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Senior Customer Support Agent - Bookkeeping/Accountancy software exp, working
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Client:
Hatched Recruitment Group
Location:
woking, United Kingdom
Job Category:
Other
-
EU work permit required:
Yes
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Job Views:
2
Posted:
04.06.2025
Expiry Date:
19.07.2025
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Job Description:
Job Title: Senior 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 / Director of Customer Experience
Employment Type: Full-time
Salary: Competitive + Equity + Benefits
Awards: The Times Top Place to Work – 3 Years Running
About Us
We’re a fast-scaling, award-winning fintech startup headquartered in Poole, transforming the way small and medium businesses manage their accounting and bookkeeping. Our platform simplifies financial operations for business owners, bookkeepers, and accountants alike.
With three consecutive years on The Times Top Places to Work list, our people-first culture fosters innovation, inclusion, and purpose-driven success.
The Opportunity
We’re looking for a Senior Technical Customer Success Manager to lead the success of our strategic customer segments and act as a trusted advisor for clients navigating complex financial workflows. This role is ideal for a professional with deep experience in customer success and finance/accounting technology.
You’ll work with Product, Engineering, and Sales teams to improve customer experience, drive retention and expansion, and help shape our success strategy. You will also mentor junior CSMs and help develop our customer success culture as we grow.
Key Responsibilities
* Manage strategic and high-value customer relationships, overseeing onboarding, product adoption, value realization, and renewals.
* Serve as the senior technical and functional expert on our accounting and finance platform, especially regarding bookkeeping workflows, integrations, and compliance.
* Create success strategies and frameworks to support customer segmentation, lifecycle management, and scalable growth.
* Work closely with Product and Engineering teams to advocate for customer needs, influence roadmap priorities, and support new feature launches.
* Analyze customer data and feedback to identify trends, risks, and opportunities; share insights with stakeholders.
* Conduct executive business reviews (QBRs) with key accounts to demonstrate ROI and align strategic goals.
* Mentor and coach junior Customer Success team members to support their growth and improve team performance.
* Lead or participate in initiatives to improve customer experience and operational efficiency.
* Visit our Poole office once a month for team collaboration and development.
About You
* 5+ years in Customer Success, Technical Account Management, or Implementation roles within SaaS, fintech, or accounting technology companies.
* Strong knowledge of bookkeeping, accountancy, or finance, with practical experience or qualifications (e.g., Sage, Xero).
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