At a Glance
- Tasks: Own a portfolio of UK partners, driving product adoption and customer success.
- Company: Join Dext, a fast-growing fintech transforming bookkeeping with AI.
- Benefits: Enjoy flexible remote work, competitive salary, and 25 days annual leave.
- Other info: Be part of a diverse team that values innovation and collaboration.
- Why this job: Make a real impact by helping businesses simplify their accounting processes.
- Qualifications: 4+ years in Customer Success, excellent communication, and problem-solving skills.
Dext is a fast-growing fintech transforming bookkeeping through AI and machine learning. Our platform empowers accountants, bookkeepers, and businesses to simplify accounting processes and make smarter, more timely financial decisions.
In 2024, Dext joined the IRIS Software Group, further strengthening our ability to deliver end-to-end accountancy solutions. We've achieved 99.5% data accuracy, saved over 35 million hours of manual data entry, and are trusted by 12,000 firms and 700,000 businesses globally. With integrations across all major accounting software and over 11,500 financial sources, we're proud to be at the forefront of innovation in the accounting space.
We're looking for a driven, customer-centric Customer Success Manager to own a portfolio of Dext's UK partners - accountants and bookkeepers - and their end clients. You'll sit within our Customer Experience Org, owning the customer journey from onboarding through to adoption, retention and advocacy.
As an individual contributor role, there's no direct line management, but you'll be expected to bring strong ownership, consultative expertise, and a proactive, solutions-first mindset to everything you do.
What You'll Own
- Own a portfolio of UK partner accounts, driving product adoption, time-to-value and long-term retention.
- Develop deep product expertise across the Dext suite to confidently educate and empower partners at every stage of their lifecycle.
- Deliver impactful, consultative calls that guide best practice and challenge behaviours that hinder success.
- Lead proactive customer engagements - onboarding, training, QBRs and renewal conversations.
- Create and execute strategic adoption plans to help partners embed Dext across their practice and client base.
- Lead high-quality 1:many training sessions that scale product education and engagement.
- Join pre-sale calls with Account Executives to provide product support during the pre-sales phase.
- Proactively manage relationships and hit your KPIs through consistent outreach, retention-focused initiatives, and delivery of value.
Cross-Functional Collaboration
- Partner closely with Account Management on renewal and expansion opportunities.
- Collaborate with Marketing and Operations to reduce churn, drive adoption and evolve the customer journey.
- Synthesise partner feedback into clear, actionable insight for Product and Marketing.
- Work with Support to ensure seamless handoffs and resolution of complex customer issues.
- Flag emerging trends, product feedback themes and at-risk signals to the wider team and leadership.
Requirements
Essential
- 4+ years of Customer Success experience in a target-driven role, ideally within SaaS or tech environments.
- Excellent communication and problem-solving skills, with the ability to simplify complex ideas and deliver clear, practical advice.
- Comfortable owning KPIs: adoption metrics, net retention, time-to-value and churn reduction.
- Strategic account ownership - trusted advisor framing, senior stakeholder engagement.
- Commercial lens - expansion/upsell identification, renewal risk management, business-value conversations.
- Process-disciplined: strong CRM hygiene, well-documented account plans, consistent follow-through.
- Tech-savvy and quick to learn new platforms, with a passion for helping customers adopt and get value from new tools.
- Adaptable, collaborative and solutions-focused, thriving in a fast-paced environment.
Desirable
- Experience with accounting software (Xero, QuickBooks, Sage) or the accounting/bookkeeping industry more broadly.
- Prior experience in a senior or lead IC CSM role in a high-growth SaaS environment.
- Experience contributing to team enablement or playbooks.
Benefits
A competitive salary, flexible, remote-first working, 25 days annual leave plus bank holidays, volunteering days, summer hours, and a day off the week of your birthday. Employer-paid private medical insurance and a health cash plan, cycle to work scheme, payroll giving, income protection, mental health support through Help@Hand.
Our Values
We are a fast-paced, ambitious FinTech organisation. Despite our scale, we maintain the agility of a start-up. Our values guide everything we do:
- Be Brave - Everyone has a voice and the opportunity to challenge the status quo.
- Be Exceptional - We strive for excellence in everything we do.
- Be Together - We succeed as a team, and individual success is inseparable from team success.
Our behaviours are how we practically live and breathe our values: be Diverse, be Courageous, be Considerate, be Transparent, be Focused, be Accountable, and above all, be Dexterous!
Diversity & Inclusion at Dext
At Dext, we believe that diverse perspectives drive innovation and success. We are committed to building an inclusive workplace where everyone, regardless of background, identity, or experience, feels valued and empowered to thrive. We welcome applications from all qualified candidates and actively encourage those from underrepresented groups to apply. If you need any accommodations during the hiring process, please let us know.
Customer Success Manager in London employer: Dext
Dext is an exceptional employer that fosters a dynamic and innovative work culture, empowering employees to excel in their roles while contributing to the transformative fintech landscape. With a strong emphasis on collaboration and personal growth, team members enjoy a hybrid work model, generous leave policies, and dedicated learning hours, all within a supportive environment that values bravery, excellence, and teamwork. Located in Sydney, employees benefit from a vibrant city atmosphere, making it an ideal place for those seeking meaningful and rewarding careers in marketing.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dext. 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 Dext 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 in London
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 Dext:Your cover letter is your chance to shine! Tell us why you want to work at Dext 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 Dext!
How to prepare for a job interview at Dext
✨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.
