Customer Success Executive

4 days ago

London, Greater London, United Kingdom Helio Intelligence Full time £35,000 - £55,000 per year

Job Description
Helio Intelligence brings together the expertise of DeHavilland and Forefront Advisers, two established leaders in political monitoring and intelligence. Backed by private equity firms Bowmark and Bridgepoint, we are rapidly expanding across the UK and EU. With a client base of over 1200 organisations – including leading financial institutions, multinational corporations, charities, and public sector bodies – we deliver actionable insights through advanced monitoring platforms and specialist policy analysis.

As part of our continued growth, we are seeking a Customer Success Executive (CSE) to join our commercial team on a 12-month fixed-term contract. This role is integral to ensuring our clients realise the full value of our services, driving engagement, satisfaction, and ultimately renewal and growth.

You'll manage a broad portfolio of clients throughout their journey with Helio Intelligence, ensuring a smooth and professional experience at every stage. You will also oversee key administrative processes within Salesforce CRM, including contract management, user access, and account updates.

This role is central to client retention and expansion, requiring close collaboration with the sales team to identify upsell and cross-sell opportunities. While political expertise isn't essential, curiosity and a willingness to engage with our sector are key to building credibility and delivering a best-in-class client experience.

Key Responsibilities
Client Engagement & Retention

  • Manage a portfolio of clients through the Helio Intelligence customer journey, ensuring high satisfaction and strong renewal outcomes.
  • Proactively identify opportunities for upsell and mitigate churn risks by maintaining close relationships with clients.
  • Serve as the primary point of contact for day-to-day client enquiries, ensuring timely and professional responses.

Commercial & Operational Support

  • Oversee administrative processes such as contract generation, user management, and opportunity closure using Salesforce CRM.
  • Collaborate with the sales team to support revenue growth initiatives and ensure seamless client handovers.
  • Maintain accurate and up-to-date client records, renewal documentation, and performance metrics within Salesforce.

Insight & Collaboration

  • Partner with internal teams to share client feedback and contribute to continuous product and process improvements.
  • Support the wider commercial function in developing stronger relationships and enhancing overall customer experience.

Your Experience & Attributes

  • Experience in customer success, sales support, or another client-facing role, ideally within a B2B environment.
  • Proficiency with Salesforce CRM is essential.
  • Highly organised, with excellent attention to detail and follow-through.
  • Strong communication and relationship-building skills, capable of establishing trust with clients and colleagues.
  • A proactive and solution-oriented approach, with a focus on continuous improvement.
  • Comfortable managing multiple priorities in a fast-paced, dynamic environment.
  • Interest in politics or current affairs is advantageous, but not required.

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