Job Title: Lead Customer Success Manager (Accounting SaaS)
Company: Accounting SAAS Vendor
Location: Monthly office visits – Outside of Birmingham
Salary: £65,000 - £80,000 + £20,000 OTE
Role Overview
Our client, a leading SaaS technology provider, is seeking an experienced Lead Customer Success Manager to establish and build their Customer Success capability from the ground up. This is a unique opportunity to take ownership of defining the customer success strategy, managing client relationships, and laying the foundations for a growing team. As the function evolves, this role will expand to include hiring, mentoring, and managing a Customer Success team.
Lead Customer Success Manager (Accounting SaaS) - Key Responsibilities
Creating and implementing a Customer Success framework to drive client satisfaction, retention, and growth.
Leading the entire onboarding process to ensure a smooth and effective client transition.
Delivering tailored training sessions to promote optimal software usage and adoption.
Acting as the primary point of contact, addressing client needs, resolving issues, and fostering trust.
Monitoring customer satisfaction, identifying churn risks, and implementing mitigation strategies.
Identifying opportunities for upselling and cross-selling to support business growth.
Collaborating with internal teams to integrate client feedback into product development and enhancements.
Building a high-performing Customer Success team by recruiting, training, and mentoring new hires as the function develops.
Developing client success stories and case studies to promote advocacy and enhance brand reputation.
Lead Customer Success Manager (Accounting SaaS) - Required Experience
Proven experience in customer success, account management, or consulting within an Accounting SaaS environment.
A track record of building or scaling Customer Success teams is highly desirable.
Familiarity with self-assessment processes or accountancy practices is advantageous.
Exceptional communication and relationship-building skills.
Strong problem-solving abilities with a proactive, customer-focused mindset.
Ability to thrive in a fast-paced, start-up environment and adapt to evolving demands.
Proficiency with CRM systems and analytics platforms is advantageous.
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