At a Glance
- Tasks: Lead customer journeys from pilot to live deployment, ensuring smooth implementations and training.
- Company: Join Platformed, an innovative AI company transforming audit processes for firms worldwide.
- Benefits: Generous equity options, 33 days annual leave, and a monthly company-wide day off.
- Other info: Dynamic team culture with opportunities for rapid career growth and regular social events.
- Why this job: Be at the forefront of AI in auditing, making a real impact on how firms operate.
- Qualifications: 3-5 years in customer-facing roles, audit experience, and strong technical skills.
The predicted salary is between 56700 - 69300 £ per year.
We have an incredibly exciting opportunity for a Customer Success Manager to join Platformed as an early hire in our Customer team, working directly with our Customer Lead and the Platformed Founders.
About Platformed
Platformed builds AI for audit firms. Our platform helps accounting and audit firms in the UK, Australia and beyond run their risk assessments faster and to a higher standard, starting with IT general controls under ISA 315 and expanding into broader audit planning. No two firms audit in quite the same way, so every deployment is tailored to how that firm actually works.
Role
- You’ll own our customers’ journey from pilot to live deployment and beyond.
- Run proofs of concept (POCs) and implementations end to end: learning how each firm audits and who is involved, translating their methodology into a working configuration of Platformed, and getting their auditors to the point where the product is simply part of how they work.
- You’ll be the person on the ground for a portfolio of accounts, and the voice that brings what you learn back into our product.
- Rather than handing over software, we work alongside firms to find where AI can take real work off their auditors’ plates, then build that into how they deploy and grow with us.
Responsibilities
- Own POCs and implementations.
- Run POCs and implementations end to end, from the scoping workshop through to go-live, against clear milestones and success criteria.
- Deliver on time and to a high standard: project plans, stage gates, risks and blockers, and clear communication with stakeholders on both sides.
- Run training and enablement sessions for auditors, managers and partners.
- Spend time onsite with customers and prospects, running workshops, training and discovery sessions in person.
- Build and tune configurations.
- Translate a firm’s audit methodology into Platformed’s configuration.
- Understand the configuration, data, and AI logic behind each output so you can fix problems, not just flag them.
- Read usage and output data to spot where a configuration is off before the customer does.
- Be the main day-to-day contact for a portfolio of customers after go-live.
- Build trusted relationships with stakeholders at every level, from audit managers to partners, and keep them bought in and on track.
- Track adoption and account health, and step in early when things drift.
- Spot expansion opportunities and support Sales in building the business case.
- Get under the skin of how each firm actually audits, where the pain is, and where AI can genuinely help.
- Turn what you learn into clear product feedback and help decide what goes on the roadmap.
- Spot opportunities for new tooling and AI workflows, for our customers and for ourselves, and work with our engineers to shape them.
- Help build the playbooks, templates and tooling that make our deployments repeatable.
You’ll gain unmatched experience and exposure across the full customer lifecycle, with the possibility to progress quickly as we build out the function.
We’re looking for someone who:
- Has 3 to 5 years of experience in a customer-facing delivery role, such as implementation, solutions or technical consulting, or audit and advisory.
- Has audit experience, ideally in external audit or risk advisory. A qualification such as ACA, ACCA, CPA, CA, or an equivalent is a plus.
- Has run projects end to end, owned timelines, managed stakeholders on both sides, and delivered to a high operational standard.
- Is technically confident and comfortable working with structured data.
- Is pragmatic and resourceful, taking the initiative and getting creative when there’s no playbook to follow.
- Is curious about AI and how it changes the way professionals work.
- Asks good questions and can understand client processes.
- Builds relationships easily and communicates clearly in writing and in person.
- Is able to spend at least 2 days (Monday + Tuesday) per week at our office in Central London, and is happy to travel for onsite visits with customers and prospects.
Nice to have:
- Experience at an early-stage SaaS or AI company.
- Hands-on experience with AI tools, prompting, or light scripting (e.g. Python or SQL).
Benefits
- Every role comes with generous equity options.
- 33 days of annual leave per year, including public holidays.
- The first Friday of every month is a company-wide day off.
- We prioritise your base salary over expensive benefits.
Interview Process
- Intro call
- Meet a co-founder
- Take-home exercise
- Technical interview
- Founder interview
- Meet the team
FAQs
- What is your office/remote working policy? Everybody attends our Central London office on Mondays and Tuesdays, unless it’s a day off.
- What are the working hours like? Aim for 9am-6pm with flexibility when needed.
- Where is the office? The office is currently located right next to Victoria station in London.
- Do you have company socials? We have a social every month on an office Tuesday.
Customer Success Manager, Audit in London employer: Platformed
At Platformed, we pride ourselves on being an excellent employer that fosters a collaborative and innovative work culture in the heart of Central London. Our team enjoys flexible hybrid working arrangements, competitive benefits, and ample opportunities for professional growth, allowing you to influence product development while working closely with founders. Join us to be part of a dynamic environment where your contributions truly matter and help shape the future of our SaaS solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager, Audit in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Platformed. 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 Platformed 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, Audit 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 Platformed:Your cover letter is your chance to shine! Tell us why you want to work at Platformed 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 Platformed!
How to prepare for a job interview at Platformed
✨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.
