Customer Success Executive

2 weeks ago

London Area, United Kingdom DeHavilland Full time

DeHavilland is a political intelligence service providing public affairs and government relations professionals with political monitoring, and stakeholder management services across the UK and EU. Together with its sister company, Forefront Advisers, DeHavilland is part of the umbrella company Helio Intelligence. With a client base of more than 1, organisations, including multinational corporations, public sector bodies, NGOs, and trade associations, we are rapidly expanding.

To cover maternity leave, we're seeking a Customer Success Executive to join our Account Management team in London. In this role, you will manage a portfolio of over 150 existing clients. Your core focus will be ensuring customers are connected to the full value of our services by driving engagement and product adoption, ensuring that the service is optimised for clients' requirements, and providing day-to-day support that leads to renewal and growth.

You will negotiate contract renewals and oversee key processes to ensure smooth, professional client interactions, using Salesforce CRM to manage contracts,  and capture relevant touchpoints. This role is central to client retention and expansion, and you will also work closely with our New Business team to identify and support upsell and cross-sell opportunities.

While an interest in politics and policy isn't a prerequisite, you will need to be willing to learn and engage with our sector to build your credibility and deliver a best-in-class client experience.

Key Responsibilities

Client Engagement & Retention

  • Manage a portfolio of clients, ensuring high satisfaction and strong renewal outcomes.
  • Ensure customer engagement and adoption of new products and features
  • Proactively identify upsell/cross sell opportunities and mitigate commercial risk by leveraging data and staying close to client needs.
  • Serve as a key point of contact for day-to-day client enquiries, ensuring prompt and professional resolution.

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
  • Maintain accurate, up-to-date client records and renewal documentation in Salesforce.

Insight & Collaboration

  • Work with internal teams to surface client feedback and contribute to product and process improvements.
  • Support the other teams in building stronger relationships and enhancing customer experience.

Your Experience & Attributes

  • 6–12 months' experience in sales, commercial account management, sales support, customer success, or other client-facing role, ideally in a B2B environment.
  • Strong interpersonal and communication skills (both verbal and written), with the ability to build trust with clients and colleagues.
  • Proactive mindset with a focus on problem-solving and continuous improvement.
  • Highly organised with excellent attention to detail.
  • Comfortable managing multiple tasks in a fast-paced environment.
  • Basic understanding of the UK political landscape, and an interest in politics or current affairs is desirable.

To Apply:

Please submit your CV and a short cover letter outlining your interest in the role and relevant experience to

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