Customer Success Manager Accounting background​/Accounting software implementations

Please Note - Seeking candidates with an accounting background or financials software implementations (Consulting / Devlivery). Please do not apply if you are not able to meet this criteria.

Jade Road Consulting are partnering with a rapidly scaling Accounting Software company that has doubled in size every year since launch. With an ambitious FY26 growth strategy underway, they’re now looking to expand their Customer Success function, seeking experienced practitioners who can drive the customer agenda.

The Customer Success Executive exists to create Raving Fans: customers who love what we do, advocate for us publicly, and actively refer us to their networks.

This is not about keeping customers satisfied. Satisfaction is passive. Raving Fans are customers who tell their peers about us without being asked, who agree to case studies and testimonials, and who recommend us when their contacts are looking for accounting software.

You will own a portfolio of 60–80 customers post-go-live, building relationships that go beyond support and adoption into genuine advocacy. Your success is measured not just by retention and usage, but by how many of your customers become active promoters of the brand.

Create Raving Fans

• Deliver an experience that exceeds expectations at every interaction.
• Understand each customer's business goals and ensure they see us as essential to achieving them.
• Identify what would make each customer willing to actively recommend us and work to deliver it.

Drive Customer Advocacy & Referrals

• Identify and nurture advocates within your portfolio who will speak on our behalf.
• Secure testimonials, case studies, video references, and speaking opportunities.
• Create a pipeline of referenceable customers for Sales and Marketing to draw upon.

Own Adoption & Value Realisation

• Conduct regular check-ins and business reviews aligned to customer goals.
• Ensure customers are aware of features and functionality that would benefit them.
• Connect customer outcomes, make the value visible, not assumed.

Proactive Engagement

• Maintain a structured outreach cadence: every customer hears from you, not just the ones who shout.
• Build trusted relationships with Finance Managers, Financial Controllers, and CFOs.
• Identify and develop champion users who will advocate internally and externally.
• Communicate product updates, new features, and best practices before customers ask.

Customer Feedback & Issue Resolution

• Own the resolution of customer concerns within your portfolio, developing and executing recovery plans to bring customers back on side.
• Ensure feedback is actioned, updates are communicated, and the loop is closed with customers.
• Share insights on recurring themes, friction points, and improvement opportunities with Product, Support, and leadership.

Support Revenue Growth

• Identify opportunities where customers could benefit from additional modules, licences, or functionality.
• Qualify and hand over expansion opportunities to Sales with relevant context on customer goals and readiness.
• Contribute to NRR targets through adoption, retention, and expansion signal identification.

• Background in accounting or financials software implementation
• Genuine belief that customer experience is a competitive advantage.
• Confidence engaging with finance professionals: able to hold a commercial conversation without being salesy.
• Proactive mindset: you build relationships, you don't wait for problems.
• Strong communication skills: written, verbal, and presentation.