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Customer Success Executive
Customer Success Executive — CV-Library
At CV-Library, we have a simple vision: to help the world to work, and we are looking for exceptional and talented people to help us realise this vision in both UK and overseas markets.
We are in a period of focused internal investment, following a year of key strategic acquisitions and significant investment across all parts of the business—from Tech and Data to People and HR. There’s never been a more exciting time to join us or a better place to grow your career!
Benefits
Here at CV-Library, we value our employees and are committed to offering the best:
- 23 days holiday, plus bank holidays
- Additional day off for your birthday
- Holiday buy/sell scheme
- Life Assurance
- Medicash healthcare cashback plan—includes dental, physio, osteopathy, complementary alternative therapies (such as reflexology)
- Discounts as part of Medicash, including gym memberships, shopping, entertainment etc.
- Employee Assistance Program and Mental Health First Aiders
- Pension contribution (up to 7%)
- Ongoing training and development—face-to-face training sessions available throughout the year
- Long Service Awards
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The Role
Hours & Location
- Working hours: Monday–Friday, 9:00–17:30
- Location: Fleet
- Working pattern: Hybrid (3 days a week on-site)
Core Focus
As a Customer Success Executive, your focus will be on retaining and nurturing existing clients, delivering excellent customer service, and identifying opportunities to upsell our products and services.
Key Responsibilities
- Manage a portfolio of customer accounts, maintaining regular contact and assisting with queries about CV-Library products
- Review customer activity to offer helpful guidance and ensure they get the most from our products and services
- Highlight any potential upsell opportunities to the sales team
- Support customers through onboarding, providing basic training and direction where needed
- Stay aware of market trends to help deliver a high-quality customer service experience
- Handle customer queries promptly and professionally, meeting agreed KPIs
- Manage multiple tasks effectively while keeping the customer experience central to your work
- Work closely with internal teams, especially Sales, to help build positive, long-lasting client relationships
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What We’re Looking For
- Clear and effective communication skills with customers and colleagues
- A strong customer-first mindset and a proactive approach to learning
- Strong organisational and time-management skills
- Familiarity with technology and the ability to learn new systems quickly
- Confident problem-solving skills and the ability to resolve customer issues
- Ability to work well independently and as part of a team
- Previous customer service or administrative experience is beneficial but not essential
Diversity & Inclusion
We are actively committed to promoting a fully diverse and inclusive workforce and welcome applications from all candidates who meet the key requirements.
Please do not hesitate to get in touch should you require any reasonable adjustments to assist with your application.
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