Senior Customer Support Agent - Bookkeeping/Accountancy software exp

Overview

Job Title: Senior Technical Customer Success Manager (Accounting Software)

Location: Hybrid (You need to be able to commute to Poole)

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 intuitive 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 is a high-impact role for a seasoned professional with deep experience in both customer success and finance/accounting technology.

You’ll work cross-functionally with Product, Engineering, and Sales to elevate the customer experience, drive retention and expansion, and contribute to the evolution of our success strategy. You\'ll also serve as a mentor to junior CSMs and help shape our customer success culture as we scale.

Responsibilities

• Own strategic and high-value customer relationships , driving onboarding, product adoption, value realization, and renewals.
• Act as the senior technical and functional expert on our accounting and finance platform, particularly in relation to bookkeeping workflows, integrations, and compliance needs.
• Develop success strategies and frameworks to support customer segmentation, lifecycle management, and scalable growth.
• Collaborate closely with Product and Engineering teams to advocate for customer needs, contribute to roadmap prioritization, and support go-to-market planning for new features.
• Analyze customer data and feedback to identify trends, risks, and opportunities; present actionable insights to internal stakeholders.
• Design and deliver executive business reviews (QBRs) with key accounts to showcase ROI and drive strategic alignment.
• Coach and mentor junior members of the Customer Success team, supporting their development and elevating team performance.
• Lead or contribute to high-priority initiatives that enhance customer experience and operational efficiency.
• Visit our Poole office once per month to align with peers, contribute to team development, and collaborate in-person.

Qualifications

• 5+ years in a Customer Success, Technical Account Management, or Implementation role within a SaaS, fintech, or accounting tech company.
• Strong foundational knowledge in bookkeeping, accountancy, or finance – ideally with hands-on experience or formal qualifications (Sage, Xero etc. a plus).

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