also help foster and maintain burgeoning client relationships. By closely collaborating with internal teams, the CSE will gather crucial customer feedback that aids in product enhancement, ensuring that our services are always aligned with our clients' evolving needs.

We operate in a dynamic, fast-paced environment that prizes adaptability and innovative thinking. Dragonfly AI recognizes that our workforce is our greatest strength, and we are committed to nurturing talent within our diverse company of dedicated professionals.

At Dragonfly AI, we offer not just a competitive package, but also a vibrant workplace culture where every team member has a voice and the potential to make a substantial impact. Join us, and be a part of shaping the future of customer engagement and success at Dragonfly AI.

Salary 30K, Hybrid working, one day in London office per week

Responsibilities

• Support and maintain positive relationships with a circa 25 portfolios of agency and brand clients.
• Work closely with the Marketing and Product teams to support customer-related projects, ensuring alignment with client needs and company objectives.
• Act as the first point of contact for all support tickets and inbound requests from designated agencies and brands, managing their inquiries with a focus on client satisfaction.
• Be responsible for book of business, including account performance, identifying opportunities for growth, managing renewal conversations, and contributing to the management of the client portfolio.
• Engage in regular communication with clients to understand their needs, gather feedback, and provide educational resources for product features and updates.
• Maintain client records in the CRM, including engagement activities, feedback, and support interactions.
• Support the client onboarding process by providing necessary training and guidance to ensure effective product adoption.
• Contribute to customer retention efforts by promptly addressing issues, fostering a positive experience, and highlighting product value.
• Participate in the planning and execution of customer business reviews, clearly communicating goals and value propositions.
• Assist in the development of customer success materials, such as success plans, case studies, and reference documentation.
• Collaborate with internal teams to convey customer feedback and contribute to product improvement initiatives.
• Take initiative to enhance personal knowledge of the Customer Success domain and actively participate in team development activities.
• Assist with key projects as needed to provide support for clients and enhance the effectiveness of the customer success team.