Customer Success Executive

Customer Success Executive – Europe (UK based)

Tourwriter is looking for a Customer Success Champion based in the UK to drive world‑class customer experiences for our UK and European customers. The role will work closely with the Head of Customer Success Operations, the Sales Growth team, and other cross‑functional stakeholders to shape what Customer Success means at Tourwriter.

• Customer Success
  :
  Serve as the daily contact for assigned accounts, build trust and rapport, identify opportunities, and highlight best practices. Capture all necessary data in the CRM and drive customer metrics linked to happiness and activity.
• Track usage, trends, and health scores from the real‑time dashboard to identify retention risks or growth opportunities. Maintain >95% monthly retention by providing exceptional support across all communication channels.
• Collaborate with sales and marketing to boost referrals, develop case studies, and increase NPS participation.
• Implementation and Onboarding
  :
  Build a world‑class onboarding experience, generate educational content, and ensure high‑value customers reach activation milestones.
• Cross‑functional Champion
  :
  Represent the customer voice internally, share feedback on trends, competitors, and opportunities, and work with product owners to align support with business goals and product strategy.
• Maintain accurate CRM data hygiene and provide expert product knowledge for support and sales enablement.
• Stay informed on new product features to deliver precise guidance.

• Team player who thrives in a tight‑knit, experimental culture.
• 5+ years in Customer Success, Account Management, or a related SaaS customer‑facing role.
• Strong organizational and prioritization skills across a broad portfolio.
• Customer‑centric mindset, passion for world‑class experiences, and a proven record of maximizing opportunities.
• Enthusiastic about technology and its role in business growth.
• Excellent interpersonal and relationship‑building skills.
• Hands‑on, “do‑er” attitude ready to roll up sleeves.
• Experimental, problem‑solving mindset with a willingness to learn from new approaches.
• Strong verbal and written communication; comfortable having tough conversations with challenging customers.
• Experience with Hub Spot or similar CRM, plus CS tools to optimise journeys.
• Willingness to work outside normal business hours (9‑5) as required for UK and European coverage.

• Annual wellness allowance.
• Annual professional development budget.
• Additional leave based on tenure at Tourwriter.

To apply please provide us with a CV and Cover Letter.