The Vacancy

We are looking for an experienced Customer Success Manager to join [Employer hidden — sign up to reveal] Group, supporting our market-leading accountancy software portfolio.

As a CSM, you will act as a trusted advisor to our key customers and strategic service partners, helping them maximise value from their [Employer hidden — sign up to reveal] solutions throughout the entire customer lifecycle.

Key Responsibilities

• Manage a portfolio of VIP customers, overseeing all products and solutions across each customer’s [Employer hidden — sign up to reveal] accountancy software portfolio.
• Develop strong, trusted-advisor relationships with customers and strategic partners.
• Act as the primary point of contact for customers, managing communication and escalations.
• Oversee end-to-end customer journey: onboarding, implementation, Go Live Reviews, adoption.
• Drive product adoption, satisfaction, retention, renewals, expansion, and advocacy.
• Maintain deep understanding of [Employer hidden — sign up to reveal] products, services, and roadmaps.
• Create and deliver Customer Success Plans using Gainsight.
• Deliver Quarterly Business Reviews (QBRs).
• Act as the voice of the customer, providing feedback to internal teams.
• Identify upsell and cross-sell opportunities.

Experience & Qualifications

Essential:

• 4+ years’ experience in Customer Success, Account Management, or similar customer-facing role
• Proven ability to manage multiple strategic customers
• Strong project management and organisational skills
• Excellent relationship-building capabilities at senior stakeholder level
• Strong verbal and written communication skills
• High attention to detail and problem-solving skills
• Resilience and adaptability

Desirable:

• Experience with SaaS or accountancy software
• Familiarity with Gainsight
• Ability to learn complex solutions quickly

About [Employer hidden — sign up to reveal] Group

As one of the UK’s largest privately held software companies, [Employer hidden — sign up to reveal] Group exists to simplify the lives of businesses, schools and organisations. [Employer hidden — sign up to reveal] provides software solutions and services that enhance operational compliance, efficiency and accuracy.

Over 4 million parents use our software, 18% of UK employees are paid via [Employer hidden — sign up to reveal] payroll, 50,000 SMEs use [Employer hidden — sign up to reveal] cloud bookkeeping, and 21,000 firms rely on us for legislative compliance.

The Benefits

• Generous holiday allowance
• Charity / volunteering days
• Income protection insurance
• Life assurance
• Employee Assistance Program
• Private healthcare
• Enhanced maternity pay
• Cycle to work scheme

Developing your career

We believe in creating a culture of engagement and reward. We support managers to be great leaders, reward individual excellence, offer training and development, listen via feedback, and promote a positive environment.

For more information, contact [Employer hidden — sign up to reveal] or call [contact hidden].