Job Title: Technical Customer Success Manager (Accounting Software)
Location: Remote (with one monthly visit to our Poole HQ)
Company Type: Rapidly Growing Start-up / Scale-up
Reports to: Head of Customer Success
Employment Type: Full-time
Salary: Competitive + Benefits
Awards: The Times Top Place to Work - 3 Years Running
About Us
We're not just another SaaS company - we're a team of passionate innovators transforming the world of finance and bookkeeping for SMEs. Based in Poole with a national reach, our award-winning platform helps business owners take control of their finances with confidence, clarity, and simplicity.
Our culture is our superpower. We've been ranked in The Times Top Places to Work for the last three consecutive years - because we genuinely care about our people, our product, and our customers.
The Role
As a Technical Customer Success Manager, you will be the trusted advisor to our growing portfolio of SME clients, helping them unlock the full value of our accounting and finance software. You'll bridge the gap between product and customer, solving complex problems, providing insights, and ensuring long-term success and satisfaction.
This role is perfect for someone with a background in bookkeeping, accountancy, or finance who thrives in a tech-forward, high-growth environment.
Key Responsibilities
Own a portfolio of customer accounts and drive onboarding, adoption, retention, and expansion.
Serve as a subject matter expert in accounting/bookkeeping, helping customers optimize their use of our platform.
Proactively identify and resolve technical and functional issues, coordinating with our Product and Engineering teams where necessary.
Act as a voice of the customer internally, providing actionable feedback to inform product development and strategy.
Create and deliver tailored success plans, training sessions, and best-practice guidance.
Monitor usage patterns, identify churn risks, and implement strategies to boost engagement.
Support customer lifecycle management through QBRs and health checks.
Travel to our Poole HQ once per month for team collaboration and alignment.
About You
Proven experience in a Customer Success, Technical Account Manager, or similar role in a SaaS or fintech environment.
Background in bookkeeping, accountancy, or finance - either through professional experience or education.
