Software Account Executive

Customer Account Executive - 16 corporate accounts ( A non sales role)

Support on software product feedback, user experience and quarterly reviews.

Hybrid 2 days in the office - brilliant local (International) SME

You must have software / tech customer experience b2b

Fantastic unicorn role for a B2b Customer experience pro.

£34,000 - £36,000 plus 10% bonus and great benefits

(Harrow 2 days in the office 3 WFH)

1-3 years is fine - we want conviction and can-do personality!

Manage the experience of 15-18 Corporate clients (all B2b)

Enterprise HR Technology | Hybrid | Harrow

Your first big step in enterprise software

Want to start your customer success career with real ownership, not a seat on the sidelines? You’ll be the main day-to-day contact for our customers once they’re live, across our whole product portfolio, reporting directly to our VP of Product and Innovation.

If you’re early in your customer success career and want to grow quickly in enterprise HR technology, this is the role.

About us

We’re a UK-based SAP Gold Partner building products for organisations that run SAP SuccessFactors, helping them develop, assess and verify the skills of their people.

Our portfolio includes a learning experience platform built natively for SuccessFactors, a product supporting structured observation and competency verification in regulated and safety-critical industries, and a skills validation product. We’re also building out a set of skills products alongside these.

Our customers are large organisations, and we work closely with them after go-live to make sure our products are used well and deliver what they need.

What you’ll do

Build customer relationships

• Own the quarterly business review (QBR) schedule, prioritising customers by renewal date
• Prepare and deliver QBRs, including decks, usage metrics and follow-up actions
• Present product roadmap updates to customers
• Hold regular check-ins with key accounts

Be the face of support

• Handle first-line support in Freshdesk and work to reduce recurring tickets
• Triage more complex issues and pass them to product and engineering with clear, complete notes
• Keep the content our support AI draws on accurate and up to date, including help articles, known issues and release notes
• Manage escalations through to resolution, bringing customers, product and engineering together where an issue needs it
• Own reporting on support trends and recurring issues

Keep a finger on customer health

• Maintain a customer health dashboard covering adoption, engagement and support history
• Spot at-risk customers early and agree actions with product managers
• Log customer actions in Jira and Confluence and make sure they’re followed through

Work hand in hand with the product team

• Route product requests and feedback to the right owner promptly
• Keep customers informed about upcoming releases
• Make sure what customers hear from us is consistent with product and engineering priorities

What success looks like in your first year

• Recurring support tickets have reduced, because you’ve worked with the product team on root causes and improved the help content customers rely on
• The content our support AI draws on is accurate, current and updated with each release
• QBRs happen on time, and you present roadmap updates to customers confidently on your own
• The customer health dashboard and action log are in regular use by you and the product team
• Customer feedback and trends reach the product team regularly and inform roadmap decisions

What you’ll bring

Essential

• One to three years in customer success, account management or SaaS customer support
• Confident written and spoken communication, including presenting to customer stakeholders
• Strong organisation, with the ability to manage several customers and priorities at once
• Clear, accurate writing, as the support content you maintain will be read by customers and the AI alike
• Curiosity about how products work and a willingness to learn them in depth
• Comfortable using AI tools as part of your day-to-day work

Desirable

• Experience of SAP SuccessFactors or learning technology, such as an LXP or LMS
• Experience preparing or running QBRs
• Familiarity with Freshdesk, Jira and Confluence
• Experience in enterprise B2B software

What’s in it for you

• Salary of [to be confirmed], plus [benefits to be confirmed]
• Hybrid working, with two days a week in our Harrow office
• Structured development, including in-depth product training, SAP certification and external customer success training
• Experience across a broad product portfolio and a range of enterprise customers
• A role where your work is visible and your input shapes how we support customers.

Apply now - start pre xmas 2026