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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 satisfaction.
- Qualifications: 5+ years in customer success with a strong background in finance or accounting tech.
- Other info: Monthly visits to our Poole HQ for team collaboration and development.
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).
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 Customer Support Agent - Bookkeeping/Accountancy software exp
✨Tip Number 1
Familiarise yourself with the specific bookkeeping and accountancy software mentioned in the job description, such as Sage or Xero. Having hands-on experience or formal qualifications in these tools will give you a significant edge during interviews.
✨Tip Number 2
Network with current or former employees of the company on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can help you tailor your approach when discussing your fit for the role.
✨Tip Number 3
Prepare to discuss your experience in customer success and how it relates to financial technology. Be ready to share specific examples of how you've driven customer retention and satisfaction in previous roles, as this will demonstrate your capability to excel in the position.
✨Tip Number 4
Research the company's recent developments and achievements, especially their recognition as a top place to work. Being able to reference this in your conversations will show your genuine interest in the company and its mission, making you a more appealing candidate.
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 support and bookkeeping/accountancy software. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer success and your understanding of financial workflows. Mention specific experiences where you've successfully managed customer relationships or improved processes.
Showcase Technical Skills: Emphasise any technical skills or software knowledge you have, particularly with accounting platforms like Sage or Xero. Provide examples of how you've used these tools to enhance customer satisfaction.
Highlight Soft Skills: Customer support roles require strong communication and problem-solving skills. Include examples of how you've effectively communicated with clients or resolved complex issues in previous positions.
How to prepare for a job interview at JR United Kingdom
✨Showcase Your Technical Knowledge
Make sure to highlight your experience with bookkeeping and accountancy software 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 from your past roles where you successfully managed customer relationships. Focus on how you drove 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 the past. Highlight any experiences where you advocated for customer needs.
✨Analyse Customer Data
Be prepared to talk about how you've used customer data and feedback to identify trends and opportunities. Discuss any specific metrics or insights you've presented to stakeholders that led to actionable outcomes.
