Skills

Communication HubSpot Sales CRM Accounting Analytics

Job Specifications

Technical Customer Success Executive

Remote based – UK

Salary £30K - £35K depending on experience

My client is a profitable fintech business founded in the UK & now operating globally. After 8yrs of trading behind them & hitting profitability a few years back – Its an exciting time to join the business with focus on scale, customer acquisition and continuous product improvement

They have a unique accounting tech platform allowing SME & Mid Market businesses to ‘ grow fearlessly’ with no worry around credit control, cash flow management & accounting as it can all be automated through their software.

This is a newly created role due to growth & reports into Head of CS & Engineering who is keen to develop & upskill an individual on the product, tech stack and enable them to be successful in supporting customers and developing the CS function further

What you'll be doing as a Technical Customer Success Executive

Customer Support & Ticket Handling

Respond to support enquiries via email and live chat through the Hubspot CRM system with clarity and empathy.
Troubleshoot product issues and guide users through resolutions step-by-step.
Identify bugs and escalate to Engineering with clear reproduction steps and evidence.
Maintain strong ticket hygiene (notes, tagging, categorisation, SLAs).

Customer Success & Adoption

Support onboarding setup and initial configuration for new customers.
Conduct short value-orientation walkthroughs when required.
Spot adoption gaps and reach out to help customers get unstuck.
Understand our customers need and upsell any of our other products and features if suitable
Run weekly reports and handle core administrative duties such as annual plans outreach and customer churn reduction

Help Centre & Knowledge Base Ownership

Maintain and update Help Centre articles, videos, and FAQs.
Write new articles based on recurring queries and product releases.
Review analytics to reduce inbound tickets through better self-serve guidance.

Internal Collaboration & Product Feedback

Channel customer insights to Product, including usability friction and requests.
Partner with Success and Sales for customer context and handovers.
Support feature release communications and documentation updates.

Requirements for the Technical Customer Success Executive

Knowledge / Experience within Finance or Accounting technology – Base level understanding of this will help you to pick up our product easily and help customers
2+ yrs experience in a B2B customer facing role e.g. Account Management / Customer support / Customer success / Client relations
Proactive and customer centric personality, we are looking for someone who is going to take care of our customers and build positive brand awareness
Curios and solutions driven are great skills In this role as it will allow you to analyse & solve all customer queries
Strong professional communication skills as you will be doing a lot of work with customers e.g. CFO’s and Finance Directors and also working with internal teams such as product and sales
Happy to understand business requirements and if any of our solutions or add on’s could help then upselling them to the customer when suitable

About the Company

CRS was founded in 2001 to provide tailored recruitment solutions across the UK’s financial services sectors. We have grown to become one of the UK’s leading specialist banking and finance recruiters. Sectors include (but not limited to): • Corporate, Commercial & SME Banking • Asset Finance & Leasing • Cashflow Lending; IF & ABL • Alternative Finance; Peer-to-Peer & Real Estate • Payments; Merchant Acquiring, Gateways & PSPs • FinTech & Challenger Tech • Related Areas e.g. Funds, Debt Advisory, Restructuring etc • Transact... Know more