Customer Success Manager UK&I - Accountancy SaaS

LondonCustomer Success /Payroll /HybridWho we are Silverfin is a cutting-edge cloud software solution built by accountants, for accountants. Founded in 2013, Silverfin was created to solve the frustrations of manual, error-prone processes in analysing financial data and compliance. From day one, we’ve been a cloud-first platform with an open API architecture, leveraging structured data to transform how accountants work.Our mission is simple: to enhance and support the accountancy profession through AI and automation, ensuring accountants remain relevant and respected in the future of finance.In 2023, Silverfin became part of the Visma Group, joining one of Europe’s leading providers of cloud software. This partnership strengthens our ability to innovate and expand our impact within the accountancy industry.Today, Silverfin is trusted by over 1000+ firms across 19 countries. Our clients include all of the Big 4 accounting firms, as well as leading global networks like BDO, PKF, Baker Tilly, Grant Thornton, and Moore.Headquartered in Ghent, with offices in London, Luxembourg, Gouda (NL), and a 2nd office in South of Belgium (Mont-Saint-Guibert), we’re a team of over 200 people - including a diverse remote engineering team working across multiple time zones - all working together to drive innovation in accounting.How would you support our success Customers are at the heart of everything we do at Silverfin, and as a Customer Success Manager you will own the customer journey and work cross-functionally with Product, Marketing, and Sales teams to ensure we spoil the customer with a truly standout and superior experience.Your ability to build strong relationships with our accounting office customers will ensure they get the maximum potential from our software, and you will have full project responsibility to deliver Silverfin magic into our customer workflowsAs Customer Success Manager, your goal is to aid our customers and their organisation reach the next level in automated accounting. This will involve a high-touch relationship consisting of both onsite and virtual meetings that cover customer onboarding, training, project management and ongoing support. Lastly (but definitely not least), as well as the face of Silverfin to our customers, you will also be the voice of our customers within Silverfin. Your customer feedback will be communicated with our Product and Development teams in order to ensure we are continuously improving our offering.Your ResponsibilitiesAct as the main point of contact for our customers and the primary liaison between the customer and our product teamsLead onboarding processes and delivering training and roll out plans for new customersSupport customers through digital transformation projects with a clear view of the customers objectives in order to achieve maximum usage and deliver a superior customer experienceAssist with the basic set-up and customisation of the Silverfin environmentMonitor usage, proactively contacting clients and delivering support and guidance to maximise usage, including the identification of any change resistanceIdentify account growth opportunities, as well as churn risk across your book of business using both customer relationships and also usage data from across the platform, and manage both of these to deliver NRR growthWork collaboratively with CS and product, to reduce the ‘Time to Value’ for new users of SilverfinSupport in the creation and maintenance of training materials and learning platform to help scale our CS offering and deliver a world class customer experienceWhat will support your success An accounting background either by experience in practice or within the accounting/fintech industryCommercial experience of working in an accounting practice would be a distinct advantageExperience in software pre/post sales, consulting, account management, service delivery and/or customer success management (desirable)Demonstrable passion for customer experience and technologyExcellent communication and interpersonal skills, with the ability to engage with customers positively and effectively Excellent organisation, project management and time management skillsProblem solving mindset & eagerness to learnTeam PlayerWillingness to take up a role outside of your comfort zoneWe Care For YouBe part of something bigger - Join a growing SaaS company that’s now proudly part of Visma, Europe’s leader in mission-critical cloud software.A connected team, wherever you are - Take part in regular team activities, retreats, and offsites to keep our culture thriving.Grow with us - Take advantage of career development opportunities and a personal training allowance to support your growth.Time to recharge - Enjoy our company-wide Wellbeing Days off each month (reviewed annually).Fair compensation - Receive a competitive rewards package with benefits tailored to your role.Flexibility with connection - We have a hybrid setup, with a minimum of two days a week in the office. However, we understand that life can be unpredictable, so we offer flexibility to accommodate unexpected events. Our offices in Belgium (Ghent and Mont-Saint-Guibert), the UK (London), the Netherlands (Gouda), and Luxembourg provide great spaces to collaborate and connect.46,750 - 63,250 a yearPlease note:Most candidates start at the lower to mid part of the range, depending on experience and how their profile compares to our existing team. The higher end of the range is typically offered to individuals with a track record of strong impact and deep expertise in similar roles. We run annual compensation reviews, so there is clear opportunity for growth as you progress in the role.How we workAt Silverfin, we're an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. We're committed to elevating talent by creating an environment where we can all thrive together.We have a unique culture with our values as the backbone:Who we are - Authentically humanHow we think - With a growth mindsetHow we act - Bravely, side by sideHow we win - By doing what we loveAt Silverfin we make our own way. We are constantly looking for new and innovative ways to move forward. Continuous learning and development is encouraged to support your personal and professional growth. At the same time, this opens up many new opportunities that allow our people to grow with Silverfin, and often faster than with other companies. So many ambitious team members have already found their way to a new challenge within Silverfin.We want you to reach your full potential. To get you there, we don't want to think in boxes and over-structure things. So your options are not limited to 1 team or 1 career track. Your talent, motivation and potential play a crucial role in evolving across the teams into new roles.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.