Job Description

Purpose of the Role

The Customer Success Executive supports PEGO's mission to deliver measurable value to clients by strengthening engagement, retention, and growth. This role focuses on building trusted client relationships, evidencing ROI through data and insights, and ensuring PEGO is embedded as a daily companion for users. Working closely with senior colleagues, the role provides essential support across client engagement, advocacy, and reporting to help PEGO achieve its growth and social impact objectives.

About PEGO

PEGO is a technology company dedicated to transforming the facilities management and cleaning industry. We do this by empowering frontline teams, facilities managers, and building owners with intelligent software that eliminates waste, improves efficiency, and creates measurable social value. Our vision is to go beyond compliance, making PEGO a daily companion that supports workers, clients, and the wider sector.

Key Responsibilities

Account Growth & Retention

- Proactively engage with clients to secure renewals, identify upsell opportunities, and contribute to organic revenue growth, delivering against set KPI's

Client Advocacy

- Build and nurture senior executive (including C-level) relationships across assigned accounts to solidify our partnership to enhance adoption, ensure retention and increase overall customer satisfaction.

cNPS & Engagement Tracking

- Drive client feedback through regular check-ins, surveys, and service reviews, using insights to improve satisfaction.

Value Realisation & Reporting

- Evidence ROI and social value outcomes (e.g. wellbeing, inclusion, sustainability) through data analysis and reporting.

Cross-Functional Collaboration

- Advocate for customer needs/issues cross-departmentally to ensure a seamless experience, sharing insights with Product, Finance, and Operations to improve overall service delivery.

Issue Escalation Support

- Provide support in managing escalations alongside senior colleagues, ensuring timely client communication and follow-up.

Onboarding Support

- Contribute to client onboarding and training activities where required, supporting the CSM Lead and senior team members.

Preferred Skills & Experience

Proven experience in Customer Success, Account Management, or related client-facing roles, ideally within SaaS, PropTech, or FM technology sectors.

Strong communication and relationship-building skills, with the ability to engage clients from site level to executive stakeholders

Excellent communication, presentation and negotiation skills.

Experience working with KPIs such as client retention, adoption rates, organic growth, and Net Promoter Score.

Analytical mindset, confident using data to evidence ROI and improvements.

Experience in the cleaning, facilities management, or service industry is an advantage.

IT literate with a willingness to learn new platforms and digital tools.

Additional Requirements

Flexibility to travel frequently to client sites across the UK and occasionally overseas, as implementation projects require on-site engagement.

Ability to work in a hybrid pattern, combining home working with regular time at Pego's offices in London and Tunbridge Wells.

Use of Regus global workspace access, allowing work to be carried out effectively from locations worldwide when travelling or between client engagements.

What We Offer

Competitive salary and annual discretionary bonus

22 days annual leave, exclusive of statutory holidays

Health and wellness benefit

Professional development through funded training and courses

Budget for home office set-up and hybrid working

Opportunity to shape the future of technology in the FM sector, delivering measurable social impact

Job Types: Full-time, Permanent

Pay: 24,420.00-43,594.30 per year

Benefits:

Additional leave Company pension Health & wellbeing programme Private medical insurance Sick pay Work from home
Work Location: Hybrid remote in Royal Tunbridge Wells TN1 1DJ