Customer Success Executive

Customer Success Lead

Hybrid Working | Chelmsford (1 day per week) & London paid travel (1-2 days per week) | Remaining days from home Salary: £30,000 Hours: 9:00am - 5:30pm (can be flexible on start and finish time)

I'm working exclusively with a fantastic client who is a recognised name within their industry, partnering with some of the very best. Due to continued growth, they are looking for a Customer Success Lead to join their high-performing team and play a pivotal role in driving engagement, compliance, and exceptional customer experience across their expert network.

This is an excellent opportunity for a relationship-driven professional with experience in Customer Success, Account Management, Client Services, Operations, or a similar client-facing environment. You'll become the trusted point of contact for a portfolio of expert partners, helping them maximise value from the platform while ensuring smooth operational processes and timely invoice submissions.

Working closely with internal stakeholders and external partners, you'll be instrumental in building strong relationships, resolving queries, monitoring performance, and identifying opportunities to improve platform adoption and overall user experience.

Key Responsibilities

Build and Manage Expert Relationships

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• Develop strong, trusted relationships with a portfolio of expert partners.
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• Act as the primary point of contact, providing ongoing support and guidance throughout their platform journey.
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• Deliver an outstanding customer experience, ensuring users feel supported, engaged, and valued.
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Drive Onboarding and Platform Adoption

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• Guide new experts through a seamless onboarding process.
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• Deliver training and support to ensure confident and effective platform usage.
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• Encourage best practice and maximise engagement from day one.
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Support Invoice Accuracy and Compliance

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• Help experts submit invoices accurately and within required deadlines.
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• Provide practical guidance on processes, systems, and submission requirements.
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• Ensure adherence to operational standards and compliance expectations.
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Monitor Performance and Resolve Issues

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• Track activity across your portfolio and proactively manage performance.
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• Identify delays, recurring issues, or process gaps and implement effective solutions.
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• Act as the first point of escalation for invoice-related queries, coordinating with internal teams where required.
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Reporting and Continuous Improvement

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• Maintain accurate records and performance data.
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• Produce regular reports highlighting trends, activity levels, and outstanding actions.
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• Gather user feedback and contribute to improvements across processes, workflows, and platform functionality.
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What's in it for You?

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• Join a growing, forward-thinking organisation with an excellent reputation in its sector.
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• Full training
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• Work alongside industry-leading experts and key stakeholders.
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• Be part of a collaborative, supportive, and highly engaged team.
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• Play a role where your contribution has a direct impact on customer success, operational excellence, and business growth.
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• Genuine opportunities for professional development and career progression.
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This role would suit someone who enjoys building meaningful relationships, solving problems, improving processes, and delivering exceptional service in a fast-paced, people-focused environment.

Please apply today or if you have any question email Sian on