Job Description

Applicants must have the right to work in the UK

Customer Success Executive

Job description

- (London-based role with a requirement to attend the office min of three days per week)

Location:

Hybrid - Flexible start and finish time. Office working (two set days each week plus 10 event and company days per year)

Salary range :

28,000 rising to 33,000 after successful completion of a 6-month probation period.

A bit about us:

B2B Marketing has successfully evolved from a legacy publisher into a community intelligence business.

Community Intelligence means providing B2B Marketers with access to expert advice and education, peer-to-peer learning and market intelligence via in-person/online events and digital community throughout the year.

Our digital community, Propolis, sits at the heart of our strategy with our in-person conferences, awards, training and bespoke marketing services providing key moments to bring the industry together throughout the year in the EMEA and US.

We are now the number one go-to resource for B2B marketers in the UK and we are growing fast in the US.

Right from the start, we had a clear mission that remains as strong and clear today: to provide marketers at business brands with the tools, insight and inspiration they need to grow and succeed - as both individuals and businesses. We're proud to serve as the focal point for the B2B marketing sector, and a force for greater connectivity, enabling marketers and leaders to share experiences and learn from one another. We're a friendly company, jammed with expertise, drive and commitment - and we take pride in the relationships we've developed over the years within the global B2B industry.

In 2021, we launched Propolis - an award-winning, members-only, online community intelligence platform, for world-class professional development. With Propolis, you have exclusive, direct access to trusted, independent industry consultants, intelligence and expertise, helping you smash targets and deliver outstanding results.

The opportunity:

Reporting to the Head of Customer Success (HoCS), the Customer Success Executive (CSE) will support the delivery of an excellent experience for B2B Marketing and Propolis members. Working closely with the wider Customer Success team, the CSE will help ensure members feel supported, engaged, and see real value from their membership.

The successful candidate will drive the operational success of the Customer Success team by managing member queries, coordinating meetings and events, and providing key administrative support to ensure an exceptional member experience.

Key responsibilities:

Support Customer Success activities across assigned accounts throughout the customer journey from onboarding to renewal, with guidance from the Head of Customer Success. Assist in running onboarding sessions, helping new members learn how to use the platform and get the most value from their membership. (Full training provided.) Help coordinate monthly check-ins, success plan meetings, and quarterly reviews, ensuring members feel supported and engaged. Respond to member queries via email, Live Chat, and Expert Connect, and help connect them with the right experts and resources. Provide administrative support to the Customer Success team, including scheduling calls, setting up meetings and training sessions, managing event registrations, and data recording on Salesforce. Assist with general administrative tasks to support the smooth delivery of all Propolis offerings.

What's in it for me?

Join an exciting company which is in hyper-expansion mode, where an entrepreneurial mind thrives. Progression opportunities into a CS team lead for the right candidate Exposure to all aspects of the business by working collaboratively with multiple departments, from the sales team to marketing, to editorial and content. Autonomy to bring new strategies and ways of working to the table. Your ideas will be listened to! Partly remote working, with an office available for you to attend for use of facilities and working with colleagues. Be a part of a successful and harmonious company culture. Growing your own professional network of leading B2B marketers from global enterprise brands. Invitation to numerous B2B Marketing events including Ignite London, The Global ABM Conference, and The Leaders Forum. Company culture! Company team engagement days, B2B Charity Days and office socials. Invitation to the annual B2B Marketing Awards Ceremony (black-tie social).

About you:

Comfortable working in a fast-paced and changing environment Eager to learn and grow, taking ownership of tasks and helping to deliver a great customer experience. Some experience in a client-facing role is a plus, but not essential. Positive, problem-solving mindset, open to learning and reframing challenges as opportunities. Able to work collaboratively as part of a team to help achieve shared goals. Interest in B2B marketing and awareness of topics like strategy, growth, customer experience, and marketing operations is helpful, but not required - full training will be provided.

If this sounds like you, please submit your application today.

Your CV and or cover letter must clearly identify relevant experience in the key deliverables of the role and your transferable skills shared in the job description.

Recruitment Process:

Step 1: Share CV and cover letter

Step 2: Successful candidates will be invited to a 15/20 interview. An opportunity to get to know each other, talk about your experience and motivation for applying.

Step 3: Successful candidates will be invited to complete a written task to showcase candidates written communication skills

Step 4: Successful candidates invited to an In-person interview

Job Types: Full-time, Permanent

Pay: 28,000.00-33,000.00 per year

Benefits:

Additional leave Casual dress Company events Cycle to work scheme Sick pay
Education:

Bachelor's (required)
Experience:

customer service: 1 year (preferred)
Work Location: Hybrid remote in London EC1N 2LL