At a Glance
- Tasks: Own client relationships, drive platform adoption, and shape Customer Success processes from the ground up.
- Company: Join Pacera, a fast-growing SaaS company revolutionising financial operations for CFOs.
- Benefits: Enjoy competitive pay, flexible hours, wellness perks, and fully remote work options.
- Other info: Be part of an exciting growth journey with opportunities for professional development.
- Why this job: Make a real impact by building a Customer Success function and helping clients thrive.
- Qualifications: 3-5 years in Customer Success or Account Management, with strong relationship-building skills.
The predicted salary is between 45000 - 55000 £ per year.
Pacera unifies financial close, consolidation and FP&A. With AARO, Aico and Mercur, finance teams combine trusted data with AI-driven insights to enable robust, scalable and intelligent processes for the Office of the CFO.
About the role
Pacera is a SaaS platform built for the Office of the CFO, providing best-in-class Consolidation, Month End Close, and FP&A solutions. We're around 6 months into our journey, and we're now building out our Customer Success function from the ground up — which means this role comes with real ownership and the opportunity to shape how we do Customer Success as we scale.
You won't just manage a portfolio of clients — you'll help define the playbooks, processes, and tools that our future CS team will build on. This is a mid-level, fully remote role for someone who thrives on ambiguity, enjoys building things from scratch, and combines strong relationship-building instincts with a commercial mindset.
You'll be the trusted advisor clients turn to — driving adoption, spotting expansion opportunities, and ensuring renewals are never in doubt because clients are seeing genuine value. Occasional travel to client sites in the UK and our Sweden head office should be expected.
What you will do
- Own the end-to-end relationship for a portfolio of clients post-implementation, acting as their primary point of contact.
- Help design and establish our Customer Success playbook, processes, and success metrics from the ground up.
- Develop and execute success plans for each account, aligning Pacera's platform capabilities to client goals.
- Drive platform adoption by proactively identifying underused features and working with clients to embed them into their workflows.
- Monitor account health using usage data and engagement signals, flagging at-risk accounts early and building mitigation plans.
- Lead renewal conversations and processes, ensuring high retention rates across your portfolio.
- Identify and progress upsell and expansion opportunities, working closely with Sales to convert them.
- Build strong relationships with key finance stakeholders (CFOs, Controllers, FP&A leads), positioning yourself as a trusted advisor on Consolidation, Month End Close, and FP&A best practices.
- Run regular business reviews with clients to demonstrate value delivered and align on future priorities.
- Gather and relay client feedback to Product and Engineering to influence the roadmap, given we're still early in our product journey.
- Help evaluate and select the tools and technology that will underpin Customer Success as we scale (e.g. CRM, health-scoring, engagement platforms).
- Collaborate with the Implementation/Consulting team to ensure smooth handover from onboarding to steady-state success.
- Maintain accurate records of account status, risks, and opportunities, contributing to the systems we put in place.
What we’re looking for
- 3-5 years of experience in a Customer Success, Account Management, or client-facing role, ideally within B2B SaaS.
- Prior experience in an early-stage or scale-up environment, with a track record of building processes rather than just following them.
- Comfortable with ambiguity and enjoys the challenge of building something new, rather than stepping into a fully formed function.
- Experience managing a portfolio of accounts against retention, adoption, and revenue growth targets.
- Strong understanding of finance processes, particularly Consolidation, Month End Close, and/or FP&A (or a strong willingness to learn quickly).
- Excellent relationship-building and communication skills, with the confidence to engage senior finance stakeholders.
- Commercially minded, with experience identifying and progressing upsell/expansion opportunities.
- Data-driven approach to managing accounts, comfortable using usage/health metrics to inform action, even where tooling is still evolving.
- Bachelor's degree, accounting qualification (e.g. ACA, ACCA, CPA) or big 4 audit background preferred.
- A proactive, empathetic, and entrepreneurial approach with genuine curiosity about client success.
What we offer
- Private equity–backed growth journey with strong strategic direction.
- Competitive compensation package.
- Strong benefits package including flex hours and wellness allowances.
- Remote working options.
About Pacera
Pacera is a financial operations software company supporting the Office of the CFO across planning, financial close, consolidation and reporting. With a unified platform consisting of three specialised products, Aico by Pacera, AARO by Pacera and Mercur by Pacera, we help finance teams run critical finance operations with accuracy, control and confidence.
Aico – automates and streamlines financial close processes.
Mercur – powers FP&A, budgeting, forecasting, business intelligence and financial analytics.
AARO – provides consolidation and group reporting solutions.
Each product has a strong existing customer base with double-digit year-on-year growth. Together, the unified end-to-end SaaS platform is empowering finance and executive leaders with automation, compliance and actionable insights – enabling faster decision-making, enhanced governance, and visibility.
The company is headquartered in Stockholm, with offices in Sweden, Finland, Latvia, the UK and Kenya. Backed by Accel-KKR, a global technology-focused investment firm, the group has ambitious growth plans driven by both organic expansion and acquisitions. We are now strengthening our operations by investing in key roles that support our platform and future scalability.
This is a permanent, full-time position. The role will be based in the UK and fully remote.
Our process typically involves an initial conversation with our recruitment team, a hiring manager interview, and a final stage cross-functional interview. We warmly welcome your application.
Customer Success Manager in London employer: Pacera
At Pacera, we pride ourselves on being an exceptional employer that fosters a dynamic and inclusive work culture. Our remote working environment empowers Senior Account Executives to thrive while enjoying flexible hours, comprehensive benefits, and ample opportunities for professional growth. Join us in the UK to be part of a collaborative team that values innovation and supports your journey towards making a meaningful impact in the finance sector.
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 Pacera. 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 Pacera 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 Pacera:Your cover letter is your chance to shine! Tell us why you want to work at Pacera 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 Pacera!
How to prepare for a job interview at Pacera
✨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.
