Customer Success Executive

WorkNest; Leeds; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading security consultancy is seeking a Customer Success Executive to join their expanding team. The role involves enhancing client relationships and ensuring customer satisfaction through effective onboarding, support, and continuous engagement. Ideal candidates are detail-oriented individuals with a background in customer success, capable of effectively communicating and solving client challenges.

Benefits

Commission earning potential

Opportunities for advancement

25 days of Annual Leave plus Bank Holidays

Weekly company-paid lunches

Qualifications

• 3+ years in Customer Success, Account Management or Client Relations within SaaS or IT services.
• Strong communication skills and a strategic mindset.

Responsibilities

• Ensure seamless onboarding experience and guide customers.
• Act as primary point of contact and advocate for customers.
• Track key customer success metrics and drive improvements.

Skills

Customer Relationship Management

Problem Solving

Communication Skills

Proactiveness

Tools

CRM tools

Job description

Pentest People is a UK-based security consultancy specialising in providing Penetration Testing as a Service to all its clients. Our innovative approach to security testing merges the benefits of consultant-led penetration testing with ongoing vulnerability assurance through our advanced SecurePortal. This provides clients with a continuous, living threat management system throughout the duration of the contract, rather than a single point-in-time assessment.

As we continue to grow, we are looking for a Customer Success Executive (CSE) to assist our current CS team in building strong client relationships, driving customer engagements and ensuring our clients maximise the value of our services.

This role focuses on ensuring long term customer satisfaction and retention. You will collaborate cross-functionally, and contribute to process improvements that enhance the overall customer experience.

Key Responsibilities:

• Client Onboarding & Engagement: You will be required to ensure a seamless onboarding experience and guide customers through our portal and process.
• Relationship Management: To serve as the primary point of contact for clients, understanding their security needs and business goals.
• Retention & Growth: To proactively identify opportunities for renewals, service expansion and upselling additional security offerings.
• Customer Advocacy: You will be required to act as the voice of the customer, providing feedback to internal teams to improve service and offerings.
• Issue Resolution and Support: You will be required to work closely with internal technical teams to ensure timely resolution of client concerns and inquires.
• Performance Monitoring & Reporting: You will be required to track key customer success metrics and drive continuous improvements in client satisfaction.

About you:

• Experience: 3+ years in Customer Success, Account Management or Client Relations role within SaaS or IT services.
• Strong Communication Skills: Ability to communicate effectively with a variety of individuals.
• Problem solving & Proactiveness: A strategic mindset to identify challenges, propose solutions and ensure customer success.
• CRM tools: Experienced with CRM tools and reporting platforms.

Benefits include:

• Commission earning potential.
• Opportunities for advancement.
• 25 days of Annual Leave plus Bank Holidays.
• Weekly company-paid lunches.

If you are a motivated and detail-oriented individual looking to start your career with Pentest People, we would love to hear from you. Please send your resume and a cover letter to [e-mail]

We understand that job descriptions offer only a glimpse of the role. For more details, please feel free to reach out or apply, and we will be happy to provide additional information. Pentest People is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.