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For Companies At a Glance
- Tasks: Lead customer success for strategic accounts and mentor junior team members.
- Company: Join a fast-growing fintech startup transforming accounting for small businesses.
- Benefits: Enjoy competitive salary, equity options, and a people-first culture with remote work flexibility.
- Why this job: Be part of an award-winning team focused on innovation and customer impact.
- Qualifications: 5+ years in customer success with a strong finance or accounting background required.
- Other info: Monthly visits to our Poole HQ for team collaboration.
The predicted salary is between 36000 - 60000 £ per year.
Location: Remote (with one monthly visit to our Poole HQ)
Company Type: Rapidly Growing Start-up / Scale-up
Reports to: Head of Customer Success / Director of Customer Experience
Employment Type: Full-time
Salary: Competitive + Equity + Benefits
Awards: The Times Top Place to Work – 3 Years Running
About Us
We’re a fast-scaling, award-winning fintech startup headquartered in Poole, transforming the way small and medium businesses manage their accounting and bookkeeping. Our intuitive platform simplifies financial operations for business owners, bookkeepers, and accountants alike. With three consecutive years on The Times Top Places to Work list, our people-first culture fosters innovation, inclusion, and purpose-driven success.
The Opportunity
We’re looking for a Senior Technical Customer Success Manager to lead the success of our strategic customer segments and act as a trusted advisor for clients navigating complex financial workflows. This is a high-impact role for a seasoned professional with deep experience in both customer success and finance/accounting technology. You’ll work cross-functionally with Product, Engineering, and Sales to elevate the customer experience, drive retention and expansion, and contribute to the evolution of our success strategy. You'll also serve as a mentor to junior CSMs and help shape our customer success culture as we scale.
Key Responsibilities
- Own strategic and high-value customer relationships, driving onboarding, product adoption, value realization, and renewals.
- Act as the senior technical and functional expert on our accounting and finance platform, particularly in relation to bookkeeping workflows, integrations, and compliance needs.
- Develop success strategies and frameworks to support customer segmentation, lifecycle management, and scalable growth.
- Collaborate closely with Product and Engineering teams to advocate for customer needs, contribute to roadmap prioritization, and support go-to-market planning for new features.
- Analyze customer data and feedback to identify trends, risks, and opportunities; present actionable insights to internal stakeholders.
- Design and deliver executive business reviews (QBRs) with key accounts to showcase ROI and drive strategic alignment.
- Coach and mentor junior members of the Customer Success team, supporting their development and elevating team performance.
- Lead or contribute to high-priority initiatives that enhance customer experience and operational efficiency.
- Visit our Poole office once per month to align with peers, contribute to team development, and collaborate in-person.
About You
- 5+ years in a Customer Success, Technical Account Management, or Implementation role within a SaaS, fintech, or accounting tech company.
- Strong foundational knowledge in bookkeeping, accountancy, or finance – ideally with hands-on experience or formal qualifications (Sage, Xero etc. a plus).
Senior Customer Support Agent - Bookkeeping/Accountancy software exp employer: JR United Kingdom
Contact Detail:
JR United Kingdom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Support Agent - Bookkeeping/Accountancy software exp
✨Tip Number 1
Familiarise yourself with the specific accounting software mentioned in the job description, such as Sage or Xero. Having hands-on experience or even just a solid understanding of these platforms can set you apart from other candidates.
✨Tip Number 2
Network with professionals in the fintech and accounting sectors. Attend relevant webinars or local meetups to connect with people who might have insights into the company culture or the hiring process at Hatched Recruitment Group.
✨Tip Number 3
Prepare to discuss your previous experiences in customer success roles, particularly how you've driven product adoption and customer retention. Be ready to share specific examples that demonstrate your impact on customer relationships.
✨Tip Number 4
Research the company's recent developments and their position in the market. Understanding their growth trajectory and challenges will help you articulate how you can contribute to their success during interviews.
We think you need these skills to ace Senior Customer Support Agent - Bookkeeping/Accountancy software exp
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success and bookkeeping/accountancy software. Use specific examples that demonstrate your expertise in these areas.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer success and your understanding of the fintech industry. Mention how your skills align with the company's mission and values.
Highlight Technical Skills: Emphasise any technical skills or software knowledge you possess, particularly related to accounting platforms like Sage or Xero. This will show your capability to handle the technical aspects of the role.
Showcase Problem-Solving Abilities: In your application, provide examples of how you've successfully resolved customer issues in the past. This will demonstrate your ability to act as a trusted advisor and enhance customer relationships.
How to prepare for a job interview at JR United Kingdom
✨Showcase Your Technical Knowledge
Make sure to highlight your experience with accounting software and bookkeeping during the interview. Be prepared to discuss specific tools you've used, such as Sage or Xero, and how they relate to the role.
✨Demonstrate Customer Success Experience
Share examples of how you've successfully managed customer relationships in the past. Discuss strategies you've implemented to drive product adoption and retention, as this is crucial for the Senior Customer Support Agent position.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills. Think about challenges you've encountered in previous roles and how you resolved them, particularly in relation to customer success and technical support.
✨Emphasise Collaboration Skills
Since the role involves working closely with Product and Engineering teams, be ready to discuss your experience collaborating across departments. Highlight any successful projects where teamwork led to improved customer outcomes.
