Hybrid Client Success Executive

at Reward Gateway

• Job title: Client Success Executive
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: £40,000 - £45,000 per year
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, London, United Kingdom

About the role

• Client Success Executive supporting strategic accounts within a SaaS Client Success team. Operational excellence, training initiatives, and internal communications for successful account management.

Responsibilities

• Operational Support & Administration
• Support the CSD, Senior CSMs, and CSMs with various administrative tasks, ensuring seamless project delivery
• Act as the first point of contact for administrative functions, reporting, and proposal building when the team is out of office
• Manage slide creation and business proposal documentation as needed
• Training & Communication - conduct webinars and bespoke training sessions for client stakeholders and champions, driving engagement and platform adoption (these can either be virtual of face to face)
• Attend Client Roadshows - creating and distributing communications to increase awareness and understanding of our offerings among end users
• Reporting & Analysis - maintain up-to-date records in Salesforce, including weekly pod reporting and performance analysis
• Develop and analyze dashboards to monitor account metrics and operational efficiencies
• Issue Resolution & Collaboration - resolve operational challenges that may arise, providing timely solutions that would typically fall under Client Support Team
• Collaborate closely with the Client Success team to ensure all project and operational frameworks are followed and executed effectively.

Requirements

• Proven experience in a client-focused support role, preferably in SaaS or a related technology field
• Strong organisational skills, with the ability to manage multiple priorities and adapt to a dynamic work environment
• Demonstrated experience in using Salesforce and reporting tools to monitor account health and performance
• Excellent partnership skills, with a focus on collaboration and clear communication
• Capable of developing training content and leading engaging sessions for various stakeholders
• Strong analytical skills, with a proven ability to derive insights from data and dashboards
• Eager to learn from senior team members and develop a thorough understanding of client success strategies
• Clear and confident communicator, both written and verbal.
• Proven at being comfortable to escalate issues while maintaining accountability for customer communication.
• Eager to learn commercial and strategic skills by shadowing CSDs and Senior CSMs.
• Demonstrated growth mindset, open to feedback, and committed to continuous improvement.

Benefits

• A flexible holiday plan of up to 40 days per year
• £400 a year Wellbeing Allowance
• Private Medical Insurance
• Allowance for professional development books, E-books, and podcasts
• Contributory pension scheme
• Employee, friends and family discounts across 1200+ retail, hospitality and lifestyle brands