Customer success executive job description.

What does a customer success executive do?

 

A customer success executive supports onboarding, engagement, and retention for new and existing clients. They help customers get value from a product or service, answer questions, and ensure satisfaction post-sale.

 

Key responsibilities include onboarding new users, responding to support tickets, monitoring usage, and escalating issues. They work closely with customer success managers and account teams to ensure customers meet their goals.

 

In smaller companies, the role may combine support and onboarding. In larger organisations, it serves as an entry-level path into success management, focusing on proactive customer communication and user enablement.

 

Key responsibilities of a customer success executive.

 

Customer success executives support onboarding and retention. Their responsibilities typically include:

• Assisting with onboarding new customers and setting them up for success

• Managing support queries and ensuring timely resolution

• Supporting account managers or CSMs with client follow-up

• Monitoring customer usage and flagging risks or growth opportunities

• Documenting customer requests and product feedback

• Maintaining CRM notes and support ticket logs

• Helping users adopt key features or tools

• Coordinating with support, product, or training teams

• Tracking customer satisfaction and onboarding completion

• Supporting renewal or upsell conversations where relevant

This role blends customer care, product guidance, and internal coordination.

 

Skills and requirements for a customer success executive.

 

Customer success executives support onboarding and retention. Employers typically look for:

• 1–3 years of experience in customer service or support roles

• Strong written and verbal communication skills

• Experience onboarding new customers or managing accounts

• Familiarity with CRM systems or support ticketing tools

• Ability to answer product questions and troubleshoot issues

• Comfortable liaising with internal teams to resolve customer needs

• Strong time management and prioritisation skills

• Friendly, approachable, customer-first attitude

• Willingness to learn products and client workflows

Most customer success executives focus on client satisfaction and retention.

 

Average salary for a customer success executive.

 

In the UK, the average salary for a customer success executive typically ranges from £28,000 to £40,000, depending on account load, sector, and churn management.

• Mid-level CSEs tend to earn between £28,000 and £34,000

• Senior executives managing strategic relationships or expansion opportunities may earn between £35,000 and £40,000

• Bonuses are often tied to retention, satisfaction, and upselling metrics

Top-paying roles exist in SaaS, tech platforms, and subscription-based models.

 

Career progression for a customer success executive.

 

A customer success executive ensures clients receive value from a product or service, often post-sale. It’s a key relationship-building role that typically leads into account management or customer leadership. A typical career path includes:

 

Customer support / Onboarding coordinator

 

Assists with onboarding, handles customer queries, and supports service setup and engagement.

 

Customer success executive

 

Manages customer relationships, encourages product adoption, and helps drive retention and satisfaction.

 

Customer success manager (CSM)

 

Owns a portfolio of accounts. Aligns product usage with client goals and identifies upsell opportunities.

 

Senior CSM / Strategic success lead

 

Leads engagement for high-value clients. Advises on renewals, expansions, and long-term value creation.

 

Head of customer success

 

Owns the CS team strategy and KPIs. Aligns with product, sales, and leadership on churn reduction and customer experience.