Customer Success Executive

Role: Customer Success Executive

Reporting To: Head of Customer Success

Base Salary: £28,000 - £32,000, dependent on experience | OTE : £40,000 based on quarterly performance targets.

Working Location: Hybrid / London (2 days a week at our Old Street office)

Account Management | SaaS | Renewals | PropTech

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🏢 About Searchland

Searchland is a high-growth, B2B PropTech company transforming how businesses and individuals access and leverage property data. Our platform empowers property developers, land agents, architects, and planners with real-time insights, helping them make smarter, data-driven decisions when acquiring and developing land.

We’re proud to be building a collaborative, supportive team in London and we’re committed to doing things differently by creating a workplace where everyone feels welcome, supported, and able to thrive.

👩‍💻 About the Role

We’re looking for a Customer Success Executive who enjoys working with people, solving problems, and making a positive impact on customers’ experience. In this role, you’ll be at the heart of how we engage with clients — helping them get started, re-engaging those who need extra support, and connecting them with the right resources to succeed.

You’ll work closely with our Customer Success and Account Management teams, making sure customers feel guided, informed, and confident in using Searchland. Your day-to-day will combine proactive outreach, insightful conversations, and project support — all aimed at strengthening adoption and retention.

This is a great opportunity if you’re early in your career and looking to grow in a supportive, fast-moving SaaS environment. You’ll gain experience across onboarding, customer engagement, and project work, while contributing directly to our mission of helping customers get real value from our platform.

📌 What You’ll Do

• Create data led engagement lists by grouping customers with similar behaviours (e.g. lapsed usage, feature blockers, cancellations).
• Reach out proactively to reconnect with customers, understand their challenges, and guide them to the right Searchland resource.
• Carry out onboarding review calls and follow up with accounts showing low or no activity.
• Be the first point of contact for customer follow-ups (e.g. cancellations, invoices, webinar sign-ups), helping Customer Success Managers and Account Managers focus on strategic work.
• Capture and share insights from customer conversations to support the wider team in driving product adoption and retention.
• Contribute to Customer Success projects, including Help Centre content, product update communications, and webinar preparation.
• Keep activity and outcomes recorded accurately in HubSpot to ensure visibility across the team.

🎯 What We’re Looking For

Essential

• 1 year experience in a customer facing role
• Experience in customer-facing roles like hospitality, retail, or teaching can be just as valuable as SaaS experience — we’ll support your transition into tech.
• High attention to detail, with strong organisational and time management skills
• Right to Work in the UK

Nice To Have

• Previous experience in SaaS and/or start up environments
• Understanding of the UK property/construction market
• Familiarity with our tools such as HubSpot and Stripe

💡 Don’t meet every single requirement? Research shows women and underrepresented groups often hesitate to apply unless they tick every box. If you’re excited about this role, we’d still love to hear from you.

🤝 Interview Process

Our interview process is simple and supportive:

• Introductory chat (15 mins) with our HR team.
• In-depth conversation (45 mins) with the Head of Customer Success, where you can learn more about the role and team.

🌟 Why Join Us?

• Flexibility: Hybrid working with two days in our Old Street office
• Wellbeing & balance: 25 days holiday + bank holidays, your birthday off, Christmas office shutdown, and a HealthShield employee cash plan.
• Growth & development : Learn across onboarding, customer engagement, and project work, with mentoring and clear opportunities to progress in SaaS.
• Tools & support: A MacBook and contribution to a home office setup, EMI scheme, and £500 per year personal growth fund.
• Great culture: Free lunches and team socials (bake-offs, 3 Peaks challenge, staycations, holidays abroad when targets are hit).

🌍 Our Commitment to Inclusion

We are committed to creating an inclusive and diverse workplace where everyone feels valued and empowered to thrive. We welcome applications from all backgrounds, regardless of race, ethnicity, gender, sexual orientation, disability, age, religion, or any other characteristic. If you require any adjustments during the recruitment process, please let us know—we are happy to support you.