Customer Success Manager

London, England, United Kingdom

Who We Are, What We Do And Why

We are Dext - the world's leading provider of accounting & bookkeeping automation software. Our products improve the efficiency and financial data workflow processes of accountants, bookkeepers, and businesses globally. We are trusted by over 1 million SMBs worldwide. Our solutions embrace AI, machine learning and emerging technologies to advance and improve the accounting process for all, to make accounting more effortless. We are looking for 3 Customer Success Managers to join our busy team on a hybrid basis, but we can be flexible with how many days you will need to come into the office, and would be open to remote applicants in the UK too.

The Customer Success Manager's focus is the successful adoption & utilisation of Dext's product suite, ensuring customers gain the maximum ROI from their investment, resulting in high satisfaction levels. In this role, you will ensure customers have access to the tools & resources to achieve their business goals with Dext. As a trusted advisor, you will drive increased user adoption & advocacy at every opportunity. You will have regular touch points with customers, primarily through online meetings & calls, but also customer visits when required.

The role - what you'll do:

Working closely with the Account Management team to devise monthly plans around minimising churn and driving adoption.

Onboarding customers and driving adoption throughout their customer lifecycle

Develop detailed expertise in the Dext suite of products

Effectively educate customers on how to both use and implement the Dext suite of products across their practice and client base

Deliver consultative calls with Accounting and Bookkeeping customers - advising customers on best practice when implementing Dext, whilst also challenging customers on behaviours that may prohibit successful implementation

Create and execute adoption plans that empower customers to implement Dext's suite of products across their practice

Effectively conduct 1:many training sessions for our customer base to avery high standard

Proactively reach out to our Customer base on a daily basis

Achieve weekly call/meeting KPI's

Working towards and achieving your monthly net client retention KPIs

Stakeholders they will collaborate with

Internal stakeholders

Primarily Account Managers

Support

Product

Account Management Operations

External stakeholders

CSM's will be working directly with our Partner (customer) base, speaking directly with Partners with a variety of roles, including (but not exhaustive): Accountants, Bookkeepers, Cloud Champions

Goals & Objectives

Active Clients added

Time to value

Time to onboard partners

Uplift in key product feature usage

About you - what we are looking for:

Below are our ideal requirements, but we hire on potential, not just on experience, and we know that some people are less likely to apply for a role if they don't meet 100% of the criteria. At Dext we are committed to cultivating a diverse, inclusive and empowering culture, so please apply if you meet the majority of these competencies. You can read more about our Diversity & Inclusion commitments here

Skills Requirements

Essentials

Ability to quickly learn new technologies and provide best practice advice to customers in a clear and concise manner

Excellent communicator, who is open to different views and perspectives.

Able to prioritise work effectively to maximise time spent with Dext's customers

Strong problem solver

Desirables

Experience working towards targets/ quotas

Able to negotiate win-win scenarios.

Knowledge

Essentials

Experience within a fast-paced and innovative environment

Software or SaaS experience such as:

Xero

Intuit

Sage

Data capture solutions

5+ years experience working in the accounting and bookkeeping sector

Behaviours

Essentials

Motivated by KPI and target driven roles

Team player who works with others to deliver results, contributing to the group and ensuring the team's needs comes first

A high performer who consistently achieves results, always learning and seeking ways to make yourself and others better.

Someone with humility & integrity, who ensures they fulfil their commitments to others and always engages with positive intent

Brave & willing to try new approaches that can lead to exceptional results

What you will be part of - our values, culture and behaviours:

We are a highly ambitious, innovative, market-leading FinTech. We are a global, Private Equity backed business (HgCapital), but we have the dexterity and pace of a scale-up. We are uncompromising in our desire to achieve our best, day-in day-out, and we have three clear values which guide everything we do:

Be Brave - Everyone in the company has a voice to challenge ideas and the status quo.

Be Exceptional - We set high standards for ourselves. We aim to be exceptional at what we do.

Be Together - We are one team. There is no such thing as individual success without team success.

Our behaviours are how we practically live and breathe our values and are an essential part of life at Dext. Our behaviours guide us, and inform the way in which we communicate, collaborate and support each other. They are:

Be Diverse, be Courageous, be Considerate, be Transparent, be Focused, be Accountable, and above all, be Dexterous!

Benefits

What we will give you - the perks:

A competitive salary;

Flexible working;

25 days off plus bank holidays, volunteering days, summer hours and a day off the week of your birthday;

Employer-paid private medical insurance and health cash plan (Medicash - reloadable shopping cards, cinema ticket discounts, online discounts and more!);

Cycle to work scheme;

Access to the Learnably platform where you can spend your annual L&D allowance - https://www.learnerbly.com/;

Payroll giving;

Income protection;

Mental health support through Help@Hand.