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Customer Success Executive – Product Adoption, Usage
NQCCustomer Success Executive responsible for managing client onboarding and product adoption at NQC. Engaging in operational excellence and supporting customer relationships in a hybrid working environment.
About the role
Key responsibilities & impact- Maintain a working knowledge of all CSE areas of responsibility to provide seamless backup and contingency for team members during absences.
- Assist CSMs and senior stakeholders in the preparation for Quarterly Business Reviews (QBRs) and high-stakes client meetings.
- Proactively identify areas for process improvement within the CS function to support the team’s scalability goals.
- Any other ad-hoc duties as assigned.
- Lead the end-to-end onboarding journey for new and existing clients, ensuring rapid time-to-value and successful platform adoption.
- Own and maintain the library of digital training assets, videos, and self-service guides to facilitate a scalable, "low-touch" client experience.
- Co-create and deliver high-impact webinars and training sessions for new and existing clients,
- Drive the key performance indicators (KPIs) associated with onboarding speed, training completion rates, and initial value realisation.
- Monitor and analyse customer activity and campaign results to ensure clients are maximising the value of NQC products.
- Bridge the gap between customers and internal Product/Marketing teams by providing data-backed insights into feature requests and platform performance.
- Work closely with CSMs to interpret usage health scores and identify opportunities for deeper product integration.
- To interact closely with the NQC Service Delivery team, to gather, monitor and analyse campaign performance data and ongoing campaign strategy on a weekly basis through the duration of a client campaign.
- Support the wider CS team by managing day-to-day operations, including the triage and escalation of customer support tickets.
- Act as the custodian of the CRM (HubSpot), ensuring data is clean, accurate, and reflects the true state of the customer relationship.
- Develop and maintain internal reports and dashboards to provide the CSM team with actionable data insights and performance visibility.
- Manage the customer feedback and satisfaction (CSAT/NPS) processes to ensure service levels remain high across the department.
Requirements
What you’ll need- Experience managing a high volume of stakeholders (internal or external) and a track record of delivering professional, clear communications.
- Proven experience in a B2B Customer Success, Account Management, or Technical Support role within a SaaS environment.
- Demonstrated experience working within structured workflows (e.g., following an onboarding playbook or a ticket escalation process).
- Excellent interpersonal skills with people at all levels.
- Previous experience using a CRM (ideally HubSpot) to manage customer data, tasks, and reporting.
- Additional language skills are highly desirable
- Is consistently motivated, committed and able to perform duties in all situations.
- Communicates and receives ideas, views and information to achieve understanding.
- Champions NQC’s values and consistently acts in a principled, open and conscientious manner, challenging unacceptable behaviour.
- Plans and prioritises activities and resources to maximise performance and minimise errors.
- Thinks creatively and embraces opportunities for change.
- Works collaboratively with cross-functional teams and acts as a team player while supporting colleagues.
Benefits
Comp & perks- Hybrid working policy of 60% office-based
- 25 days holiday (Increasing with service) + bank holidays
- Enhanced Maternity and Paternity Leave
- Health Cash Plan
- Salary sacrifice scheme
- Learning & Development through Udemy platform
- 24/7 Access to a Virtual GP
- Life Assurance (4 x Salary after 6 months)
- YuLife - employee discounts and wellbeing platform
- Regular company socials & events
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
B2B Customer SuccessAccount ManagementTechnical SupportOnboardingData AnalysisKPI ManagementCustomer Feedback ManagementCampaign Performance AnalysisReportingProcess Improvement
Soft Skills
Interpersonal SkillsClear CommunicationMotivationCommitmentCreative ThinkingCollaborationPlanningPrioritizationProblem SolvingTeam Player