Customer Success & Onboarding Pro — SaaS

Serac Group; Greater London; Hybrid; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Unlimited holiday

Clear progression path

Ongoing training

Team socials

Impact on scaling tech company

Job summary

Serac Group in the United Kingdom is seeking a Customer Success Executive to own the onboarding experience and become the main contact for customers. You will ensure early value from the platform and drive adoption across accounts.

This hands-on, relationship-first role involves guiding customers from sign-up through first results, supporting product rollouts, and feeding feedback to product and marketing teams to shape future development.

Qualifications

• Experience in a B2B SaaS customer success role.
• Excellent written and verbal communication skills.
• Proactive problem-solving mindset.
• Strong organisational skills and multi-account management.

Responsibilities

• Own the onboarding process for new customers, guiding them from sign-up through to their first results on the platform.
• Act as a main point of contact for existing customers, responding to queries and support requests quickly and clearly.
• Build strong, ongoing relationships with customers to understand their goals and help them get the most from the Serac Tech platform.
• Support the rollout of new products and features to existing customers, communicating changes clearly and helping adoption of them.
• Monitor customer usage and engagement, flagging at-risk accounts early and working to resolve issues before they escalate.
• Gather customer feedback and work with product and marketing to feed it into future development.
• Maintain accurate customer records and support tickets in the CRM, keeping the wider team informed of account status.
• Help create onboarding materials, guides and FAQs to make self-service easier for customers.
• Work with sales to ensure a smooth handover from signed deal to onboarded customer.
• Identify opportunities for expansion and upsell conversations with Account Executives.

Skills

Customer success

Account management

Communication

Problem solving

CRM systems

Cross-functional collaboration

Tools

CRM software

Job description

Serac Group in the United Kingdom is seeking a Customer Success Executive to own the onboarding experience and become the main contact for customers. You will ensure early value from the platform and drive adoption across accounts.

This hands-on, relationship-first role involves guiding customers from sign-up through first results, supporting product rollouts, and feeding feedback to product and marketing teams to shape future development.