Customer Success Executive (SaaS)

Are you passionate about sustainability and eager to make a real impact in a growing SaaS business? Our client is seeking a Customer Success Executive (SaaS) to join their team, ensuring users receive exceptional support while helping businesses reduce their environmental impact.

About the Role

As Customer Success Executive, you’ll be the first point of contact for customer queries, providing prompt, accurate, and empathetic support. You’ll work closely with Engineering and Product teams to troubleshoot issues, capture feedback, and improve the customer experience. Alongside day-to-day support, you’ll create and maintain resources, deliver onboarding and training sessions, and contribute to continuous improvements that help clients achieve their sustainability goals.

Key Responsibilities

• Respond to customer queries, ensuring timely and accurate resolution

• Troubleshoot issues, escalating to Engineering where needed and coordinating responses

• Capture, document, and escalate product feedback to support roadmap development

• Monitor support metrics and contribute to process improvements

• Create and maintain Help Centre resources and interactive documentation

• Write and publish product update communications aligned with new releases

• Develop user self-service resources and onboarding campaigns

• Organise and deliver training sessions for customers and suppliers, with a focus on maximising sustainable outcomes

Skills & Experience Required

• 2+ years’ experience in customer or technical support within SaaS

• Excellent written and verbal communication, with the ability to create engaging user resources

• Strong problem-solving mindset and ability to stay calm under pressure

• Experience with tools such as Intercom, CRM, or ticketing platforms desirable

• Genuine interest in environmental, climate, or sustainability issues is a strong plus

• Fluency in additional languages (Mandarin, Portuguese, German, Dutch) is advantageous

Benefits

• Salary up to £42,000 per annum 

• 25 days annual leave plus public holidays

• Enhanced pension scheme

• Life and health insurance

• Monday to Friday 8am - 5pm / 9am - 6pm with hybrid working (3 days remote, 2 days office-based in London)

• Opportunity to work in a mission-driven company supporting sustainability
  
  

Thank you for your application.
Please note Lawrence Dean Recruitment is acting as an employment agency & business. Due to the high number of applications we receive, we are unable to respond to all applications individually. If you have not been contacted within 7 working days, your application has been unsuccessful on this occasion, but we may contact you about other opportunities in the future.

INDCORE