Customer Success Executive

Role purpose  

The Customer Success Manager is responsible for supporting clients throughout their journey with QC, from onboarding through to ongoing account management. The role ensures clients are successfully implemented, engaged with QC’s services, and supported to achieve value from the platform.  

Working closely with internal teams, the Customer Success Manager builds strong client relationships, delivers training and insights, and ensures a high standard of service and client experience. 

Key Responsibilities 

Client Onboarding and Implementation 

• Develop and manage tailored onboarding experiences for new customers. 

• Create bespoke SharePoint microsites for each client, housing: 

• Produce onboarding materials including: 

• • Training videos 

• • User guides 

• • Instructional documentation 

• Lead onboarding sessions, including: 

• • Kick-off meetings 

• • New customer training 

• • Initial review sessions 

• Collaborate with internal stakeholders to ensure seamless implementation. 

• Contribute to process improvement, including reviewing ownership of security questionnaires within onboarding workflows. 

Client Relationship Management 

• Manage regular client meetings, both online and in person when necessary, including preparing meeting materials such as: 

• • Performance data 

• • Reporting insights 

• • Follow-up actions 

• Deliver ongoing client education initiatives, including: 

• • Structured training sessions 

• • Attend partners’ away days 

• Act as a primary point of contact for day-to-day client queries. 

• Maintain strong, long-term client relationships focused on value delivery and service excellence. 

• Represent the organisation professionally and contribute to relationship-building and knowledge-sharing initiatives. 

Reporting and Performance Management 

• Produce and deliver monthly reporting for clients. 

• Monitor account performance and identify risks or improvement opportunities. 

• Support forecasting activities as required. 

• Contribute to risk management processes to ensure proactive mitigation of service or operational issues. 

Content and Systems Management 

• Maintain and update client-facing content to ensure accuracy, relevance and a high-quality user experience 

• Support the completion and management of client security questionnaires as part of onboarding and ongoing account management