Senior Customer Success Executive

Social Value Portal; London; Hybrid; GBP 38,000 - 45,000; Full time

Job summary

A leading social value consultancy in London is looking for a Senior Customer Success Executive to support key customers in achieving their social value goals. The role involves building relationships, mentoring team members, and ensuring product utilisation. Ideal candidates have experience in customer-facing roles, preferably in SaaS, and demonstrate a proactive mindset. A competitive salary and flexible working arrangements are offered.

Benefits

Competitive base salary with bonus

Hybrid working model

Annual holiday increases

Private medical insurance

Paid volunteering days

Enhanced family leave policies

Annual learning budget

Ethically invested pension scheme

Qualifications

• Proven experience in a customer-facing role, ideally within SaaS or tech solutions.
• Experience supporting clients to maximise value, adoption, or utilisation of a product/service.
• Team leadership or mentoring experience, with the ability to set the standard for others.

Responsibilities

• Act as a trusted partner for key accounts, building strong relationships and ensuring ROI.
• Proactively monitor customer health, addressing risks and building recovery plans.
• Deliver tailored success plans aligned with customer goals.

Skills

Customer-facing role experience

Team leadership

Proactive mindset

Experience in SaaS or tech solutions

Mentoring experience

Job description

Overview

At Social Value Portal (SVP), our mission is to deliver £100bn in social value, helping communities, organisations, and the environment thrive. As the UK market leader in social value measurement, we support clients with our award-winning platform, consultancy services, and Social Value Academy. To date, we ve unlocked over £47bn in social value and we re only just getting started. We re now looking for a Senior Customer Success Executive to join our fast-paced, collaborative team. This role is vital to our growth, supporting some of our valuable key customers to achieve their social value goals. You ll lead by example, mentor two Success Executives, and engage directly with senior stakeholders to maximise product utilisation and impact.

Why Join Us?

• Competitive base salary of up to £45,000 plus bonus/commission scheme
• Hybrid working with 3 days in our London office
• 25 days holiday, plus bank holidays and your birthday off, with annual increases after 3 years
• Private medical insurance from day one
• 6 paid volunteering days each year, to give back to causes you care about
• Enhanced family leave: 6 months fully paid maternity leave and 1 month fully paid paternity leave
• £400 annual learning budget to support your development
• Ethically invested pension scheme (up to 5% matched), cycle to work scheme, and life assurance at 4x salary
• A culture that lives our values of accountability, collaboration, community and transformation, with a real opportunity to leave a legacy in a purpose-driven business

What You’ll Do

• Act as a trusted partner for key accounts, building strong relationships and ensuring ROI
• Proactively monitor customer health (NPS, CSAT, product usage), addressing risks and building recovery plans
• Deliver tailored success plans aligned with customer goals and measurable outcomes
• Collaborate with Account Managers, Delivery and Operations teams to drive retention and growth
• Champion the voice of the customer internally, influencing product development and service improvements

What We’re Looking For

• Proven experience in a customer-facing role, ideally within SaaS or tech solutions
• Experience supporting clients to maximise value, adoption, or utilisation of a product/service
• Team leadership or mentoring experience, with the ability to set the standard for others
• A proactive, driven mindset someone who thrives in a fast-paced, scaling environment
• Bonus if you have exposure to sustainability, CSR or social impact but above all, we value passion for our mission

Inclusion at SVP

We are committed to building a diverse and inclusive team. Different experiences and perspectives make us stronger, and we actively encourage applications from underrepresented groups. Everyone is welcome here - we celebrate diversity of thought and lived experience.

This is your chance to combine career growth with purpose, helping shape how some of the UK s biggest organisations deliver measurable social value.