Junior Customer Success Executive

Who We Are, What We Do
Sensat is a geospatial AI business that powers advanced and highly functional digital twins for the world's most critical infrastructure projects. We partner with the world's largest construction, engineering and critical infrastructure companies, including National Grid, Network Rail, Heathrow and Severn Trent Water. We enable our customers to fight the costly and high-risk "Status Quo" of siloed data, people and processes. Our AI-powered digital twins help teams digitally visualise, plan and manage projects, providing Project Confidence Through Clarity.

We are a high trust, high impact team, who offer purpose driven work. We operate with autonomy and flexibility in an agile, flat structure. We look for highly talented, adaptable and curious individuals who love solving meaningful problems and who share our resilient team spirit when facing challenges

We are on track to more than double ARR in 2025, with a strong pipeline that positions us for another year of 100%+ ARR growth in 2026. Backed by over £25 million in funding from blue-chip investors like National Grid Partners and with imminent US market entry representing a significant value inflection point, this is an exciting time to join the Sensat team

In terms of the Customer Partnership team, we are a high-trust, dynamic, and engaging team that operates with autonomy and flexibility, and we're looking for a talented, adaptable person who loves solving meaningful problems. Our Customer Partnerships Team has been established for four and a half years, and our members have about 30 years of collective Customer Success experience; we know what we're doing, and we're ready to share that knowledge to get you started in your career.

*The role - why it exists & why it's interesting*
This is a Junior Customer Success role where the key to your success will be execution and reliability. This role exists to serve as the critical, efficient owner for our high-volume of customers who require a low-touch, process-driven approach to their success. These are the accounts that need reliable help and clarity to thrive, not heavyweight management.

Why it's interesting: By owning this segment, you'll become the essential backbone of the Customer Partnerships Team, directly enabling our growth strategy. You will build foundational skills in Customer Success Operations, data management, and process efficiency, setting you up for excellent career growth in the tech industry.

What you'll be doing:

• Internal Collaboration: Contribute to internal projects that improve team efficiency and processes, ensuring tasks are completed to a high standard.
• Own our Scaled Segment: Be the reliable point person for a large number of customers. Your goal is to make their experience seamless, professional, and efficient.
• Customer Support: You will be the first line of support. This means expertly handling the bulk of customer inquiries via Intercom chat and support emails, ensuring every query is resolved quickly and accurately.
• CRM & Tool Execution: You will live in our key systems; using Intercom for fast, high-quality support; leveraging Planhat and HubSpot to manage and track customer health, engagement, and communication history; and ensuring all customer data is accurately logged.
• Be a Process Fixer: Spot a slow, broken, or clunky process in our workflow or systems? We want you to call it out and fix it. You'll be critical in improving the way we work as a team.
• Data Executor: Use customer data tracked in Planhat/HubSpot to accurately track activity, usage, and success metrics for your segment, providing clear reports to the team.
• Starter-Finisher: This is key. When you take on a task (from a support ticket to an internal process improvement), we trust you to execute it and finish it completely.

What you'll learn to do:

• Solution Knowledge: Comfortable explaining Sensat's solutions and supported use cases to customers.
• Stakeholder Management: Begins to own the relationship with main customer contacts, understanding the broader project team.
• Team Influence: Executes internal initiatives effectively, contributing to the overall success of the Customer Success team.

What you'll bring:

• Experience & Discipline: 1-2 years of solid, proven experience in an administration or customer service/support role. You already know how to handle high volume and manage details with rigour.
• Mindset is Everything: You identify as a 'starter-finisher' or an executor. You are reliable, accountable, and driven by getting a task across the finish line without being prompted for follow-up.
• Comfort with Detail: You must be comfortable, and genuinely motivated, by a significant administrative workload and working with customer data. If you love ticking off a long list of tasks, this is for you.
• Willingness to Grow: A high desire to learn the SaaS product landscape, master new tools (Planhat, HubSpot), and develop a career path within Customer Success.

Bonus Points:

• Any background or keen interest in marketing or customer marketing.
• Demonstrable experience making business decisions or improvements based on customer data.
• This role is hybrid and will require 1 day a week minimum in our London office. This day will be Thursday to fit in with the current team schedule.

What we'll bring:

• Take a break using your 30 days of annual leave (in addition to bank holidays)
• A flexible working environment
• Continue learning every day through your £500 personal development fund
• Regular social events We've been to the theatre, racing around the tracks go-karting, had movie nights, watched the London Symphony Orchestra, line dancing lessons and murder mystery...
• We've got your back, be it immediate access to mental health support through Spill or enhanced Family Leave for those welcoming a new arrival, we support you throughout your journey here.
• We care about our people and want to make essential healthcare accessible and affordable. That's why we have an Opt-in Corporate health and wellbeing cash plan (offering up to £1700 in cash back annually) provided through BHSF.
• We want to enable you to do your best work without having to think about whether your tech will work, so we'll set you up with a MacBook, mouse & keyboard and £250 towards setting up your WFH environment
• Pension: with Penfold. Employer contribution of 3%, employee contribution set at 5% but can be increased (relief at source or salary sacrifice).
• Access to the benefits of our Fora office membership, including access to their gyms and fitness classes, events and dog friendly office
• Other benefits including cycle to work scheme, season ticket loans, eye-care vouchers, payroll giving
• Opportunity to grow your career in Customer Success
• Exposure to innovative technology transforming the construction industry
• Collaborative, supportive, and fast-paced work environment
• Experienced, driven, fun and friendly team with a wealth of knowledge to share
• Freedom and responsibility from day 1 to forge your own path

At this time, we are only able to accept applications from those who have a right to work in the United Kingdom, are based in the United Kingdom and who do not require sponsorship, as this is not something we can offer at this time.
Equality, Diversity and Inclusion
We are an equal opportunities employer and are committed to creating a diverse and inclusive workplace. We welcome applications from all individuals regardless of age, disability, gender, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sex or sexual orientation. All employment decisions are made on the basis of qualifications, merit, and business need, and our recruitment processes are conducted in accordance with the Equality Act 2010. If you require any adjustments during the recruitment process, please let us know.

Compensation Range: £30K - £40K