Manage the full customer renewal process, building strong relationships and ensuring a smooth, value-driven experience
Engage with customers via phone and email to discuss renewals, pricing, and opportunities to maximise membership benefits
Use a consultative approach to understand customer needs, identify risks or churn indicators, and recommend solutions
Maintain accurate records in the CRM system, ensuring all customer data, proposals, and contracts are up to date
Collaborate with colleagues to achieve renewal targets, share insights, and continuously improve customer success processes

Proven experience in telesales, account management, or customer service in a phone-based environment
Strong customer engagement and relationship-building skills
Excellent verbal and written communication abilities
Competence with Microsoft Office applications (Word, Excel, Outlook)
Strong attention to detail and organisational skills
Ability to prioritise tasks, manage deadlines, and work effectively under pressure
Proven track record of meeting or exceeding targets and KPIs
Positive, dynamic, and enthusiastic approach to work
Previous experience in a membership or subscription-based business environment (desirable)
Familiarity with CRM systems and sales pipeline management (desirable)
Understanding of health, safety, or HR compliance services (desirable)

Customer Success Executive

Key skills