Customer Success Executive  - CRB Cunninghams UK

THE COMPANY: 

CRB Cunninghams are a UK provider with their own cashless catering, pre-order app, identity management, online payment and nutritional analysis solutions supported by a national service and support team. Our education solutions are used in over 3,000 schools across the UK to help them run efficient and effective meal and nutritional programs as well as providing a cashless solution to aid in the payment of those items, to help reduce the use of cash and the issues associated with it. 

Our mission is to help our schools throughout the UK become cashless and benefit from the numerous effects this brings, such as reduced debt, food waste reduction and free school meal anonymity to name just a few.  

THE ROLE: 

We are seeking a proactive Customer Success Executive to join our growing team. Reporting to the Customer Success Manager, you will play a pivotal role in ensuring our customers achieve maximum value from our solutions. This role is suited to someone who thrives on problem-solving, building strong relationships, and helping customers achieve measurable success. 

You will guide schools through onboarding, manage early success milestones, and support strategic projects that expand our impact. Each day you will focus on building long-term customer relationships, drive adoption, generate sales leads and minimise churn. 

RESPONSIBILITIES: 

• Proactively engage with customers to understand their needs, provide guidance, and identify opportunities for deeper product utilisation. 

• Support and streamline onboarding for new schools, ensuring smooth adoption and early value realisation. 

• Monitor customer health metrics, identify at-risk accounts, and implement tailored action plans to mitigate churn. 

• Collaborate with internal teams (Marketing, Support, Sales, Product, Projects) to resolve issues quickly and showcase success stories. 

• Conduct regular account reviews, providing insights and recommendations that align with school priorities. 

• Build a strong understanding of each customer’s goals and challenges, recommending solutions that drive outcomes. 

• Handle queries, complaints, and billing disputes with efficiency and professionalism. 

• Identify opportunities to deliver measurable value for customers while supporting commercial growth through upsell, cross-sell, and retention strategies. 

• Generate Leads for the Customer Success or Sales Team to follow up and proactively identify cross sales and upsell sales opportunities. 

• Conduct demonstrations of additional modules / solutions that the customer could purchase to enhance their system.   

• Meet retention targets. 

• Meet renewal / multiyear targets.  

EXPERIENCE: 

• 1-3 years of experience in a customer-facing role, ideally within SaaS, technology, EduTech or service delivery.  

• Proven ability to manage accounts or customers with measurable outcomes. 

• Demonstrated success in resolving customer issues and driving product adoption. 

• Strong communication and stakeholder management skills, both written and verbal. 

• Competence with Excel and CRM tools (ideally Salesforce) to track and analyse customer data. 

ABOUT YOU: 

• Excellent communication and relationship-building skills. 

• Good analytical skills, with advanced Excel knowledge. 

• Proactive, solutions-focused, and results-driven. 

• Organised with the ability to manage multiple priorities effectively. 

• Experience in a customer-facing role, ideally within software or technology. 

• Passionate about helping customers succeed and committed to continuous improvement. 

• Commercially minded, with the ability to balance customer advocacy with business growth objectives.