Customer Success Executive

Customer Success Executive ABOUT QV SYSTEMS QV Systems is a market‑leading fintech providing SaaS‑based lending, leasing and financing products for asset and automotive finance businesses. Through our Accelerate platform, we serve a growing base of broker clients across the UK, helping them streamline their operations and grow their businesses. As a close‑knit team at an exciting stage of growth, everyone's contribution matters. This isn't a role where you'll be siloed into narrow responsibilities – you'll get involved across the business, shape how we work, and make a real impact on both our customers and our company. JOB PURPOSE The Customer Success Executive is an excellent opportunity to build your career in SaaS customer success within a growing fintech. You'll support customers in getting maximum value from the Accelerate platform, helping brokers achieve their business goals through effective onboarding, training, and ongoing engagement. What makes this role unique: At QV Systems, Customer Success is about being a genuine advocate for our customers. You'll be the voice of our brokers internally, translating their needs into action across product, support, and sales. You'll have direct access to decision‑makers and the ability to influence how we serve our customers. This is a hands‑on, varied role where no two days are the same. You'll work closely with the Head of Customer Success & Support and collaborate across all areas of the business. If you enjoy variety, want to understand how a SaaS business operates end‑to‑end, and thrive when you can roll up your sleeves and get stuck in, this role is for you. WHAT SUCCESS LOOKS LIKE 1. Customer Advocacy Mindset Genuinely care about customers' success and become their champion internally Ask "what's best for the customer?" and voice their needs fearlessly Build trust through reliability, honesty, and follow‑through See challenges from the customer's perspective 2. Proactive Ownership Spot issues and opportunities, then take action Follow through without constant oversight Speak up and suggest improvements when something isn't working 3. Collaborative Spirit Get involved wherever needed – documentation, sales calls, testing features, customer events Support colleagues across all functions Share knowledge freely and embrace that everyone pitches in 4. Growth Mindset Stay curious about our platform, industry, and customers' businesses Seek feedback and actively improve Embrace ambiguity and new challenges MAIN RESPONSIBILITIES Customer Onboarding & Platform Setup Lead onboarding for Tier 2 and Tier 3 customers Configure platform settings and create documentation Deliver engaging training sessions Identify and resolve onboarding blockers quickly Customer Advocacy & Relationship Management Act as the customer's champion in product discussions and strategic conversations Build trusted relationships through regular, meaningful communication Translate customer feedback into actionable insights for internal teams Escalate issues with context and urgency, following through to resolution Customer Engagement & Adoption Help customers discover platform features aligned with their business goals Share best practices and success stories Monitor engagement patterns and proactively address drops Create case studies and testimonials Business Reviews & Health Management Conduct annual check‑ins with Tier 3 customers Support bi‑annual reviews for Tier 2 customers Track customer health indicators and flag at‑risk accounts Celebrate customer wins and milestones Cross‑Functional Collaboration Participate in product discussions with real customer examples Support marketing with customer stories and content ideas Assist sales with customer insights Contribute to customer events, webinars, and forums Get involved in company initiatives beyond your core role Growth & Retention Support Spot expansion opportunities and communicate them to the Customer Success Manager Support renewal processes through strong relationships Gather competitive intelligence from customer conversations KEY ACCOUNTABILITIES Customer Advocacy: Consistently represent customer voice internally Customer Satisfaction: Maintain positive relationships contributing to strong NPS Onboarding Excellence: High‑quality customer activations Engagement: Proactive communication across assigned accounts Cross‑Functional Impact: Active contribution to team and company initiatives ESSENTIAL REQUIREMENTS Experience & Education Bachelor's degree or equivalent relevant experience 1‑3 years in customer‑facing roles (customer success, account management, customer service) Demonstrated ability to build relationships and advocate for others Experience with software applications or technology platforms Skills & Competencies Customer Advocacy: Empathize with customers and fight for their needs Communication: Influence across different audiences Initiative: Self‑starter who makes things happen Collaboration: Team player across functions Adaptability: Comfortable with variety and changing priorities Learning Agility: Quick learner who embraces challenges Problem‑Solving: Resourceful and solution‑oriented Organization: Juggle multiple customers and tasks effectively Personal Attributes Genuinely care about people – customers and colleagues "Pitch in" mentality – happy doing whatever's needed Entrepreneurial spirit – energized by growth‑stage dynamics Professional curiosity – want to understand the whole business Resilience – handle ambiguity and curveballs Humility – willing to ask for help UK travel availability for occasional visits and meetings DESIRABLE REQUIREMENTS Experience in SaaS, software, or technology companies B2B customer relationships or account management exposure Cross‑functional project experience Familiarity with HubSpot, Jira, Confluence, or similar tools Experience or interest in finance, automotive, or fintech Track record of going above and beyond WHAT YOU'LL GAIN Broad exposure to all aspects of running a SaaS business Real influence – your voice shapes how we work Hands‑on fintech experience with diverse customers Mentorship from experienced Customer Success and leadership Industry expertise in automotive and asset finance technology Direct access to senior leadership Clear career progression to Customer Success Manager £1,000 annual training budget WHAT WE OFFER Salary: £35,000 per annum + commission Pension with NEST 24 days holiday + bank holidays Hybrid working (Bedford office and remote) MacBook and AirPods Pro, plus home working equipment £1,000 annual training budget Quarterly company socials Volunteering opportunities Inclusive, collaborative culture WHO THRIVES HERE You'll love it if you: Want real impact and visible results Enjoy variety and cross‑business involvement Prefer collaboration over hierarchy Are energized by growth and building Value close‑knit teams Care deeply about customer advocacy This might not fit if you: Prefer highly structured roles with rigid boundaries Want narrow focus without broader involvement Need constant direction Prefer corporate environments with extensive resources Seniority level Entry level Employment type Full-time Software Development #J-18808-Ljbffr