Customer Success Manager (Fintech)

TL;DR

Customer Success Manager (Fintech): Managing the end-to-end customer journey for accountancy firms with an accent on onboarding, training, and digital transformation. Focus on driving NRR growth, reducing time-to-value, and integrating customer feedback into product development.

Location: Hybrid (minimum of two days a week in the London office)

Company

A cutting-edge cloud software solution built by accountants, for accountants, now part of the Visma Group.

What you will do

• Lead onboarding processes and deliver training and rollout plans for new customers.
• Support customers through digital transformation projects to ensure maximum software usage and a superior experience.
• Monitor usage data to proactively manage churn risk and identify upsell opportunities to drive NRR growth.
• Act as the primary liaison between customers and product teams to communicate feedback and influence the product roadmap.
• Collaborate with CS and product teams to reduce the time-to-value for new users.
• Create and maintain training materials and the learning platform to scale the CS offering.

Requirements

• Accounting background (experience in practice or within the accounting/fintech industry).
• Excellent communication and interpersonal skills with the ability to positively influence customers.
• Strong organization, project management, and time management skills.
• Must be able to work from the London office at least two days a week.

Nice to have

• Commercial experience working specifically in an accounting practice.
• Experience in software pre/post sales, consulting, account management, or service delivery.

Culture & Benefits

• Company-wide Wellbeing Days off each month.
• Personal training allowance and career development opportunities.
• Regular team activities, retreats, and offsites to foster company culture.
• Flexible hybrid work setup to accommodate unexpected life events.
• Competitive rewards package tailored to the role.