SafeContractor
Customer Success Executive
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Customer Success Executive
# Customer Success Executive – Permanent – Cardiff, UK
About the Role
SafeWorkforce fosters safer workplaces with over 200 years of collective health and safety expertise. Our consultants deliver tailored, compliant solutions to businesses of all sizes—helping them minimise risk and build trust.
In this role as Customer Success Executive, your personal touch and problem-solving drive will renew memberships, nurture client relationships, and transform how customers engage with our services. If you thrive collaborating under pressure, guiding clients through complex needs, and seeing the direct impact of your work, this is your stage to shine.
Key Responsibilities
- Lead the customer renewal process by building trust through tailored consultation, ensuring seamless transitions and long-term retention.
- Engage with clients proactively: Drive phone/email discussions on renewals, pricing, and scalable solutions with a consultative approach.
- Identify risk factors and churn indicators by asking insightful questions—turning challenges into opportunities to enhance membership value.
- Maintain CRM records with precision: Track contacts, proposals, proposals, and contracts while updating client profiles in allied systems.
- Collaborate cross-functionally to meet KPIs, share best practices, and refine customer success pipelines.
- Exceed targets by applying commercial awareness, problem-solving, and relationship-driven sales techniques.
Essential Requirements
- 2+ years of hands-on experience in:
- Telesales (preferably with quota/volume goals).
- Account/customer management (client-facing roles in B2B).
- High-performing customer service (phone-first environments).
- Proven success in one or more of these areas:
-
80% renewal closure rates or cross-sell/upsell rates.
- Demonstrated positive NPS (Net Promoter Score) from customer feedback.
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- Sharp communication: Ability to articulate complex safety/compliance offerings in simplified, persuasive terms.
- Tech-savviness:
- Proficiency in Microsoft Office (PowerPoint, Power BI for data tracking).
- Spearfish CRM or Salesforce (+ favourably desirable).
- Attention to detail, organisational agility: Juggling multiple deadlines with minimal error.
- Commercial mindset: Understanding pricing structures, upsell opportunities, and gross margins.
- Positive attitude in a fast-paced setting: Proactively juggling objections, feedback, and process improvements.
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Desirable (But Not Essential)
- Experience within health, safety, or HR compliance services; SaFEisen qualifications (+ trade-off favourably).
- Membership/account manager roles with retention/renewal focus for SaaS or subscription businesses.
- Knowledge of industrial safety standards (HSE Toolkit, COSHH, manual handling) helpful but not required.
- Basic data analysis skills to track CRM data (filters, trends, report generation).
Work Arrangements & Culture
- Hybrid model: Office presence 3 days/week in Cardiff (access to co-working spaces on other days).
- Autonomy & adaptability: Marriage of structured processes and free-thinking bids to exceed standard targets.
Benefits
We want to invest widely in your resilience and growth. Benefits include:
🌍 Health & Wellbeing
🦰 Fast-track healthcare access (including self-referral and telehealth) 🍏 Childcare scheme (EU-wide, supporting employees with dependent care) 🥄 Annual Health Checks and incentives for gym/wellness subscriptions �کز WellBeing Plus access (mental health resources)
🏅 Professional Support
📚 LinkedIn Learning subscription (tailored development programs) 💻ημ Future Skills stipend (£200/year for external courses) 🎁 Annual Learning Bonus for self-driven upskilling
💰 Future Security
📇 Pension with employer match (6% contribution + automatic enrolment) 🐒 Contributed Enhanced Life Assurance (10x salary after 3 years) 💙 Inflation-linked salary reviews
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🏡 Work-Life fit
🚘 Electric Vehicle Charge Scheme and Cycle to Work bike plan 🏨 Working from Anywhere (WFW) allowance (commute bowouts) ⏺ Plenty of holiday: 28 days + autonomy to buy extra 8 days per financial year ➡️ Flexible schedule with flexibility to attend banking sessions 🎈 Bonus seasons: One-off Giving Day worth £0.65/hour worked in random giving
Why Join Us?
"Not a company that just ‘ticks the box’—we’re intentional about growth, respect, and safety as the bedrock of business. We welcome minds of all sizes, perceptions, and backgrounds, fitting you into a position that allows you to thrive." ✏ No ‘one-size-fits-all’: Customised support to hone your strengths enhances your day-to-day relevance. 🪜 Leadership exposure: Senior stakeholders offer seminar-style development opportunities. 💚 Societal impact: Shielding thousands of people from preventable accidents (the work makes you proud).
The only accepted applications here are yours in full: A world where talent is nurtured, ambitions aligned, and potential limits extend past the vague markings.
Application Process
All candidates will hear back within 15 working days. Process features:
- Phone screen (20–30 mins) with ** recruiting team**.
- First-stage interview via Microsoft Teams:
- Situational problem-solving.
- Case study on y qualification-related challenge to assess self-efficacy under pressure.
- Team/profit impact workshop (hybrid in-person or Teams):
- Meet stakeholders aligning with your future area (roller-emerging realities; test-fit before signing).
- Engage with the sales team/business development group for real role fit exploration.
Start shaping your offer: Should you need scientific adjustments to our operating framework (e.g., accommodations), explicitly state your needs during the application phase or recruitment conversation. We ensure adapt for a seamless experience.
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