About Admit One
At Admit One, we provide software solutions that help our customers deliver great experiences to their own audiences. We are looking for a proactive, relationship-focused Customer Success Executive to join our Customer Success team and take ownership of customer relationships across the customer lifecycle.
Internally, this role may be known as Customer Engagement Manager, but for the advert we are positioning it as Customer Success Executive to reflect the customer lifecycle, retention, engagement and value-delivery focus of the position. The role owns customer relationships, customer health, engagement, retention, communication and the overall account-level customer experience.
The Role
As Customer Success Executive, you will be the primary relationship owner for assigned customer accounts. You will build strong relationships with key stakeholders, understand customer objectives, monitor customer health, identify risks and ensure customers remain engaged, informed and successful.
You will work closely with internal teams including Customer Solutions, Product, Support Operations and Business Development to ensure customers receive a joined-up and consistent experience. You will also act as the customer’s advocate within Admit One, ensuring their priorities, feedback and risks are clearly understood across the business.
This is an ideal opportunity for someone with strong account management, customer success or relationship management experience who enjoys building trusted customer relationships, coordinating internal teams and helping customers get maximum value from software solutions.
Key ResponsibilitiesCustomer Relationship Management
- Act as the primary relationship owner for assigned customer accounts.
- Build and maintain strong relationships with key customer stakeholders.
- Develop a strong understanding of customer objectives, challenges and priorities.
- Maintain regular contact with customers through meetings, account reviews and ongoing communication.
- Act as the customer’s advocate within Admit One.
- Ensure customers know how to engage effectively with Admit One.
These responsibilities reflect the role’s ownership of customer relationships and its accountability for understanding customer objectives, maintaining regular engagement and coordinating agreed actions.
Customer Success & Engagement
- Develop and maintain engagement plans for assigned customers.
- Conduct regular account reviews and customer success meetings.
- Monitor customer satisfaction and engagement levels.
- Help customers maximise value from their investment in Admit One solutions.
- Promote adoption of new products, services and functionality.
- Encourage participation in user groups, webinars, industry events and customer feedback programmes.
This aligns with the role’s focus on customer engagement, relationship management, customer health, retention, communication and account planning.
Customer Health & Retention
- Monitor customer health indicators and identify potential risks.
- Maintain account plans, customer records, risk registers and engagement plans.
- Identify churn risks and work with the Customer Engagement Lead and Head of Customer Success on mitigation plans.
- Escalate concerns proactively before they become major issues.
- Support customer retention initiatives across the customer base.
- Maintain customer health information in accordance with internal frameworks.
The role is responsible for customer health, retention and proactive risk identification across assigned accounts.
Customer Advocacy & Internal Coordination
- Coordinate internal teams to ensure customer commitments are understood and delivered.
- Work with Customer Solutions, Product, Support Operations and Business Development to support a seamless customer experience.
- Ensure customer feedback, requirements and business challenges are captured and communicated appropriately.
- Maintain visibility of significant customer issues, support trends and customer risks.
- Ensure customers receive clear and timely updates on activities affecting their account.
- Remain involved in discovery sessions, business case discussions and major solution conversations to maintain customer context and continuity.
The role works closely with Customer Solutions, Product, Support Operations and Business Development and remains accountable for customer relationship continuity regardless of which internal team is delivering work.
Opportunity Identification
- Maintain awareness of customer growth plans, future requirements and potential opportunities.
- Identify opportunities for additional products, services or functionality.
- Share qualified opportunities with the Business Development team for commercial follow-up.
- Provide customer context and stakeholder insight to support commercial discussions.
This reflects the role’s link with Business Development, where the Customer Success Executive identifies opportunities and shares relevant customer context for follow-up.
Communication, Documentation & Process Improvement
- Manage customer expectations professionally and proactively.
- Provide regular internal updates on customer status, risks, priorities and opportunities.
- Track customer commitments and follow actions through to completion.
- Maintain accurate customer records within CRM and internal systems.
- Document feedback, risks, opportunities, account activity and customer actions.
- Contribute to customer engagement playbooks, standards and best practices.
- Identify opportunities to improve the customer experience and internal processes.
The role is accountable for customer communication, account planning, maintaining customer records and supporting continuous improvement across the Customer Success function.
About You
We are looking for someone who is confident building relationships, managing multiple customer accounts and coordinating internal stakeholders to deliver great customer outcomes.
Essential Skills & Experience
- Experience in customer success, account management, customer engagement, relationship management or a similar customer-facing role.
- Strong relationship-building and stakeholder management skills.
- Ability to establish trusted advisor relationships with customers.
- Excellent written and verbal communication skills.
- Confident communicating with both technical and non-technical audiences.
- Strong meeting facilitation, follow-up and organisational skills.
- Ability to manage multiple customer relationships simultaneously.
- Strong attention to detail and commitment to following actions through.
- Ability to identify customer risks and opportunities proactively.
- Calm and professional approach when handling customer concerns.
These skills are drawn from the role’s required competencies in customer relationship management, communication, customer success, account management, organisation and problem solving.
Desirable
- Experience working within SaaS, software, technology, ticketing, cinema or entertainment industries.
- Experience using CRM or Customer Success platforms.
- Understanding of software delivery lifecycles.
- Spanish, Portuguese, French or German language skills.
These are listed as desirable experience areas for the Customer Engagement Manager role.
What Success Looks Like
Success in this role will be measured through customer retention, customer satisfaction, customer health, quality of account planning, customer review completion, follow-up action completion, risk identification and mitigation, product adoption, customer advocacy and CRM accuracy.
What We’re Looking For
You will be someone who:
- Builds trusted, long-term customer relationships.
- Understands the importance of customer health, retention and engagement.
- Communicates clearly and professionally.
- Enjoys coordinating internal teams to deliver customer outcomes.
- Is organised, proactive and detail-focused.
- Can balance customer needs with internal priorities.
- Wants to help customers get real value from software solutions.
Why Join Us?
- Join a customer-focused team where relationships matter.
- Play a key role in customer retention, engagement and success.
- Work closely with Product, Support, Customer Solutions and Business Development.
- Help shape the customer experience and contribute to continuous improvement.
- Be part of a business that values proactive communication, collaboration and customer advocacy.
Apply Now
If you are an experienced Customer Success Executive, Account Manager or Customer Engagement professional who enjoys building strong customer relationships and helping customers achieve their goals, we would love to hear from you.
Please apply with your CV and a short note explaining why this role interests you.
Pay: £30,000.00-£35,000.00 per year
Benefits:
- Additional leave
- Casual dress
- Company events
- Flexitime
- Free parking
- On-site parking
Work Location: In person
