Client Success Manager

Radley Green Ltd; Greater London; Hybrid; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Hybrid working

Career progression

Job summary

Radley Green Ltd. partners with a fast-growth Accounting Practice to recruit a Client Support Manager for a hybrid role in Greater London.

You will manage a portfolio of clients through onboarding to renewal, ensuring real value from the platform and driving expansion. Applicants should have an accountancy background and strong client-facing experience in Customer Success or Account Management, with the ability to discuss accounts, tax and compliance in plain language and a track record of

Qualifications

• An accountancy background from a practice or an accountancy tech platform with knowledge of accounting processes and UK compliance.
• Client-facing experience in Customer Success, Account Management or similar, ideally in accounting, B2B SaaS or tech-enabled services.
• Ability to talk accounts, tax and compliance in plain English for business owners.
• Proven record of boosting retention, reducing churn and increasing revenue through renewals and upsell.
• Strong relationship skills and comfort handling tough conversations and escalations.
• Data-led approach using CRM, usage, NPS/CSAT and churn data to decide where to focus.
• Commercial awareness linking client success to business results.
• Experience with Xero and HubSpot (or similar).

Responsibilities

• Be the trusted advisor and main contact for a portfolio of key clients.
• Drive onboarding, adoption and engagement so clients derive real value.
• Own escalations including accountancy and compliance queries with the in-house Accountancy team.
• Monitor client health and intervene early to reduce churn.
• Identify renewals, expansions and upsell opportunities.
• Provide client insights to Product and Ops to shape the platform.
• Help build scalable customer success processes as the business grows.

Skills

Accountancy background

Client-facing experience

Data-led approach

CRM usage

UK compliance knowledge

Tools

Xero

HubSpot

Job description

Radley Green is partnering with a fast-growth Accounting Practice, who are part of a £20m revenue professional services group, to recruit a Client Support Manager.

Accountancy background, but prefer working with clients to working in the numbers? Join a fast-scaling accountancy and compliance tech platform in a commercial, client-facing role.

Please note - candidates must have an accountancy background or have worked in an Accounting firm.

The Role

You'll manage a portfolio of clients through their whole journey, from onboarding to renewal and expansion. Your aim is to make sure every client gets real, measurable value from the platform and stays with it, growing as they do.

Your accountancy experience is key. Because you know how bookkeeping, year-end accounts, tax returns and statutory deadlines work in practice, you'll speak clients' language, anticipate what they need and guide them with confidence when things get complex. You'll resolve escalations quickly, spot risks before they turn into churn, and find where more of the platform would help them.

Role

• Be the trusted advisor and main point of contact for a portfolio of key clients
• Drive onboarding, adoption and engagement so clients get real value
• Own escalations, including accountancy and compliance queries, with the in-house Accountancy team
• Track client health and act early on churn risks
• Find and progress renewals, expansions and upsell
• Feed client insight back to Product and Ops to shape the platform
• Help build scalable customer success processes as the business grows

Experience

• An accountancy background, from a practice or an accountancy tech platform, with practical knowledge of accounting processes and UK compliance
• Client-facing experience in Customer Success, Account Management or a similar role, ideally in accountancy, B2B SaaS or tech-enabled services
• The ability to talk accounts, tax and compliance with confidence and put them in plain English for business owners
• A proven record of boosting retention, cutting churn and growing revenue through renewals and upsell
• Strong relationship skills, and comfort handling tough conversations and escalations
• A data-led approach, using CRM, usage, NPS/CSAT and churn data to decide where to focus
• Commercial awareness, with the ability to link client success to business results
• Experience with Xero and HubSpot (or similar)

On Offer

• Comprehensive benefits and hybrid working
• Real progression in a fast-scaling business
• Genuine influence over product and customer experience