Vision For The Role:
To play a critical role in driving long-term customer value, retention, and expansion across the Kefron Digital customer base by ensuring customers achieve measurable business outcomes through the Kefron AP platform.
The Senior 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.
Reports to– Head of Customer Success
Supports– Kefron Digital customer base and Commercial team
Interfaces with– Sales, Product, Professional Services and Development teams
Targets and measurable KPIs – Remuneration and performance will be directly linked to Customer Success KPIs including Net Revenue Retention (NRR) churn reduction, customer adoption metrics, renewal rates, and expansion ARR.
Places of work – UK or Ireland-based with a requirement to attend the Dublin or London office twice per week, as well as visiting customer sites as required.
Senior Customer Success Executive Attributes:
Builds trusted, long-term relationships with senior stakeholders and economic buyers
Communicates confidently and professionally in person and online, including QBRs, executive reviews, workshops, and customer presentations
Has strong commercial acumen and a clear understanding of how Customer Success drives revenue
Is highly organized and capable of managing complex customer portfolios
Proactively identifies risks, escalates appropriately, and drives resolution
Balances customer advocacy with commercial and product realities
Demonstrates excellent written communication skills, producing high-quality customer
documentation and e-mail correspondence
Thrives in a fast growth, “wear many hats” SaaS environment
Is resilient, accountable, and outcome-focused
Works collaboratively across teams while owning customer outcomes end-to-end
Acts as a role model for Customer Success best practices within Kefron
Is passionate about technology and genuinely believes in the value the Kefron AP platform delivers to customers
Maintains a growth mindset and seeks to continuously improve customer experience and internal processes
Experience and Skills:
The Senior Customer Success Executive is a senior, client-facing role.
Candidates will have at least 3+ years’ experience in a Customer Success or Service Delivery or within a SaaS or technology company, with demonstrable ownership of renewals and expansion.
Experience working with mid-market or enterprise customers is highly desirable.
Key competencies include:
Strong understanding of SaaS business models, customer lifecycles, and renewals
Experience driving customer adoption, value realisation, and expansion
Ability to interpret customer usage data and health indicators
Experience managing renewals and commercial conversations
Comfort working with technical and non-technical stakeholders
Understanding of system integrations, workflows, and data concepts (technical depth not required but advantageous)
Experience working with CRM systems (e.g. HubSpot or Salesforce)
Strong presentation and documentation skills
Technical and Tooling Capability:
Capability with some or all of the following is important:
User of modern CRM platforms (HubSpot, Salesforce or similar)
User of Microsoft Office and Co-Pilot
User of enterprise ChatGPT or similar AI productivity tools
Comfortable producing customer-facing presentations (PowerPoint / Canva)
Ability to explain SaaS platform functionality and workflows to demo standard
Any exposure to finance systems, ERP platforms, or document automation solutions would be an distinct advantage
Core Role Functions:
Customer Relationship Management
Own senior relationships across a defined portfolio of customers
Act as the primary post-sale point of contact for customers
Build and maintain strong multi-threaded relationships within customer organisations.
Conduct regular customer engagement sessions including QBRs and strategic reviews.
Understand customer business objectives and map Kefron AP value to those goals .
Customer Adoption, Retention and Growth
Drive successful onboarding and ongoing adoption of the Kefron AP platform
Monitor customer health and usage metrics to proactively identify risks
Own renewal processes in partnership with Sales and Commercial leadership
Identify and progress upsell and cross-sell opportunities
Develop account growth plans for strategic customers
Actively work to minimise churn and improve NRR
Internal Collaboration and Escalation Management
Coordinate with Professional Services on-boarding and delivery milestones
Work closely with Support and Digital Ops to manage escalations and issue resolution
Partner with Pre-Sales on account expansion opportunities
Ensure seamless handover from Sales into Customer Success
Provide clear internal visibility on customer status, risks, and opportunities
Product Feedback and Customer Advocacy
Act as the voice of the customer internally
Channel structured customer feedback into Product and Leadership teams
Contribute to Product Board or equivalent feedback mechanisms
Participate in product roadmap discussions from a customer perspective
Support beta programmes and early adopter initiatives where appropriate
Customer Success Function Development
Contribute to the ongoing development of Customer Success processes, playbooks, and best practices
Support the mentoring and development of more junior Customer Success team members
Help scale a consistent, high-quality customer experience as Kefron Digital grows
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.