SaaS Product Support & Customer Success Executive

Rural Ashford – Office-based, own transport essential Up to £27,000 + benefits Monday to Friday, 9.00 am–5.30 pm

Are you a confident people person who is interested in software and digital products?
Would you enjoy becoming the go-to expert on a SaaS platform, demonstrating it to customers and representing it at industry events?
Are you looking for a junior opportunity where you can progress towards product ownership and help influence how a software product develops?

We are recruiting for a SaaS Product Support & Customer Success Executive to join a small, growing software and digital solutions business based near Ashford.

This is not a traditional IT support role, and you do not need to be highly technical. We are looking for someone who combines excellent communication and people skills with a real enthusiasm for software and how customers use it.

You will initially focus on learning the company’s main SaaS product inside out and back to front. You will support its users, deliver product demonstrations, help customers get the best from the platform and become someone they can depend on.

As your knowledge and confidence develop, you will become the internal product champion and super-user. The longer-term aim is for you to progress towards product ownership, representing the voice of the customer and helping influence the future direction of the software.

What You Will Be Doing

Becoming an expert user of the company’s main SaaS product
Acting as the first point of contact for customer questions by telephone, email and online channels
Building trusted relationships with customers and becoming someone they can rely on
Investigating application issues and resolving straightforward problems
Asking the right questions and gathering clear information when an issue needs to be escalated
Keeping customers updated and taking ownership of queries through to resolution
Helping new customers get started with the software
Delivering engaging online and face-to-face product demonstrations
Providing customer training and explaining features in a clear, straightforward way
Creating and maintaining user guides, help information and internal product documentation
Supporting the testing of new features, updates and product releases
Gathering customer feedback and identifying common requests or areas for improvement
Sharing customer insight with the development and leadership teams
Helping customers understand which features and solutions could benefit their organisation
Representing the product at conferences, exhibitions and industry events
Supporting other software products and wider business activities when required

The Longer-Term Opportunity

This is not intended to remain purely a customer support position.

As you learn the platform and understand its customers, you will take increasing ownership of the product and become the important link between its users, developers and leadership team.

You will have the opportunity to:

Become the recognised product champion and internal super-user
Understand how different customers use the platform and what they need from it
Identify recurring challenges, feature requests and opportunities for improvement
Represent the customer when future developments are being discussed
Help communicate customer requirements to the development team
Support the planning, testing and release of new features
Contribute ideas and influence the future direction of the product
Progress towards becoming the Product Owner

Who We Are Looking For

The right personality is just as important as previous experience.

You will be energetic, personable and presentable, with the confidence to build relationships, deliver demonstrations and represent the business professionally at conferences and events.

You should be enthusiastic about learning how software works and how customers use it. You do not need to be a developer, but you must be excited by the idea of learning a product thoroughly, exploring how its features work and understanding how it can make customers’ working lives easier.

You will need to be:

Warm, confident and comfortable speaking with different people
Customer-focused, patient and dependable
Energetic and enthusiastic about building a career within software
Curious about how digital products work and why customers use them
Comfortable delivering demonstrations and speaking to individuals or groups
Able to explain information clearly without using unnecessary technical jargon
Someone who enjoys investigating problems and finding answers
Organised and able to keep track of several customer queries
Proactive and willing to take ownership
Commercially aware and able to recognise where customers may benefit from additional features or services
Flexible and happy to get involved across a small, growing business
Ambitious and interested in progressing towards product ownership

Your Background

This opportunity could suit:

A graduate with strong communication skills and a genuine interest in software
An early-career candidate with customer service or account management experience
Someone working in SaaS customer support or customer success
A software implementation or customer onboarding professional
A digital account executive who would like to move closer to product
Someone who regularly uses business software and would enjoy becoming a product expert

You could come from a business, marketing, communications, psychology, healthcare, digital or information systems background. We are more interested in your aptitude, enthusiasm and ability to connect with customers than a specific degree or technical qualification.

Previous experience in customer success, application support, SaaS, software onboarding, account management or digital products would be helpful, but it is not essential.

What Is on Offer

Salary of up to £27,000
5% employer pension contribution
20 days’ holiday plus bank holidays
Your birthday off
Full training across the company’s software products
Hands-on experience across SaaS support, customer success and product development
Involvement in product demonstrations, exhibitions and conferences
The opportunity to become a product champion and influence future development
Genuine progression towards product ownership
A varied role within a supportive, close-knit team

This is an office-based position at the company’s rural location near Ashford. Due to the location and the occasional need to attend conferences and customer events, access to your own transport is essential.