Customer Success Manager UK&I - Accountancy SaaS in London

Silverfin is a cutting‑edge cloud software solution built by accountants, for accountants. Founded in 2013, we have been a cloud‑first platform with an open API architecture, leveraging structured data to transform how accountants work. Our mission is to enhance and support the accountancy profession through AI and automation.

As a Customer Success Manager you will own the customer journey and work cross‑functionally with Product, Marketing and Sales teams to ensure we deliver a truly standout and superior experience. You will build strong relationships with accounting office customers, overseeing onboarding, training, project management and ongoing support, while representing the voice of our customers to Product and Development teams.

• Act as the main point of contact for our customers and the primary liaison between the customer and our product teams.
• Lead onboarding processes and deliver training and roll‑out plans for new customers.
• Support customers through digital transformation projects with a clear view of the customers' objectives to achieve maximum usage and deliver a superior customer experience.
• Assist with the basic set‑up and customisation of the Silverfin environment.
• Monitor usage, proactively contact clients and deliver support and guidance to maximise usage, including the identification of any change resistance.
• Identify upsell opportunities, as well as churn risk across your book of business using both customer relationships and usage data from across the platform, and manage both to drive NRR growth.
• Work collaboratively with CS and product to reduce the ‘Time to Value’ for new users of Silverfin.
• Support in the creation and maintenance of training materials and learning platform to help scale our CS offering and deliver a world class customer experience.

• Accounting background, either by experience in practice or within the accounting / fintech industry.
• Commercial experience of working in an accounting practice is a distinct advantage.
• Experience in software pre/post sales, consulting, account management, service delivery and/or customer success management (desirable).
• Demonstrable passion for Customer Experience and Technology.
• Excellent communication and interpersonal skills, with the ability to positively influence customers.
• Excellent organisation, project management and time management skills.
• Can‑do mentality and eagerness to learn.
• Team player.
• Willingness to take up a role outside of your comfort zone.

• Be part of something bigger – Join a growing SaaS company that is now proudly part of Visma, Europe's leader in mission‑critical cloud software.
• A connected team, wherever you are – Take part in regular team activities, retreats and off‑site events to keep our culture thriving.
• Grow with us – Take advantage of career development opportunities and a personal training allowance to support your growth.
• Time to recharge – Enjoy company‑wide Well‑being Days off each month (reviewed annually).
• Fair compensation – Receive a competitive rewards package with benefits tailored to your role.
• Flexibility with connection – We have a hybrid set‑up, with a minimum of two days a week in the office. However, we understand that life can be unpredictable, so we offer flexibility to accommodate unexpected events.

At Silverfin, we are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. We are committed to elevating talent by creating an environment where we can all thrive together.