Customer Success Specialist

Location: Gujrat High Court

Job Description
Position:
Customer Success Manager – UK Tax & Accounting

Location:

Gandhinagar / Ahmedabad

Employment Type:

Full-Time
Work Timings:  10:30 AM – 7:30 PM IST

Experience:

3–7 Years
Industry:  KPO / Outsourcing / Taxation / Accounting
About the Role
We are looking for an experienced  Customer Success Manager  with strong knowledge of  UK Taxation and Accounting  to manage and strengthen relationships with accounting firms, tax practices, and enterprise clients across the UK.
The role will focus on  client onboarding, relationship management, service adoption, client retention, issue resolution, and identifying opportunities for account growth . The ideal candidate should have strong communication skills, a client-centric approach, and a good understanding of UK accounting and taxation practices.

Key Responsibilities
1. Client Relationship Management
Manage strategic relationships with UK-based accounting firms, tax practices, and enterprise tax teams.
Conduct regular client check-ins and understand customer requirements, concerns, and feedback.
Build strong, long-term relationships with key stakeholders.
Effectively escalate client issues and coordinate with internal teams to ensure timely resolution.
2. Client Onboarding & Portal Adoption
Support new clients throughout the onboarding process.
Conduct portal walkthroughs, product demonstrations, and training sessions.
Ensure clients are comfortable using the platform for queries, job submissions, and tracking.
Drive early engagement and platform adoption to minimize post-onboarding drop-offs.
3. Client Health & Retention
Monitor client dashboards, pending activities, delayed queries, and engagement levels.
Categorize accounts based on health status such as  Green / Amber / Red .
Proactively identify and address client risks, concerns, and potential churn indicators.
Work closely with internal teams to resolve communication, delivery, and expectation gaps.
Support renewal strategies with a focus on client retention, particularly during busy tax seasons.
4. Performance & Reporting
Prepare and present  M , Q , and E   reports and insights for clients.
Track key customer success metrics including  NPS, CSAT, renewal rates, and client engagement .
Identify trends and provide actionable insights to improve customer experience.
Provide leadership with early-warning signals for at-risk accounts.
5. Cross-Functional Collaboration
Collaborate with bookkeeping, accounting, tax, and delivery teams to resolve client concerns.
Partner with  Farming / Account Management teams  on renewals, upselling, and cross-selling opportunities.
Communicate structured client feedback to internal teams for continuous process and service improvement.
Coordinate across functions to ensure seamless service delivery and customer experience.

Required Qualifications & Experience
3–7 years of experience  in Customer Success, Account Management, Client Relationship Management, KPO, BPO, Outsourcing, or Taxation.
Experience working with  UK-based accounting, tax, or professional services clients  is preferred.
Strong understanding of  UK Taxation and Accounting practices .
Familiarity with accounting, taxation, bookkeeping, CRM, or client management platforms.
Bachelor’s or Master’s degree in  Commerce, Accounting, Finance, Business Administration, or a related field  —

B.Com / M.Com / MBA or equivalent.
Excellent  written and verbal English communication skills .
Strong client relationship and stakeholder management skills.
Analytical, proactive, organized, and client-centric approach.
Ability to manage multiple client accounts and priorities simultaneously.
Strong problem-solving and escalation-management skills.
Key Skills
Customer Success | Client Relationship Management | Account Management | UK…