Customer Success Executive (Buyers)

Once For All; Basingstoke; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A growing SaaS company based in Basingstoke is seeking an Entry Level Customer Success role to build strong relationships with clients. This full-time position follows a hybrid work model, requiring three days in the office and two days remote. Responsibilities include customer onboarding, driving platform adoption, and collaborating with cross-functional teams to enhance customer experience. The ideal candidate will have experience in SaaS environments and possess excellent communication and analytical skills. Benefits include medical insurance, pension, and ongoing professional development.

Benefits

Wellness fund or private medical insurance

25 days holiday plus 8 bank holidays

Ongoing professional development (CPD)

Qualifications

• Minimum two years of customer-facing experience in a SaaS environment.
• Proven experience in Sales, Business Development, or Customer Success roles.
• Exceptional communication skills and strong problem-solving abilities.

Responsibilities

• Build and maintain relationships with buyers to develop partnerships.
• Support customer onboarding and provide comprehensive training.
• Act as the voice of the customer for feedback.

Skills

Customer service

Communication

Analytical skills

Problem-solving

Tech-savviness

Tools

CRM software

Job description

Once For All is a high‑growth, cloud‑based SaaS subscription business helping customers manage supply chain governance, risk management and compliance across public and private sectors. We have over 250,000 customers across the UK spanning construction, transport, retail, hospitality, education, facility and property management, manufacturing, and local and central government.

Role Summary

The role is responsible for building and maintaining strong relationships with our buyers, developing strategic, long‑lasting partnerships. You will help customers maximise the value of the products and services they subscribe to, drive platform adoption across the buyer community and their wider supply chains, and support subscription retention while strengthening customer advocacy. The position follows a hybrid working pattern: three days each week in the Basingstoke office and two days working from home.

Job Responsibilities

• Customer onboarding: develop a comprehensive understanding of the customer needs and business objectives, assist in building a personalised adoption plan, complete the initial set‑up of the platform, and provide comprehensive training.
• Driving adoption: set up and manage supply chain campaigns, create individual success plans, present impactful data and insights during regular business reviews, support change management, and serve as a subject‑matter expert for platform use.
• Champion new product features, communicate and demonstrate them to release additional value for the customer, proactively monitor compliance and activity, and help customers use our technology over the phone and email.
• Act as the voice of the customer, providing feedback to senior management and the product team.
• Collaborate within the Buyer Success Team and cross‑functional teams such as Customer Account Managers, Marketing, Sales Operations, and Inside Sales to maximise adoption and advocacy opportunities.
• Pre‑sales support: provide product and expert support to Customer Account Managers during pre‑sales engagements.

Knowledge, Skills, Experience and Qualifications

• Minimum two years of customer‑facing experience in a SaaS environment.
• Proven experience in Sales, Business Development, Account Management, Customer Success, or Customer Experience roles.
• Basic understanding of construction or supply‑chain risk management is preferable; sector training will be provided.
• Exceptional communication skills, able to write and speak clearly and explain complex processes simply.
• Strong problem‑solving and analytical skills, with attention to detail and accuracy.
• Thrives in a fast‑paced, growth‑oriented environment; capable of learning quickly, prioritising, and working under pressure.
• Enthusiastic, dependable, organised, and able to follow through on commitments internally and externally.
• Comfortable with technology and familiar with CRM software and telephone systems.
• Customer‑centric mindset, enjoys working directly with customers and providing exceptional service.
• Ability to resolve customer issues and complaints effectively, both in team and individually.

What We Offer

• Wellness fund or private medical insurance (dependent on role)
• Pension
• Life assurance x3
• 25 days holiday plus 8 bank holidays
• Ongoing professional development (CPD)
• Holiday purchase scheme up to 5 days
• One paid and one unpaid volunteering day
• 24/7 Employee Assistance Programme
• Team and company off‑site events
• SpecSavers eye‑care voucher
• Free tea, coffee and fruit every week – Basingstoke office

Seniority level

Entry level

Employment type

Full‑time

Job function

Other

Industries

Software Development