Customer Success Manager - Accountancy SaaS

Position: Customer Success Manager I - Accountancy SaaS
London Customer Success /Payroll /Hybrid Who 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  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 workflows

As 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 Responsibilities Act as the main point of contact for our customers and the primary liaison between the customer and our product teams

Lead onboarding processes and delivering training and roll out plans for new customers

Support customers through digital transformation projects with a clear view of the customers objectives in order to achieve maximum usage and deliver a superior customer experience

Assist with the basic set-up and customisation of the Silverfin environment

Monitor usage, proactively contacting clients and delivering support and guidance to maximise usage, including the identification of any change resistance

Identify 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 growth

Work collaboratively with CS and product, to reduce the ‘Time to Value’ for new users of Silverfin Support in the creation and maintenance  of training materials and learning platform to help scale our CS offering and deliver a world class customer experience

What will support your success?

An accounting background either by experience in practice or within the accounting/fintech industry

Commercial experience of working in an accounting practice would be a distinct advantage

Experience in software pre/post sales, consulting, account management, service delivery and/or customer success management (desirable)
Demonstrable passion for customer experience and technology

Excellent communication and interpersonal skills, with the ability to engage with customers positively and effectively Excellent organisation, project management and…