Customer Success Executive

Location: Bristol – Hybrid 

Role: Full Time 

Remuneration: £35,000 – £40,000 (experience depending), and £10,000 commission 

About Xledger 

Xledger is a cloud-based accounting and ERP platform built for organisations that demand real-time financial insight, scalability, and control. Trusted by customers across the world, our software helps finance teams move faster, reduce manual effort, and make better decisions: from automated workflows and multi-entity consolidation to powerful reporting and seamless integrations. We’re headquartered in Norway with a growing presence across Europe, and our Bristol team is at the heart of our growth here in the UK. It’s an exciting time to join, we’re scaling our Customer Success function to match our growth and ensure every customer realises the full value of the Xledger platform. 

The Role 

We’re looking for a proactive and customer-focused Customer Success Executive to join our growing Customer Success Team. In this role, you’ll manage a portfolio of customers, ensuring they achieve value and satisfaction through their use of the Company’s platform. 

Drawing on your prior experience in customer-facing roles, you’ll build strong relationships, help customers adopt our products effectively, and identify growth opportunities. With a keen eye for detail, you’ll identify potential risks and collaborate with internal teams to deliver solutions to ensure we continue to deliver a high standard of service and maintain our excellent customer retention rate. 

What Success Looks Like 

In your first 90 days, you’ll have developed a clear understanding of your customer portfolio, established strong working relationships with key contacts, and begun proactively building relationships and managing opportunities within your accounts. Within six months, you’ll be running the full rhythm of customer engagement independently; conducting regular reviews, flagging risks early, and contributing meaningfully to the team’s retention and growth targets. 

You’ll be joining a Customer Success team of 4 and managing a portfolio of approximately 60 accounts. You’ll report directly to the Customer Success Team Manager and work closely with colleagues in Sales, Product, and Support and across the organisation as required. 

Key Responsibilities 

• Manage a portfolio of assigned customers, ensuring satisfaction, adoption, and retention 
• Maintain accurate and up-to-date records in the CRM system 
• Produce regular reports and insights for the Customer Success Team Manager 
• Respond to ad hoc customer queries promptly and professionally 
• Arrange and conduct regular customer meetings, prioritising those considered high risk 
• Own all follow-up communications and actions resulting from meetings 
• Identify and communicate potential upsell or growth opportunities within accounts 
• Collect and consolidate customer feedback to share internally 
• Collaborate regularly with the Customer Success Team Manager to share wins, highlight risks, and suggest solutions 

About You 

We’re looking for someone who is dependable, solutions-oriented, and passionate about delivering an excellent customer experience. You take the initiative, work proactively without needing close supervision and follow through on commitments. You’ll be comfortable communicating with people at all levels, enjoy solving problems, and thrive in a dynamic environment. 

Desired Qualifications & Experience 

• Minimum 3 years of experience in a Customer Success or Account Management position 
• Experience of working in tech or SaaS scale up company 
• An interest in the fintech industry 

Personal Qualities 

• Self-starter with strong initiative and proactive mindset 
• Reliable, accountable and thorough 
• Organised, accurate and detail oriented 
• Strong written and verbal communication skills 
• Comfortable working both independently and as part of a team 
• Willingness to learn and adapt 
• Professional and confident in customer interactions 

Benefits and Terms 

• Full time, permanent role 
• Ability to work from home twice a week 
• Core hours policy 
• Health insurance 
• 26 days’ holiday, rising by 1 day per 2 years’ service (up to a maximum of 5 extra days), not including bank holidays 
• Provision to buy annual leave 
• Work Anywhere globally for 4 weeks of the year 
• Birthday off 
• An excellent culture with regular paid-for social events