Customer Success and Onboarding Executive

Role Overview:

Strathclyde Worldwide Ltd seeks a highly motivated B2B SaaS Customer Success and Onboarding Executive to work closely with all new and newly launched clients to support them in their success using AI agents. You'll be instrumental in understanding client needs, helping them set up and train the perfect AI SDRs, and be their go to person during their early months to ensure that they are set up to get a strong ROI from our tech and become raving fans. This role is ideal for a self-managing, growth-oriented individual with a proven track record in self-learning and enhancing sales skills.

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Key Responsibilities:

• Be the first point of contact for new clients and understand their needs from the moment they sign up

• Coordinate and complete the setup and training of high performing AI agents using our platform

• Provide training and assistance to our new customers in how to optimise their use of our technology

• Build basic API based integrations between our platform and 3rd party tech used by our customers

• Manage the QA, testing and launch process, providing active monitoring of all newly launched AI agents

• Manage any support requests that come in from the clients you’re onboarding and call in help from others in the team where needed

• Understand clients goals in improving sales performance and coach them in how to increase engagement, conversion and sales revenues to achieve their business outcomes

• Analyse the performance of all newly launched agents every week and make recommendations for improvements that will drive more value to the customer

• Take ownership of actioning improvements you see and drive for results

• Prepare for and hold regular account performance check in calls with new clients to ensure that they end their first 8 weeks onboarding with a high view of their experience and a strong ROI that we drive for their business.

• Create advocates out of our customers to drive referrals and collect NPS scores, testimonials, case studies and reference contacts for sales and marketing usage.

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Requirements:

• Background or degree in maths, computer science, product development, mechanical engineering, or similar logic and solution building based discipline. Successful candidates will have a proven ability to build and make things work!

• Proven Customer Success experience in B2B SaaS, specifically with SMEs.

• Self-managing with a strong growth mindset.

• History of self-learning through books, courses, and other resources to refine sales skills.

• Renowned as a provider of a great customer experience in either customer success or support in previous teams.

• Skilled in digital communication and online tools and platforms, especially comfortable on video calls with clients.

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What We Offer:

• A pivotal role in a fast-growing AI startup with a unique product offering.

• Competitive compensation.

• A chance to grow to lead a team in a high-growth market.

• A collaborative, innovative, and supportive work culture.

• Opportunities for professional growth in the emerging field of AI solutions.

• Freedom and autonomy are our principal values.

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