Who are Eque2?

Eque2 is one of the most innovative providers of construction-specific software solutions to the UK and Irish marketplace. It leads the way in delivering specialist software and services across multiple sectors and industries. Eque2 has developed industry-leading applications for estimating, job costing, and service and maintenance, bringing value to every business and user we work with.

Eque2 has also built a reputation for professional, on-time and on-budget deployments, excelling in outstanding Account Management and excellent Support services process.

We are also proud to announce that we've earned the "Great Place to Work" certification for three consecutive years, with numerous employee benefits and personal development opportunities.

Position Summary

We are seeking a proactive and customer-centric Customer Success Executive to drive customer retention, product adoption, and risk mitigation for our clients in the construction industry. In this role, you will serve as a trusted advisor to our customers, ensuring they achieve maximum value from our solutions while building strong, long-term relationships.

Key Responsibilities:

Customer Retention & Engagement

• Monitor customer health metrics (e.g., product usage, support tickets, NPS) to identify churn risks.
• Develop and execute customer success plans to re-engage underutilized or at-risk accounts.
• Implement retention strategies to reduce churn and improve customer satisfaction.

Product Adoption & Enablement

• Deliver onboarding, training, and enablement sessions to drive feature adoption.
• Translate technical product features into industry-specific benefits for construction clients.
• Support clients in achieving ROI through usage insights and performance reporting.

Customer Support & Issue Resolution

• Collaborate with Technical Support, Implementation, and Product teams to resolve client issues.
• Escalate bugs and feature requests with clear documentation and follow-up.
• Maintain a feedback loop to ensure timely resolution and customer satisfaction.

Internal Collaboration & Documentation

• Maintain accurate customer records in CRM systems, including goals, risks, and success metrics.
• Contribute to internal playbooks and processes for managing customer accounts.
• Share customer insights with cross-functional teams to improve product and service delivery.

Industry Expertise & Client Advocacy

• Stay informed on construction industry trends, regulations, and client challenges.
• Act as a trusted advisor and advocate for customer needs in product development discussions.
• Represent the company at industry events, webinars, and client meetings.

• Proven experience in Customer Success, Account Management, or Client Services within a SaaS environment.
• Strong communication, presentation, and negotiation skills.
• Ability to build trust and rapport with stakeholders at all levels, including executives.
• Analytical mindset with the ability to interpret data and generate actionable insights.
• Experience developing and executing customer success plans.
• Ability to quickly learn and explain complex software products.
• Strong organizational and time management skills.
• Resilient and adaptable in a fast-paced, evolving environment.

Preferred Qualifications

• Knowledge of the construction industry or experience working with construction clients.
• Familiarity with CRM tools (e.g., Salesforce, HubSpot) and customer success platforms (ChurnZero, Custify).
• Understanding of customer lifecycle management and SaaS metrics.