Background:
Agilio Software Group is a leading UK healthcare operations software provider, delivering integrated, mission critical solutions that support primary care, dental, pharmacy, hospital, and veterinary organisations. With ambitious growth plans underway, we are looking for talented individuals to join us on this exciting journey.
The Role:
The Digital Success Executive operates as part of a pooled team, delivering digital onboarding, adoption support, and operational interventions to small and midsize (SMB) customers based on demand and priority. The role focuses on high quality, consistent execution of defined customer success motion; ensuring customers receive the right interventions at the right time while maintaining strong communication, effective issue management, and accurate reporting.
Key Responsibilities:
Customer Engagement
- Deliver digital onboarding, training, and adoption interventions to SMB customers from a shared queue, based on priority and defined triggers.
- Oversee, review, and report on the digital customer journey, ensuring key milestones are met.
- Monitor customer health indicators and identify additional indicators.
- Manage interventions when usage drops, milestones are missed, or risk signals arise.
- Contribute to overall GRR and retention outcomes through timely, high-quality interventions and accurate handling of renewal related queries.
- Ensure clear, timely documentation and handover notes so any DSE can continue customer activity without loss of context.
Operational Responsibilities
- Handle customer complaints professionally, ensuring timely escalation and resolution.
- Handle inbound renewal queries and negotiations strictly within defined authority levels and escalation paths.
- Carry out data analysis and ad hoc Planhat work, including workflow, milestone and playbook reviews and updates, and segmentation clean ups.
- Execute standardised workflows, playbooks, and milestones consistently to ensure a predictable and scalable customer experience.
- Maintain accurate CRM notes and customer documentation.
- Reply to inbound queries appropriately.
Cross functional collaboration
- Partner with Support to ensure case resolution and a smooth customer experience.
- Share insights and trends with the wider Customer Success team to improve processes at scale.
- Identify recurring issues, risks, or inefficiencies and feed structured insights back to Customer Success, Support, or Product for resolution at scale.
Essential Experience & Skills:
- 1–2 years in Customer Support, Customer Success, Account Management, Onboarding, or similar.
- Strong organisational skills, data analytics, and ability to handle large volumes of customers, tasks, and admin with accuracy and consistency.
- Comfortable working at pace in a dynamic and reactive environment.
- Excellent communication and problem-solving skills.
- Comfortable delivering both 1:1 and group training sessions.
- Empathetic, patient, and committed to delivering an exceptional customer experience.
- Strong written and verbal negotiation skills.
- Confident using CRM systems, Planhat or similar digital tools, and basic reporting dashboards.
- Naturally curious, always seeking to understand customer behaviour, problems, and opportunities.
Additional Information
Job type: Remote, with some travel
Salary: £28,000 – £29,000 per annum OTE £30,800-£31,900)
Benefits include:
- Income Protection
- Life Assurance
- Enhanced pension
- Health Cash Plan
- 28 days annual leave + bank holidays
- Sick pay scheme
- A range of flexible benefits via our Agilio Flex portal
If you feel you have what it takes to join our team, we look forward to receiving your application!