Customer Success Executive – Media/Digital/SaaS Subscriptions

GWGI Group; Truro; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join a dynamic team as a Customer Success Executive in a thriving B2B company. This role offers a fantastic opportunity to engage with subscribers, ensuring their satisfaction and retention. You'll be the voice of the customer, working closely with internal teams to relay feedback and enhance their experience. With a focus on collaboration, communication, and problem-solving, you will thrive in a supportive environment that values your contributions. Enjoy a competitive salary, flexible hybrid working options, and a range of perks, including free on-site parking and company events. If you're passionate about customer success, this is the perfect opportunity for you.

Benefits

Competitive salary + Bonus Scheme

23 days holiday + 8 public holidays

Company pension scheme

Flexible & hybrid working

Free on-site parking

Free fruit/drinks

Company events & social activities

Qualifications

• Proactive, customer-focused professional with strong communication skills.
• Ability to manage multiple tasks efficiently and willingness to learn new systems.

Responsibilities

• Manage and nurture relationships with subscribers for high engagement and retention.
• Conduct quarterly check-ins with clients to drive engagement and renewal rates.

Skills

Communication Skills

Problem-Solving Mindset

Customer Relationship Management

Collaboration

Education

Experience in Customer Relations or Account Management

Tools

Microsoft Dynamics CRM

Job description

Customer Success Executive – Media/Digital/SaaS Subscriptions

Due to continued success and ambitious growth plans, gasworld is seeking a proactive Customer Success Executive to join our dynamic team. This is a fantastic opportunity to play a key role in our subscriptions business, working within an established and highly successful B2B company.

We offer a collaborative and supportive environment, with modern open-plan offices and free on-site parking on the outskirts of Truro. While this role requires commuting distance from our office, we offer hybrid working after the successful completion of the probation period.

The Role

As a Customer Success Executive, you will be responsible for managing and nurturing relationships with our subscribers, ensuring high levels of engagement, retention, and satisfaction. You will be the voice of the customer within the business, identifying their needs and helping to enhance their experience with our services.

Key Responsibilities

1. Client Relationship Management: Maintain and update customer records using Microsoft Dynamics CRM, ensuring accurate data management.
2. Retention & Engagement: Conduct quarterly check-ins with clients to drive engagement and renewal rates.
3. Customer Insights: Understand customer needs, motivations, and potential challenges, providing valuable feedback to the wider team.
4. Collaboration & Communication: Work closely with internal teams to relay customer requirements, feedback, and potential upselling opportunities.
5. Process Improvement: Identify and implement ideas to enhance the effectiveness of the subscriptions platform.
6. Target-Driven Performance: Work towards KPI targets, including renewal rates, customer satisfaction, and engagement metrics.
7. Reporting: Provide regular insights into customer feedback, cancellations, and new business development through phone calls and emails.

About You

We are looking for a proactive, customer-focused professional with strong communication skills to drive customer success.

1. Excellent communication skills – both written and verbal, with the ability to build strong relationships.
2. Ability to manage multiple tasks efficiently and willingness to learn new systems. (training provided).
3. Resilience & drive to succeed, with a problem-solving mindset.
4. A team player, who understands the value of collaboration.

Desirable Experience (not essential)

1. Experience in customer relations, account management, or a similar role (min 1 year preferred).
2. Experience in subscriptions or account management.
3. Knowledge of Microsoft Dynamics CRM.

What We Offer

1. Competitive salary + Bonus Scheme
2. 23 days holiday + 8 public holidays
3. Company pension scheme
4. Flexible & hybrid working (post-probation)
5. Free on-site parking & free fruit/drinks
6. Company events & social activities

How to Apply

If you are a customer-focused professional (Applicants must have existing authorisation to work in the UK) looking for an exciting opportunity within a growing business, we’d love to hear from you.

We encourage applications from all backgrounds, including those from underrepresented groups in our industry. If you require adjustments during the hiring process, please let us know.

In the first instance, please email your CV and a cover letter to [e-mail] who will do the initial screening.

Any CV’s or profiles submitted by an agency may be identified and contacted, but no fees will be paid. We do not need your support at this stage, maybe next time.

Seniority level

• Entry level

Employment type

• Full-time
• Industries: Business Intelligence Platforms