Customer Success

Role Overview

As a Customer Success Executive, you will take ownership of the full client lifecycle—from first outreach to closed deal and ongoing account growth—acting as a trusted advisor rather than a traditional salesperson. Your day-to-day centres on diagnosing each client's business situation through structured discovery conversations, then pairing them with solutions that genuinely improve their operations. This role directly powers our expansion across public, private, and not-for-profit sectors, so your ability to convert complex client problems into clear, measurable outcomes is critical to our long-term commercial success.

Key Responsibilities

• Proactively build and maintain a qualified pipeline by researching, targeting, and contacting new organisations within assigned public and private sector accounts, while also developing existing relationships for upsell and cross-sell opportunities.
• Conduct structured discovery sessions with prospects to surface their operational pain points, strategic goals, and constraints, using a consultative approach to map our offerings to their specific needs.
• Design and present tailored solution proposals that clearly connect features to business value, including cost-benefit reasoning and success metrics, then adjust recommendations based on client feedback.
• Cultivate long-term relationships with decision-makers such as department heads, procurement leads, and executive sponsors, ensuring consistent engagement and timely follow-through across every touchpoint.
• Navigate sector-specific buying environments—including government tender procedures and corporate RFP processes—preparing compliant submissions and preparing internal teams for vendor assessments or approval meetings.
• Maintain a complete, accurate view of every deal in the CRM platform, logging activities, tracking forecasts, and identifying pipeline risks early so that leadership can act on reliable data.
• Coordinate with digital campaign specialists to launch targeted outreach sequences, leverage content assets, and personalise communication for different segments, then use response data to refine your approach.
• Track relevant regulatory shifts, funding availability, and competitive movements in your territories, feeding these insights into sales strategy and positioning conversations.

Requirements & Qualifications

• Bachelor's degree in Economics, Statistics, Finance, Accounting, or a related analytical discipline.
• At least 2 years of demonstrable experience in consultative or B2B sales, ideally in roles where you sold solutions or services rather than transactional products, and worked with public, private, or non-profit clients.
• A solid grasp of data analytics principles—such as interpreting performance metrics, using dashboards, or translating numbers into business recommendations—evidenced by prior work or academic training.
• Advanced proficiency with CRM systems like Salesforce or HubSpot, including pipeline management, reporting, and workflow automation.
• Excellent verbal and written communication skills, with the ability to lead persuasive presentations, articulate complex ideas simply, and negotiate terms that protect both client interests and company goals.
• Relevant sales certifications (e.g., solution selling, account management, or industry-specific qualifications) are considered a plus.