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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.
- 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/accounting background required.
- Other info: Hybrid role with monthly office visits in Poole.
The predicted salary is between 36000 - 60000 £ per year.
Job Title: Senior Technical Customer Success Manager (Accounting Software)
Location: Hybrid (you need to be able to commute to Poole)
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).
Customer Support Agent - Bookkeeping/Accountancy software exp employer: Hatched Recruitment Group
Contact Detail:
Hatched Recruitment Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 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 will set you apart from other candidates.
✨Tip Number 2
Network with professionals in the fintech and accounting sectors. Attend industry events or webinars to connect with potential colleagues and learn more about the company culture at StudySmarter. This can give you valuable insights and possibly even referrals.
✨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 ability to manage high-value customer relationships effectively.
✨Tip Number 4
Research the latest trends in customer success and fintech. Being knowledgeable about current challenges and innovations in the industry will help you engage in meaningful conversations during interviews and show your commitment to the role.
We think you need these skills to ace 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 accounting software. Emphasise any specific tools you've used, like Sage or Xero, and showcase your achievements in previous roles.
Craft a Compelling Cover Letter: In your cover letter, explain why you're passionate about customer success in the fintech space. Mention how your background aligns with the company's mission and values, and provide examples of how you've driven customer satisfaction in past roles.
Showcase Technical Expertise: Since this role requires deep knowledge of accounting workflows, be sure to include any relevant certifications or training. Discuss your experience with bookkeeping and how you've helped clients navigate complex financial systems.
Highlight Mentorship Experience: If you have experience mentoring or coaching others, make sure to include that in your application. This role involves supporting junior team members, so demonstrating your leadership skills will set you apart.
How to prepare for a job interview at Hatched Recruitment Group
✨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. Focus on your ability to drive onboarding, product adoption, and renewals, as these are key responsibilities for the position.
✨Prepare for Cross-Functional Collaboration
Since the role involves working closely with Product and Engineering teams, be ready to discuss how you've collaborated with different departments in previous roles. Highlight any successful projects that required teamwork across functions.
✨Emphasise Your Mentorship Skills
As a Senior Technical Customer Success Manager, you'll be expected to mentor junior team members. Prepare to talk about your experience in coaching others and how you can contribute to building a strong customer success culture.
