Senior Customer Success Executive

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.

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.

• 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

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.

• Strong understanding of SaaS business models, customer life cycles, 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. Hub Spot or Salesforce)
• Strong presentation and documentation skills

• User of modern CRM platforms (Hub Spot, 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

• 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

• Drive successful onboarding and ongoing adoption of the Kefron AP platform
• Monitor customer health and usage metrics to…