Customer Success Lead - Hybrid - £80K - £100K+

Oliver Bernard; Greater London; On-site; GBP 70,000 - 110,000; Full time

Job summary

Oliver Bernard is partnering with a fast-growing AI finance company to hire a Customer Success Manager. You will own post-go-live accounts, ensuring value delivery and ongoing expansion, while managing executive relationships and success plans.

You will drive adoption across month-end close, identify upsell and cross-sell opportunities, and act as the primary escalation point for top-tier customers. You will also help build playbooks, SOPs, and a scalable support framework.

Qualifications

• Experience in accounting, audit, finance consulting or ERP.
• Broad experience across order-to-cash and procure-to-pay.
• Hands-on ERP experience with NetSuite or Sage Intacct.
• Ability to translate accounting requirements into system configuration.
• Strong Excel and a technical mindset; SQL a plus.
• ACA, ACCA, CIMA or CPA and implementation/professional services experience.

Responsibilities

• Own customers from go-live and ensure they derive value and grow.
• Manage key customer relationships, success plans, and regular check-ins.
• Drive adoption, especially around month-end close, and spot upsell opportunities.
• Act as escalation point for top-tier accounts.
• Build the support playbook: SOPs, help centre, and processes.
• Feed customer needs into Product and Engineering.

Skills

Accounting experience

Finance consulting

ERP knowledge

Education

ACA/ACCA/CIMA/CPA

Tools

NetSuite

Sage Intacct

SQL

Job description

We're working with one of the fastest-growing AI companies in finance.

They’re building an AI-native ERP that automates accounting from data entry to close, and they’re backed by nine-figure funding from top-tier VCs.

Customers range from scale-ups to listed companies.

The role

• You’ll own customers from go-live onwards, making sure they get real value and keep growing.
• Own key customer relationships, success plans and regular check-ins
• Drive adoption, especially around month-end close, and spot upsell and cross-sell opportunities
• Act as the escalation point for top-tier accounts
• Build the support playbook: SOPs, a help centre and processes
• Feed customer needs straight into Product and Engineering

You’ll bring

• Great experience of accounting, audit, finance consulting or ERP, ideally including time in practice or in-house
• Breadth across order-to-cash and procure-to-pay, not just one area
• Hands-on ERP experience (NetSuite, Sage Intacct or similar)
• The ability to turn accounting requirements into system configuration
• Strong Excel skills, a technical mindset (SQL is a plus) and the confidence to tell a CFO "that’s out of scope"
• ACA, ACCA, CIMA or CPA, and experience in implementation or professional services.