Customer Success Executive

4 days ago

London, Greater London, United Kingdom Totara Learning Solutions Full time £30,000 - £60,000 per year

Totara helps organisations around the world to learn, engage and perform through our open learning and talent development platform. As a trusted partner to our clients, we are committed to delivering strong customer experiences and long-term value.

The Customer Success Executive is responsible for managing a portfolio of smaller or lower-risk client accounts, supporting renewals, and contributing to account growth through proactive relationship management. While the role operates independently day to-day, guidance and oversight is provided by a Senior Client Relationship Manager.

This role is ideal for someone who has professional experience in customer success, account management, or sales support and is now ready to take ownership of client relationships while developing toward a full Client Relationship Manager role.

Responsibilities

Client Relationship Management

  • Independently manage a portfolio of agreed client accounts.
  • Build and maintain positive working relationships with client contacts.
  • Function as a first point of contact for client communications within assigned accounts.
  • Proactively schedule and conduct client meetings such as renewals and check ins.
  • Escalate risks, issues, and opportunities to the Senior Client Relationship Manager as appropriate.

Renewals and Commercial Activities

  • Manage contract renewals for assigned accounts, including client engagement and coordination with internal teams.
  • Support invoicing and renewal processes to ensure timely billing and payment.
  • Identify up-sell and cross-sell opportunities and feed into sales pipeline.
  • Maintain basic revenue forecasts for assigned clients.

CRM and Governance

  • Maintain accurate records in the CRM system including accounts, contacts, opportunities, and activities.
  • Ensure contract data is current and auditable.
  • Contribute to commercial reporting where required.

Sales and Marketing Support

  • Assist in preparing proposals, contracts, and client documentation.
  • Contribute to marketing campaigns, social media activity, and client communications.
  • Support client-facing events, webinars, and conferences.
  • Assist with tender and procurement administration, where required.

Collaboration and Development

  • Collaborate closely with Senior Client Relationship Managers to develop account strategies.
  • Participate in coaching and feedback sessions.
  • Share learning and contribute to team improvements.
  • Build product and commercial knowledge to increase contribution over time.

Desirable Experience:

  • Experience in customer relationship management, account management or sales.
  • Experience/knowledge of the Learning Technology industry, learning management systems (LMS), e-learning platforms, or other educational technologies.
  • Strong communication and negotiation skills
  • Ability to analyse client needs and identify business opportunities
  • Proactive, organized, and self-motivated approach
  • Basic familiarity with CRM tools and contract management

Perks and Benefits:

  • Enhanced Parental Leave
  • Private Healthcare
  • Life Insurance 4x Salary
  • Professional Development Opportunities
  • Annual Wellbeing Allowance
  • New Joiner home working set-up allowance
  • Additional Paid Leave: Birthday off, Working days between Christmas and New Years Eve

We're committed to building a diverse, equitable and inclusive workplace where everyone feels they belong. We welcome applications from people of all backgrounds, identities and experiences, and we're happy to make adjustments to support you through the recruitment process - please just let us know.

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