Kefron – Customer Success Executive
Position Reports to: Head of Customer Success
Location: UK or Ireland based, with required attendance at the Dublin or London office twice per weekand customer site vists as required.
Supports: Kefron Digital customer based and Commercial team
Interfaces with: Sales, Product, Professional Services and Development teams.
Targets & KPIs:
Performance will align with Customer Success metrics including Net Revenue Retention (NRR), customer adoption, churn reduction, and contribution to renewal and expansion outcomes (increased ARR).
Vision For The Role
To support the delivery of long-term customer value, retention, and adoption across the Kefron Digital customer base by helping customers achieve meaningful outcomes through the Kefron AP platform.
The Customer Success Executive will act as a trusted advisor to customers, maximising Net Revenue Retention (NRR) while advocating for customer needs internally and supporting the continued growth and maturity of the Customer Success function.
Business As Usual Role Function
To assist in managing a portfolio of SME and Mid-Market customers by supporting onboarding, adoption, retention and expansion activities.
To act as a day-to-day point of contact for customers post-sale, collaborating with Sales, Product, Professional Services, and Support to help deliver an excellent end-to-end customer experience.
To help identify customer risks and opportunities, supporting value realisation, renewal, expansion and upsell conversations.
Attributes Of A Junior Customer Success Executive
• Builds positive, professional relationships with customer stakeholders • Communicates clearly and confidently in meetings and written communication • Demonstrates curiosity about SaaS, finance automation, and customer success • Is highly organised and reliable, with strong attention to detail • Proactively flags risks, issues, or customer concerns to senior team members • Balances customer empathy with commercial awareness • Thrives in a fast-growing environment and enjoys learning new skills • Works collaboratively across different departments • Takes ownership of tasks and execution • Is passionate about technology and the value delivered by the Kefron AP platform • Has a growth mindset and seeks continuous improvement
Experience and Skills
This is an early-career, client-facing role suitable for candidates with 0–3 years’ experience in Customer Success, Account Management, Service Delivery, or a SaaS/technology environment.
Experience working with B2B customers is advantageous but not essential.
Key competencies include:
• Understanding (or willingness to learn) SaaS business models and customer lifecycles • Interest in customer adoption, value delivery, and retention • Ability to interpret customer usage and customer health data • Confidence in communicating with both technical and non-technical roles • Basic understanding of workflows or integrations is advantageous but not required • Experience with CRM tools (e.g., HubSpot or Salesforce) is desirable • Strong presentation and documentation skills
Technical and Tooling Capability
Useful experience or the ability to learn quickly with:
• CRM platforms (HubSpot, Salesforce, or similar) • Microsoft Office tools and Co-Pilot • Productivity AI tools (e.g., Enterprise ChatGPT) • PowerPoint or Canva for customer-facing presentations • Demonstrating product features and explaining workflows • Any exposure to finance systems, ERP platforms, or automation tools is an advantage
Core Role Functions
Customer Relationship Management
• Own customer relationships across a portfolio of accounts. • Act as a day-to-day point of contact for assigned customers • Build multi-threaded relationships at customer organisations • Assist with delivering customer engagement sessions, including reviews and check-ins • Understand customer objectives and support mapping to Kefron AP capabilities
Customer Adoptions, Rentention and Growth
• Support onboarding processes and ensure customers adopt key platform features • Monitor customer usage and health metrics to highlight risks • Drive renewal processes in partnership with Sales and Commercial • Identify and progress opportunities for upsell or expansion • Contribute to reducing churn and improving retention metrics
Internal Collaboration and Escalation Management
• Coordinate with Professional Services throughout the onboarding process • Work with Support and Digital Ops to follow up on escalations and customer issues • Support Pre-Sales and Commercial teams with customer information when needed • Ensure smooth Sales to Customer Success client handovers • Provide internal visibility on customer status, risks, and opportunities
Product Feedback and Customer Advocacy
• Gather customer feedback and share it with Product and Leadership teams • Participate in roadmap discussions when appropriate • Contribute to the Product Board and other feedback mechanisms • Represent customer needs and challenges internally
Customer Success Funcation Development
• Contribute to improving processes, playbooks, and documentation • Participate in internal initiatives to help scale the Customer Success function • Bring a learning mindset and contribute new ideas for enhancing customer experience
Kefron is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.