Customer Success Executive

RefNow; Leeds; Hybrid; GBP 29,000 - 35,000; Full time

Job summary

A fast-growing HR technology company is seeking a Customer Success Executive to enhance customer value through onboarding and ongoing support. You'll collaborate with HR teams and act as the main point of contact for support and account growth. Ideal candidates have 1-3 years in customer success, excellent communication skills, and familiarity with SaaS. The company offers a competitive salary, hybrid working options, and numerous employee benefits including private healthcare and annual leave.

Benefits

Hybrid working model

WeWork office access

Private medical healthcare

25 days annual leave plus bank holidays

Team socials and wellbeing initiatives

Qualifications

• 1-3 years in customer success, account management or client support.
• Strong verbal and written communication skills.
• Solution-focused with strong problem-solving abilities.

Responsibilities

• Support customers from setup to first success with HR automation.
• Main point of contact for day-to-day support and account growth.
• Deliver training and provide proactive guidance.

Skills

Customer success experience

Communication skills

Problem solving

SaaS familiarity

Tools

CRM software (e.g., HubSpot, Zendesk)

Job description

Role: Customer Success Executive

Salary : up to £35k

Location : Ideally able to come into our London office once a week. We are also open to candidates based elsewhere in the UK who can travel to London once a month as needed.

Employment Type : Full time

Department : Customer Success

Reports To : Head of Sales and Operations

About the Company

We are a fast-growing HR technology company helping organisations hire faster and reduce risk through automated employment reference checks. Our platform replaces slow and manual reference processes with a simple digital workflow that saves HR teams days of administration time while improving compliance and candidate experience. Our customers include global brands, leading retailers, healthcare organisations and professional sports teams. We support them in completing references in under 48 hours and keep their recruitment operations moving at speed.

The Role

We are hiring a Customer Success Executive to help our customers get the most value from our platform. You will work closely with HR and Talent Acquisition teams across a wide range of sectors to ensure quick onboarding, strong adoption and long term satisfaction. This role is perfect for someone who is customer focused, confident with technology and excited about turning great service into long lasting partnerships.

What You Will Be Doing

• Supporting new customers from setup through to first success. Helping HR teams automate their reference checks quickly and confidently.
• Acting as the main point of contact for day to day support and account growth.
• Ensuring users understand the platform and can maximise its value.
• Becoming an expert in the platform. Delivering training, providing proactive guidance and troubleshooting to help customers achieve their goals.
• Identifying opportunities for account expansion by understanding customer priorities and matching them with new features and integrations.
• Capturing insights from customers and working with Product and Sales teams to support platform improvements and enhance the customer journey.
• Monitoring usage and success metrics across accounts and using data to identify trends, risks and opportunities for growth.

What You Will Bring

• One to three years of experience in customer success, account management or client support. Experience in SaaS, HR tech or recruitment technology is beneficial.
• Strong verbal and written communication skills and the ability to build relationships quickly.
• A solution focused approach with strong problem solving abilities.
• Comfort using CRM or customer success software such as HubSpot, Zendesk or equivalent tools.
• Ability to prioritise effectively and work with accuracy.
• A genuine interest in improving the experience for HR teams, candidates and referees.

Why Join Us

You will join a growing SaaS company that is transforming how organisations hire. You will work with well known brands across retail, healthcare and professional services. We offer a collaborative culture with strong opportunities for growth. Benefits include a hybrid working model, WeWork office access, competitive salary, 25 days annual leave plus bank holidays, private medical healthcare and regular team socials and wellbeing initiatives.