Customer Success Executive

Key Responsibilities:

Create Raving Fans

·        Deliver an experience that exceeds expectations at every interaction.

·        Understand each customer's business goals and ensure they see iplicit as essential to achieving them.

·        Identify what would make each customer willing to actively recommend us and work to deliver it.

·        Recognise that Raving Fans are created through consistent, proactive care, not grand gestures.

Drive Customer Advocacy & Referrals

·        Build relationships that lead to customers voluntarily referring iplicit to peers and contacts.

·        Identify and nurture advocates within your portfolio who will speak on our behalf.

·        Secure testimonials, case studies, video references, and speaking opportunities.

·        Create a pipeline of referenceable customers for Sales and Marketing to draw upon.

·        Track and report on advocacy activity across your portfolio.

Own Adoption & Value Realisation

·        Take structured handover from Professional Services (internal and partner-delivered)when customers go live.

·        Proactively monitor product usage and intervene when customers are underutilising iplicit.

·        Conduct regular check-ins and business reviews aligned to customer goals.

·        Ensure customers are aware of features and functionality that would benefit them.

·        Connect customer outcomes to iplicit: make the value visible, not assumed.  

Proactive Engagement

·        Maintain a structured outreach cadence: every customer hears from you, not just the ones who shout.

·        Build trusted relationships with Finance Managers, Financial Controllers, and CFOs.

·        Identify and develop champion users who will advocate internally and externally.

·        Communicate product updates, new features, and best practices before customers ask.

Customer Feedback & Issue Resolution

·        Own the resolution of customer concerns within your portfolio, developing and executing recovery plans to bring customers back on side.

·        Gather and consolidate customer feedback through regular interactions, supplementing formal feedback channels.

·        Ensure feedback is actioned, updates are communicated, and the loop is closed with customers.

·        Share insights on recurring themes, friction points, and improvement opportunities with Product, Support, and leadership.

·        Turn neutral or negative experiences into recovery opportunities that can ultimately build stronger advocacy.

Support Revenue Growth

·        Identify opportunities where customers could benefit from additional modules, licences, or functionality.

·        Qualify and hand over expansion opportunities to Sales with relevant context on customer goals and readiness.

·        Support commercial conversations during licence true-ups and renewals.

·        Contribute to NRR targets through adoption, retention, and expansion signal identification.

Community & Event Participation

·        Represent iplicit at client network events, user groups, webinars, and industry events.

·        Identify and nominate customers for speaking opportunities, panels, and case study participation.

·        Support Marketing in coordinating customer involvement in events and community initiatives.

Protect the Customer Base

·        Monitor customer health indicators and flag risks early.

·        Intervene with at-risk customers before dissatisfaction takes hold.

·        Conduct licence true-up conversations commercially but appropriately.

·        Collaborate with Support to stay informed of trends without owning ticket resolution.   

Core Competencies:

Essential

·        Experience in a customer-facing role within SaaS or software.

·        Genuine belief that customer experience is a competitive advantage.

·        Confidence engaging with finance professionals: able to hold a commercial conversation without being salesy.

·        Proactive mindset: you build relationships, you don't wait for problems.

·        Strong communication skills: written, verbal, and presentation.

·        Organised and disciplined: able to manage 60–80 accounts without letting anyone slip.

Desirable

·        Experience with accounting or finance software.

·        Track record of generating customer advocacy, referrals, or references.

·        Familiarity with CRM and customer success tools (HubSpot, Freshdesk, or similar).

·        Background in professional services, implementation, or training delivery.

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