WorkL For Business
Customer Success Executive
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Company Description
WorkL for Business is a global leader in improving employee happiness, partnering with thousands of organisations to enhance engagement and commercial performance through surveys, learning and development programs, consultancy, awards, and recruitment services. Its approach is grounded in decades of practical experience and supported by the world’s largest employee sentiment database, enabling robust bench-marking and targeted performance improvement. The company supports employees at all levels, not only managers, ensuring broad impact across organisations. WorkL for Business powers the Best Places to Work Awards in multiple countries alongside leading media brands, using a single global standard to recognise workplaces where people are happiest.
Role Description
This is a full-time hybrid Customer Success Executive role based in Shoreditch, London, with flexibility for some work from home. The Customer Success Executive will manage a portfolio of client accounts, ensuring smooth onboarding, effective platform usage, and high levels of customer satisfaction. Day-to-day responsibilities include responding to client queries, providing proactive support, monitoring account health, and identifying opportunities to increase customer retention and engagement. The role involves analysing survey and performance data, preparing reports, and communicating insights that help clients improve employee happiness and organisational outcomes. The Customer Success Executive will collaborate closely with internal teams such as product, sales, and operations to resolve issues, support renewals, and contribute to continuous service improvements.
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Purpose
To build and maintain strong, long-term customer relationships by delivering exceptional support, understanding client needs, and providing tailored solutions that maximise the value of the company’s services. The role contributes to customer satisfaction, retention and account growth, while supporting the continuous improvement of Customer Success processes and the overall customer experience.
Scope
- Support the Customer Success team in managing multiple client accounts and building strong, long-term customer relationships.
- Drive customer satisfaction by understanding client needs, resolving issues effectively, and ensuring a consistently high-quality customer experience.
- Identify opportunities for account growth, renewals, and upselling through proactive client engagement and collaboration with internal teams.
- Work closely with Marketing and Data teams to support customer retention, relationship management, reporting, and commercial growth.
- Support customers participating in awards programmes, ensuring they receive guidance and assistance throughout the process.
- Assist with customer support across social media channels and shared inboxes, responding promptly and professionally to customer enquiries.
- Contribute to maintaining a consistent and positive customer experience across the wider WorkL family.
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Capabilities and Requirements
- 1–2 years' experience in Customer Success, Account Management, Sales, or Customer Service.
- Excellent written and verbal communication skills.
- Strong interpersonal and relationship management abilities.
- Excellent organisational and time management skills.
- Ability to analyse data and translate insights into customer actions.
- Confident presenting to clients.
- Proficiency in Microsoft Office including excel or Google Workspace.
- Ability to manage multiple priorities in a fast-paced environment.
- Proactive, adaptable, and customer-focused approach.
- Experience working with technology or SaaS products is desirable.
Reward and Benefits
Salary starting from £28,860. Life Assurance and employer contributions to pension from day 1. Healthcare plan following the successful completion of probation.
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