Description
Our client is a UK-based, impact-driven fintech that provides a market-leading SaaS platform designed to improve financial wellbeing in the workplace. Sold as an employee benefit, their solution combines financial education, personalised 1:1 coaching, and intelligent tools to empower individuals to make better financial decisions. Having launched in 2021, they have experienced impressive revenue growth year-on-year, built a loyal client base, and are poised for further expansion. Their mission is to create a financially secure future for all, and they’re doing this by helping people understand their finances, plan for their goals, and build resilience. As they scale, they’re now seeking a Customer Experience Executive to support and grow their client relationships, enhance service delivery, and strengthen retention. The Customer Experience Executive Lead will play a vital role in supporting our client’s growing portfolio of employer clients. You will act as the bridge between the company and its customers — ensuring they receive high-quality support, see clear value, and are positioned to expand their use of the platform.This is a unique opportunity to work at the intersection of customer success, operations, and marketing within a mission-led technology company.
Duties & Responsibilities
- Build and manage trusted relationships with client stakeholders
- Lead the onboarding of new clients and ensure smooth implementation
- Deliver responsive, empathetic support via phone, email, and chat
- Provide proactive insights and data reporting to demonstrate ROI
- Troubleshoot product issues and escalate appropriately
- Identify trends and client pain points to inform product improvements
- Upsell value-added services to existing clients where appropriate
- Advocate for clients internally to help shape the user experience
- Improve support processes and reduce customer effort
- Maintain clear documentation and client support resources
- Assist in marketing and content efforts to drive brand awareness
- Maintain an annual client retention rate of 90%+
- Grow revenue from existing clients by 10%+ per year
- Increase positive customer reviews (e.g., Trustpilot) by 10%+ annually
Skills, Experience & Requirement
- At least 3 years’ combined experience in Customer Success, Sales or Account Management and Product or service operations
- Experience running a business, working at a startup, or in an entrepreneurial setting
- Strong written and verbal communication skills
- Ability to problem-solve and think critically
- High emotional intelligence and client empathy
- Comfortable working in a remote, fast-paced environment
- Tech-savvy and eager to learn new tools and systems quickly
- Experience in a SaaS business or tech startup
- Familiarity with CRM and support platforms like Zendesk, Intercom, Freshdesk, or HubSpot
- Exposure to knowledge base systems or customer-facing documentation
- Prior experience improving internal operations or customer processes
- Background in sales or commercial roles is a bonus
- Intelligent & Curious: You ask the right questions and learn quickly
- Solutions-Oriented: You enjoy problem-solving and seeing things through
- Accountable: You take ownership and deliver reliably
- Collaborative: You support others and help the team succeed
- Purpose-Driven: You care about the mission and its impact
Load Shedding
Applicants must be able to ensure they can maintain internet and power during office hours.
