Customer Success Executive

Who we are

At Serac Group, we’re your trusted partner in planning, construction, and AI-driven innovation. Our cutting-edge technology empowers professionals to streamline processes and make smarter decisions. Our suite of solutions includes:

• Serac Tech - A SaaS platform automating outreach to nationwide construction projects, enabling clients to uncover high-value opportunities.

• Planda- Advanced AI models that analyse billions of data points to predict and rationalise planning application outcomes.

• Ibex - The UK’s leading API for planning application data, trusted by industry leaders across construction, PropTech, legal, and insurance.

• Rafter - Project management software tailored for contractors, optimising workflows and enhancing efficiency.

From assessing development potential to connecting businesses with the right clients at the right time, we’re redefining PropTech. Join us to be part of the next wave of innovation. 🚀

About this Role

At Serac Group, we’re looking for a proactive and people-focused Customer Success Executive to join our growing team. You’ll be the first point of contact for new clients. Leading onboarding, delivering training, and ensuring they get the most out of our products from day one. You will be reporting to our Head of Customer Success, you’ll play a key role in our assisted plan, supporting users with everything from refresher sessions to day-to-day queries. 

Organisation, attention to detail, and strong communication will be essential, especially when handling challenging conversations with empathy and confidence. This role is ideal for someone who loves building relationships, thrives in a collaborative environment, and brings a “let’s make it happen” mindset. You’ll work closely with the wider CS team while also shaping the customer experience independently.

Key Responsibilities

• Client onboarding – Lead onboarding sessions to ensure new users are set up for success and confident using Serac Tech from the start.

• Training & support – Deliver training (initial and refresher) tailored to client needs, and act as a trusted point of contact for ongoing questions or challenges.

• Customer communication – Proactively manage client relationships, checking in regularly and handling any issues with empathy, clarity, and care.

• Problem solving – Tackle client issues with a calm, solutions-focused mindset. Resolving queries quickly and effectively while improving the overall customer experience.

• Assisted plan involvement – Play a key role in our assisted plan, providing hands-on support and ensuring high-value outcomes for participating clients.

• Process ownership – Keep internal systems and customer records up to date, ensuring seamless handovers and consistent experiences.

• Team collaboration – Work closely with the Customer Success team and report directly to the Head of Customer Success to improve workflows and the client journey.

• Client retention & engagement – Spot opportunities to deepen engagement, improve retention, and surface customer feedback to help shape future product development.

Must-Haves

• Personable and energetic – You bring a friendly, positive presence and naturally build rapport with clients and teammates.

• Self-Motivated and ambitious – You take ownership of your work, set high standards, and are excited to grow within a fast-paced environment.

• Organised and detail-oriented – You’re on top of follow-ups, documentation, and client communication—nothing slips through the cracks.

• Empathetic communicator – You listen deeply, communicate clearly, and can navigate challenging conversations with confidence and care.

• Exceptional interpersonal skills – You love connecting with people and are confident speaking with clients at all levels.

• Collaborative and adaptable – You’re a team player who thrives on feedback and works well across departments.

• Resilient mindset – You stay calm under pressure, bounce back from setbacks, and bring a solution-first attitude.

• Commutable to Camden, London – You're able to travel into our office and enjoy being part of our in-person culture.

Rewards

🌴 Unlimited Holiday

🚀 We have just launched a brand-new product! – Another exciting launch coming in 2025!

🎓 Ongoing Training, Development & Support

🤝 A Fantastic Team & Company Culture

🎉 Regular Socials

💰 Monthly Pension Scheme

🌱 Opportunities for personal growth and development

🐶 Dog-Friendly Office

Our Values

• Customers first: We’re obsessed with helping our customers succeed, because when they thrive, we all do. Simple.

• Innovation: Our ways of working are always evolving, we invent and innovate to stay ahead. We constantly question industry norms and create solutions to streamline processes.

• Passion: We're just getting started, and there's so much more to come. Our passion for reshaping norms and building new products is what drives us.

• People: We know that team work makes the dream work. That's why we hire the best talent to join our team. Passion, drive, collaboration and trust are key attributes to our culture.

Our Culture

We hire based on values, embracing diverse perspectives and fostering a culture of collaboration. While skills can be taught, we value passion and integrity. We maintain a workplace where everyone thrives, makes an impact and has a lot of fun doing so.