Client Success Manager – Crunch Accounting | Remote

Client Success Manager – Crunch Accounting | Remote (UK-based)

About the Role
Crunch is a multi-award-winning SaaS company empowering over 40,000 users to take control of their finances with simple, effective software and real accountant support. As a Client Success Manager, you’ll be the front line of Crunch, providing excellent service and support to clients while ensuring they gain maximum value from our platform.

You will manage the end-to-end client lifecycle, building strong relationships, guiding clients through accounting obligations, and proactively identifying opportunities to upsell Crunch services. This role is central to delivering an exceptional client experience and driving client retention.

• Proactively manage service for an assigned group of Crunch clients
• Build rapport and ensure clients use Crunch effectively
• Collaborate with service, sales, accountancy, and finance teams
• Provide omni-channel client support (phone, video, email, Whats App)
• Guide clients on HMRC and Companies House obligations
• Become a platform expert and resolve complex client issues
• Identify upsell opportunities and encourage referrals
• Maintain accurate client records and regulatory compliance
• Use AI tools to support case responses and improve efficiency
• Highlight gaps in Help Centre materials and suggest improvements

• Strong background in customer service or customer success
• Proven ability to deliver excellent client support
• Team collaboration skills
• Soft-selling skills in a supportive environment
• Intermediate IT literacy (Microsoft Office/Google Suite)
• Comfortable communicating across multiple formats (calls, emails, chat, video)
• Experience with cloud-based CRM systems (e.g., Salesforce)
• Track record of improving client service or process efficiency

• Salary/Pay:
  From £27,000 per year, with commission for upselling
• Fully remote working in the UK (quarterly meet‑ups)
• 33 days holiday (including bank holidays) plus half‑day off on your birthday
• Long service awards with extra holidays at 5, 10, and 15 years
• Private medical insurance (after qualifying period)
• Life assurance (4x salary) from day one
• Employee Assistance Programme (EAP)
• Paid volunteering leave (1 day per year)
• Enhanced parental leave
• Shopping and insurance discounts via Crunch Perks
• Company‑funded social events
• Employee referral programme

Remote role, UK-based. Applicants must have the right to live and work in the UK.

• Permanent, full-time role
• Monday–Friday, 9:0–17:30