Job Specifications
Customer Success Executive
ABOUT QV SYSTEMS
QV Systems is a market-leading fintech providing SaaS-based lending, leasing and financing products for asset and automotive finance businesses. Through our Accelerate platform, we serve a growing base of broker clients across the UK, helping them streamline their operations and grow their businesses.
As a close-knit team at an exciting stage of growth, everyone's contribution matters. This isn't a role where you'll be siloed into narrow responsibilities – you'll get involved across the business, shape how we work, and make a real impact on both our customers and our company.
JOB PURPOSE
The Customer Success Executive is an excellent opportunity to build your career in SaaS customer success within a growing fintech. You'll support customers in getting maximum value from the Accelerate platform, helping brokers achieve their business goals through effective onboarding, training, and ongoing engagement.
What makes this role unique: At QV Systems, Customer Success is about being a genuine advocate for our customers. You'll be the voice of our brokers internally, translating their needs into action across product, support, and sales. You'll have direct access to decision-makers and the ability to influence how we serve our customers.
This is a hands-on, varied role where no two days are the same. You'll work closely with the Head of Customer Success & Support and collaborate across all areas of the business. If you enjoy variety, want to understand how a SaaS business operates end-to-end, and thrive when you can roll up your sleeves and get stuck in, this role is for you.
WHAT SUCCESS LOOKS LIKE
1. Customer Advocacy Mindset
Genuinely care about customers' success and become their champion internally
Ask "what's best for the customer?" and voice their needs fearlessly
Build trust through reliability, honesty, and follow-through
See challenges from the customer's perspective
2. Proactive Ownership
Spot issues and opportunities, then take action
Follow through without constant oversight
Speak up and suggest improvements when something isn't working
3. Collaborative Spirit
Get involved wherever needed – documentation, sales calls, testing features, customer events
Support colleagues across all functions
Share knowledge freely and embrace that everyone pitches in
4. Growth Mindset
Stay curious about our platform, industry, and customers' businesses
Seek feedback and actively improve
Embrace ambiguity and new challenges
MAIN RESPONSIBILITIES
Customer Onboarding & Platform Setup
Lead onboarding for Tier 2 and Tier 3 customers
Configure platform settings and create documentation
Deliver engaging training sessions
Identify and resolve onboarding blockers quickly
Customer Advocacy & Relationship Management
Act as the customer's champion in product discussions and strategic conversations
Build trusted relationships through regular, meaningful communication
Translate customer feedback into actionable insights for internal teams
Escalate issues with context and urgency, following through to resolution
Customer Engagement & Adoption
Help customers discover platform features aligned with their business goals
Share best practices and success stories
Monitor engagement patterns and proactively address drops
Create case studies and testimonials
Business Reviews & Health Management
Conduct annual check-ins with Tier 3 customers
Support bi-annual reviews for Tier 2 customers
Track customer health indicators and flag at-risk accounts
Celebrate customer wins and milestones
Cross-Functional Collaboration
Participate in product discussions with real customer examples
Support marketing with customer stories and content ideas
Assist sales with customer insights
Contribute to customer events, webinars, and forums
Get involved in company initiatives beyond your core role
Growth & Retention Support
Spot expansion opportunities and communicate them to the Customer Success Manager
Support renewal processes through strong relationships
Gather competitive intelligence from customer conversations
KEY ACCOUNTABILITIES
Customer Advocacy: Consistently represent customer voice internally
Customer Satisfaction: Maintain positive relationships contributing to strong NPS
Onboarding Excellence: High-quality customer activations
Engagement: Proactive communication across assigned accounts
Cross-Functional Impact: Active contribution to team and company initiatives
ESSENTIAL REQUIREMENTS
Experience & Education
Bachelor's degree or equivalent relevant experience
1-3 years in customer-facing roles (customer success, account management, customer service)
Demonstrated ability to build relationships and advocate for others
Experience with software applications or technology platforms
Skills & Competencies
Customer Advocacy: Empathize with customers and fight for their needs
Communication: Influence across different audiences
Initiative: Self-starter who makes things happen
Collabo
About the Company
We partner with asset and auto finance providers to make finance work better, for everyone. The finance industry is evolving rapidly, and standing still isn't an option. At QV Systems, we believe the answer isn't always to rip and replace - it's to enhance what's already working, give you greater control over your operations, and create experiences that truly serve your customers, your team, and your business. Whether you're looking to modernise legacy systems, streamline lending processes, or deliver seamless customer journ...
Know more