At a Glance
- Tasks: Drive client success and revenue growth through upselling and relationship management.
- Company: Join Yonda, a tech-driven partner in indirect tax compliance.
- Benefits: Hybrid work model, supportive culture, and opportunities for professional growth.
- Other info: Be part of a diverse team that values communication and accountability.
- Why this job: Make a real impact by helping global businesses stay compliant with ease.
- Qualifications: 2+ years in a client-facing role with revenue targets; SaaS experience preferred.
The predicted salary is between 40000 - 50000 £ per year.
Hybrid - Camden, London (2 days per week)
About the role: At Yonda, Customer Success Managers own commercial growth within a portfolio of clients, driving upsell, cross-sell, and retention as the primary measure of success. The role sits on top of the client relationship end-to-end using compliance credibility and hands-on service knowledge as the trust foundation that makes revenue conversations land. This is a revenue-generating role first, a service/coordination role second.
Key responsibilities
- Revenue growth: Own commercial performance of an assigned client portfolio - upsell, cross-sell, and net revenue retention are the core success metrics for this role. Proactively identify expansion opportunities across jurisdictions, product lines, and service tiers based on client trajectory and regulatory triggers. Run structured upsell/cross-sell conversations in line with the agreed CS commercial process, not just react to inbound demand. Own contract renewals as a growth moment, not just a retention checkpoint - renegotiate scope and pricing where expansion is possible. Build and maintain a rolling pipeline of expansion opportunities per account, reviewed regularly with the CSM Lead. Handle all commercial conversations: contract queries, fee discussions, renewal, cancellation, and expansion. Monitor client health proactively and flag at-risk accounts before they threaten revenue.
- Client relationship management: Act as primary point of contact across all commercial interactions, maintaining regular touchpoints by email, video, and phone. Participate in client reviews per the CS review framework, using these as structured checkpoints to surface growth opportunities.
- Escalations and support: Act as escalation point for Support on complex or sensitive client issues. Triage escalated queries, resolve where possible, escalate to CSM Lead where required. Support the wider Support team during high-volume periods or where compliance expertise is needed. Maintain a feedback loop with Support to catch recurring issues early.
- Compliance and service team collaboration: Maintain working knowledge of indirect tax regulations across relevant jurisdictions - enough to spot expansion triggers (new nexus, new product lines, regulatory change) as they arise. Act as client-side point of contact for filing/registration queries, bridging client and service teams. Handle occasional filing or registration tasks where escalated. Keep client records accurate in Yonda Admin Portal, Intercom, HubSpot.
- Documentation and process: Maintain internal process documentation for CSM workflows. Contribute to client-facing onboarding materials and FAQs. Surface client feedback and recurring themes to CSM Lead for product/process input. Flag process or automation improvements to CSM Lead.
What you’ll bring
- 2+ years in a client-facing commercial role (Customer Success, Account Management, or similar) with a revenue or retention target attached.
- Confidence running pricing, renewal, and upsell conversations directly with clients.
- SaaS experience strongly preferred.
- Background in support experience handling escalations, and working with dedicated support teams.
- Indirect tax knowledge is a plus, but not essential.
Why Yonda: Yonda is a technology driven indirect tax partner that helps global businesses stay compliant with confidence. We combine expert service with smart tools to simplify registrations, filings, and VAT account management across multiple jurisdictions. Our global team values clear communication, accountability, and a supportive environment where people can grow. This role would work as part of a global team who values clear communication, accountability and a supportive environment where people can grow. This is an opportunity to develop tax expertise and grow into senior service or customer success roles, doing meaningful work that helps global businesses stay compliant with ease.
Yonda is an Equal Opportunities Employer and welcomes applications from all suitably qualified candidates regardless of age, disability, gender, gender identity or expression, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, or sexual orientation. We are committed to a diverse and inclusive workplace. If you need any adjustments during the recruitment process, please let us know.
Customer Success Manager employer: Yonda
Yonda is an exceptional employer that fosters a collaborative and innovative work culture in the heart of Greater London. With a strong focus on employee growth, we offer ample opportunities for professional development and skill enhancement in the rapidly evolving fintech sector. Join us to be part of a dynamic team where your contributions are valued, and you can thrive in a technology-driven environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Yonda. 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 Yonda 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
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 Yonda:Your cover letter is your chance to shine! Tell us why you want to work at Yonda 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 Yonda!
How to prepare for a job interview at Yonda
✨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.
