Job Description
Who are Eque2?
Eque2 provides financial, contract management, and estimating software tailored for construction businesses, standing out as market leaders in our field. With a customer base exceeding 3,000 and experiencing rapid expansion, we operate from offices in both Maidenhead and Newcastle.
We are proud to announce that we've earned the "Great Place to Work" certification for two consecutive periods: April 2023 to April 2024, and now May 2024 to May 2025.
Position Summary
As a Customer Success Executive at Eque2, you will be at the forefront of ensuring our customers' success. Your primary responsibility will be to help customers achieve their goals and maximize the value of our products. By collaborating closely with customers, you will identify their needs, understand their objectives, and provide guidance to ensure effective product use.
Acting as the vital link between our customers and our organization, you will gather valuable feedback and insights to enhance the overall customer experience. Your ultimate aim will be to drive customer satisfaction, retention, and loyalty.
To thrive in this role, you should excel in clear and persuasive communication, have strong relationship-building skills, and possess a genuine passion for enhancing the customer journey. A successful Customer Success Executive creates meaningful connections with customers and consistently works to elevate their experience.
Key Accountabilities:
* Build Trusted Partnerships: Act as a reliable advisor to customers, fostering strong and productive relationships.
* Drive Customer Success: Understand customer objectives and challenges, guiding them to maximise the value of Eque2 solutions.
* Proactively Manage Customer Health: Use key metrics and behaviors to assess customer satisfaction, identifying risks and taking proactive measures to mitigate churn.
* Provide Actionable Insights: Collect and relay valuable product feedback gained through customer interactions.
* Respond to Customer Concerns: Monitor and address customer complaints on social media, ensuring timely assistance (noting the current minimal social media presence).
* Facilitate Cross-Team Collaboration: Gather customer insights and share them with Product, Sales, and Marketing teams to drive continuous improvement.
Knowledge and Skills:
* Exceptional Communication: Ability to clearly convey ideas, understand customer needs, address concerns, and deliver solutions in a concise and professional manner.
* Strong Relationship-Building: Skilled at establishing trust and credibility, fostering positive relationships that ensure customer satisfaction and long-term loyalty.
* Problem-Solving Expertise: Proficient in identifying challenges, applying creative thinking, and implementing effective solutions tailored to customer needs.
* Analytical Acumen: Capable of analysing customer data and feedback to uncover trends, identify opportunities, and drive informed, data-backed decisions.
* Empathy and Patience: Demonstrates understanding and compassion when addressing customer frustrations, building trust through empathetic and thoughtful interactions.
* Effective Time Management: Highly organised, with the ability to prioritise tasks, manage competing responsibilities, and meet deadlines to deliver consistent results.
* Product and Industry Knowledge: Quickly grasps new technologies, enabling deep product understanding to educate customers, provide guidance, and offer meaningful insights.
* Collaborative Teamwork: Works effectively with cross-functional teams, including customer care, onboarding, sales, marketing, and product teams, to deliver seamless customer experiences and drive shared success.
Industry & Experience
* Minimum of 2 years’ experience in a software organisation.
* Proven experience in a B2B Customer Success role.
* Experience in a SaaS environment is highly desirable.
Additional Requirements
* Willingness to commute to the Maidenhead office 3–4 times per week.
* Flexibility to travel within the UK and Ireland as needed.
* Possess a full UK driving license and a valid passport.
* Availability for occasional overnight stays.
Training and Prospects
* Full training and induction
* We have a great ‘work hard play hard’ philosophy
* Excellent career prospects
What we offer
* Generous salary and commission scheme
* 25 days holidays and an additional day for your birthday off
* 2 paid Volunteer days
* Generous Pension
* Enhanced Maternity Pay
* Enhance Paternity Pay
* Electric Vehicle Scheme
* Cycle to Work scheme
* Perk box – includes a wide range of incentives such as gym memberships and free online workout classes
* Healthcare plan
* Employee Assistance Programme (EAP)
* Death in service
If you're excited to be part of a rapidly growing company, we encourage you to apply!