Client Success Executive

Overview

Echelon Club, the private members’ division of Echelon Group International Limited, is seeking a polished and service‑driven Client Success Executive to help deliver an exceptional experience to our community of business leaders and high‑performing professionals. Working closely with the Client Success Manager, you will support new members through onboarding, manage day‑to‑day interactions, and ensure every touchpoint reflects the high standards of the Echelon brand. This role is ideal for someone who thrives in a fast‑paced, premium environment and enjoys building strong, trust‑based relationships.

Role Overview

The Client Success Executive (CSE) supports the Client Success Manager in delivering a seamless, high-touch experience to Echelon members. This role focuses on execution, coordination, and day-to-day member engagement, ensuring onboarding runs smoothly, events are delivered flawlessly, and members feel supported at every touchpoint.

This is an ideal role for someone who is organised, people-focused, detail-oriented, and excited to grow within Client Success, hospitality, or luxury services.

Key Responsibilities

1. Member Onboarding & Activation Support

• Support onboarding for new members
• Help schedule onboarding calls and ensure all access is set up correctly
• Send welcome emails, app access, and onboarding materials
• Track onboarding completion and first engagement milestones
• Follow up with members to encourage early app usage and first redemptions

2. Day to Day Member Support

• Act as a first point of contact for member queries
• Support concierge requests and coordinate with suppliers where required
• Resolve issues quickly and escalate where appropriate
• Maintain a friendly, proactive, service-led approach at all times

3. Event Support and Delivery

Support the Client Success Manager with all aspects of event delivery, including:

• Creating member-facing or internal event decks and proposals.
• Managing invitations and RSVPs
• Coordinating guest lists and communications
• Liaising with venues and suppliers
• Supporting on-the-day hosting and member care
• Assisting with post-event follow-ups and feedback collection
• Post-event impact reporting

4. Engagement & Health Score Support

• Track member engagement (logins, redemptions, event attendance)
• Update CRM records and engagement notes
• Flag disengaged or at-risk members to the CSM
• Support outbound engagement campaigns and follow-ups

5. CRM & Administration

• Maintain accurate member records in Salesforce
• Log interactions, requests, and outcomes
• Support reporting for QBRs, renewals, and internal updates
• Ensure data hygiene across accounts, contacts, and activities

6. Collaboration & Continuous Improvement

• Work closely with the Client Success Manager to improve processes
• Provide feedback on common member questions or friction points
• Support Marketing with member communications and newsletters
• Collaborate with Procurement to help guide members toward catalogue offerings

Skills & Experience Required

• 1–3 years’ experience in Client Success, Account Support, Hospitality, Events, or Customer Service
• Effective communication skills and a confident, professional manner
• Highly organised with strong attention to detail
• Comfortable working with senior, high-expectation clients
• Willingness to learn and take ownership
• Tech-savvy, with experience using CRM systems (Salesforce desirable but not essential)

What You Bring

• A positive, can-do attitude
• Naturally service-oriented and relationship-focused
• Calm under pressure
• Initiative-taking and dependable
• Excited by premium experiences, events, and hospitality
• Keen to grow into a senior Client Success role over time

What We Offer

• Hands-on experience in a premium, fast-growing membership business
• Clear progression into Client Success Manager or related roles
• Training, support, and exposure to senior stakeholders
• Access to exclusive events and experiences
• A collaborative, ambitious team environmen
• Ready to Take the Next Step?

If you are excited about the opportunity to help shape the future of Echelon Club, we would love to hear from you.

How to Apply

Please send your CV and a short cover letter outlining your work on bespoke hospitality experiences and high-end events to: [email protected]

Job Type: Full-time

Pay: From £27,000.00 per year

Benefits:

• Company events
• Free parking
• On-site parking

Work Location: In person