At a Glance
- Tasks: Manage customer relationships and drive product adoption for strategic accounts.
- Company: Join Dayshape, an award-winning software scale-up with big ambitions.
- Benefits: Competitive salary, generous holiday, professional development budget, and private healthcare.
- Other info: Flexible working options and a friendly, inclusive team culture.
- Why this job: Make a real impact by helping clients optimise their operations with innovative AI solutions.
- Qualifications: Experience in Customer Success or Account Management, ideally in SaaS.
The predicted salary is between 40000 - 50000 £ per year.
About us
We're Dayshape—an award-winning software scale-up with big ambitions and the momentum to match. Trusted by Big Four and many other top professional services firms globally, our AI-powered resource management platform is helping organizations to achieve extraordinary results. Our enterprise platform stands apart as the only solution that combines advanced AI, real-time project financials, and firm-wide insights to elevate resource management to a strategic function. By driving profitable growth, powering confident decisions, and ensuring satisfied clients and teams—we're helping our customers build strong organisations and careers for the long term.
Why our customers love Dayshape
- We help professional firms optimise margins and increase revenue, unlocking access to more profitable work.
- We provide complete operational visibility today and the tools to confidently predict tomorrow.
- We empower firms to be where top talent wants to work and where top clients want to buy from.
Recognised as Scotland's fastest-growing tech company in the Deloitte Technology Fast 50 for three consecutive years, we've consistently proven our ability to innovate and deliver real impact—and we're always looking for like-minded people to join us. At Dayshape, our purpose is to improve people's working lives, and our culture is an important driving force in helping us to do just that. We're a friendly, inclusive, and ambitious team—driven by our values and a shared commitment to success. If you're ready to join a fast-growing, high-impact company that's reimagining resource management, then let's talk.
About the role
Due to continued growth, we are now looking for a new Customer Success Manager to join our team. The Customer Success Manager (CSM) will manage a portfolio of complex, strategic accounts that require strong relationship management and a consultative approach. Typically managing a portfolio of 7–9 accounts, this role focuses on driving customer adoption, retention, growth, and long-term value realisation. From onboarding through to renewal, you will own the end-to-end customer journey and act as the primary post-sale relationship owner and trusted advisor. You'll work closely with customers to ensure they maximise the value of Dayshape, identifying opportunities for optimisation, expansion, and operational improvement.
What you'll do
- Manage and host regular customer meetings and calls, meet customers in-person at various points throughout the year, primarily in the UK and Europe.
- Build a detailed understanding of the customer's organisation to develop and maintain strategic account plans, identifying opportunities for ARR growth, renewal or adoption risks, relationship expansion, executive engagement, and strategies to improve customer satisfaction.
- Own the commercial relationship with the customer including hosting QBRs and using these to discuss key opportunities relating to upcoming renewals, expansions or additional countries that may require Dayshape's services.
- Create, maintain and distribute monthly status reports, health scores and other key metrics.
- Manage stakeholders throughout the customer's organisation, ranging from super users, product owners, resource managers, and C-suite (including CIO).
- Monitor and encourage product usage, proactively identifying where to provide training or resources to increase adoption and help customer stakeholders to measure their ROI.
- Nurture customers into becoming advocates who can provide testimonials, case studies, or even referrals.
- Participate during Dayshape implementation, working closely with the Professional Services team.
- Provide regular training sessions, webinars, or workshops to customers to ensure they are maximizing their use of Dayshape and to showcase new features.
- Align internal resources to drive outcomes with your customers, including stakeholders in Product, support, and operations.
- Provide a feedback loop to our Product department to help them better understand customer needs and shape the roadmap accordingly, ensuring our enhancement backlog is appropriately prioritized and representative of the needs of all our customers.
- Proactively communicate any changes or product updates to the customer and collect and share feedback as the voice of the customer within Dayshape.
About you
- Significant experience in Customer Success or Account Management, managing enterprise or complex customer relationships (ideally within the SaaS or software space).
- Strong commercial acumen, with experience supporting renewals, expansions, and revenue growth.
- Proven ability to build and maintain relationships with executive-level stakeholders.
- Experience driving product adoption, engagement, and measurable customer outcomes.
- Ability to manage multiple complex projects and stakeholders simultaneously, with strong organisational skills.
- Excellent communication and presentation skills, with the ability to influence and challenge constructively.
- A proactive, customer-first mindset with strong problem-solving capabilities.
- Ability to work cross-functionally and bring together internal stakeholders to deliver results.
Bonus points if you have
- Experience working with Professional Services or Public Accounting firms.
- Experience with SaaS platforms, HR/ERP systems, or enterprise software solutions.
- Experience improving customer success processes within a high-growth or scaling business.
What you'll get
- Base salary £40,000- £50,000 dependent on experience.
- At least £1,000 per year to spend on professional and personal development.
- 33 days' holiday per year (including bank holidays), increasing by 1 day each year to a maximum of 40 days.
- Paid four weeks sabbatical in your fifth anniversary year on top of your holiday entitlement.
- Enhanced family leave policies.
- Private healthcare and rewards through AXA.
- Income protection and death in service cover.
- Matched 5% auto-enrolment workplace pension scheme.
- Access to wellbeing offerings, such as our Employee Assistance Programme and a dedicated counselling service.
- Innovation Week twice a year - a chance to experiment and work off-project.
- Volunteering time – up to 20 hours a year to participate in volunteer work.
- Regular All Hands meeting for inspiration and over-communication.
- Time out of the working week for team socials each month, with a mix of in-person and virtual options: past events include hiking, family BBQs, board games and at-home cocktail classes!
- Genuinely nice, smart people to work with, who are excited about growing our company.
Working Details
This is a full-time role (37.5 hours per week). We typically work from 09:00 - 17:30 from Monday to Friday, though we can be flexible around this, just let us know. We're ideally looking for someone in/around Edinburgh, though we're open to the possibility of this being a remote role (as long as you're in the UK). We're making the most of hybrid working, so you won't need to come into the office every day (unless you want to!). We don't mandate required office time, but we find that most of the team enjoy working from home 2-3 days a week, and come into our office to connect with each other, make use of space, and for meetings.
Join the team
Equality of opportunity is more than just a responsibility: we believe it's a huge advantage to welcome a variety of experiences and perspectives into the team. Diversity is a great asset and, as such, we strongly encourage applications from any background. This is your opportunity to really influence how we get things done as we achieve our ambitions as part of the overall growth strategy. We're doing well, but there's slots more to do in order to maintain the high bar and pace that we've set. Everyone here is growing personally as the company grows, so if that sounds like something you'd like to be part of, we'd love to see your application.
Customer Success Manager (UK) in Edinburgh employer: Dayshape
Dayshape is an exceptional employer that prioritises employee growth and well-being, offering a competitive salary alongside generous benefits such as 33 days of holiday, professional development funding, and enhanced family leave policies. Our inclusive and ambitious work culture fosters collaboration and innovation, allowing team members to thrive in a supportive environment while contributing to the success of our award-winning AI-powered resource management platform. With flexible working arrangements and a commitment to diversity, Dayshape is the ideal place for those looking to make a meaningful impact in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager (UK) in Edinburgh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dayshape. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dayshape before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager (UK) in Edinburgh
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dayshape:Your cover letter is your chance to shine! Tell us why you want to work at Dayshape specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dayshape!
How to prepare for a job interview at Dayshape
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
