Customer Support Agent - Bookkeeping/Accountancy software exp

JR United Kingdom; Peterborough; Remote; GBP 50,000 - 80,000; Full time

Job summary

A rapidly growing fintech startup is seeking a Senior Technical Customer Success Manager to lead customer engagement and strategy in accounting software. In this role, you will engage with strategic customers, collaborate cross-functionally, and provide mentorship within a dynamic work environment. You will drive success through your technical expertise in finance and accounting workflows, shaping the customer success culture as the organization scales.

Qualifications

• 5+ years in Customer Success, Technical Account Management, or Implementation roles.
• Strong knowledge of bookkeeping, with qualifications a plus.

Responsibilities

• Own strategic and high-value customer relationships.
• Develop success strategies and frameworks for customer segmentation.
• Analyze customer data and feedback to identify trends and opportunities.

Skills

Customer Success

Finance

Technical Account Management

Bookkeeping

SaaS

Tools

Sage

Xero

Job description

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Customer Support Agent - Bookkeeping/Accountancy software exp, peterborough

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Client:

Hatched Recruitment Group

Location:

peterborough, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

2

Posted:

04.06.2025

Expiry Date:

19.07.2025

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Job Description:

Job Title: Senior Technical Customer Success Manager (Accounting Software)

Location: Remote (with one monthly visit to our Poole HQ)

Company Type: Rapidly Growing Start-up / Scale-up

Reports to: Head of Customer Success / Director of Customer Experience

Employment Type: Full-time

Salary: Competitive + Equity + Benefits

Awards: The Times Top Place to Work – 3 Years Running

About Us

We’re a fast-scaling, award-winning fintech startup headquartered in Poole, transforming the way small and medium businesses manage their accounting and bookkeeping. Our platform simplifies financial operations for business owners, bookkeepers, and accountants.

With three consecutive years on The Times Top Places to Work list, our people-first culture fosters innovation, inclusion, and purpose-driven success.

The Opportunity

We’re looking for a Senior Technical Customer Success Manager to lead the success of our strategic customer segments and act as a trusted advisor for clients navigating complex financial workflows. This is a high-impact role for a seasoned professional with deep experience in customer success and finance/accounting technology.

You’ll work cross-functionally with Product, Engineering, and Sales to elevate the customer experience, drive retention and expansion, and contribute to our success strategy. You’ll also mentor junior CSMs and help shape our customer success culture as we scale.

Key Responsibilities

• Own strategic and high-value customer relationships, driving onboarding, product adoption, value realization, and renewals.
• Act as the senior technical and functional expert on our accounting and finance platform, especially regarding bookkeeping workflows, integrations, and compliance needs.
• Develop success strategies and frameworks to support customer segmentation, lifecycle management, and scalable growth.
• Collaborate with Product and Engineering teams to advocate for customer needs, contribute to roadmap prioritization, and support go-to-market planning for new features.
• Analyze customer data and feedback to identify trends, risks, and opportunities; present insights to internal stakeholders.
• Design and deliver executive business reviews (QBRs) with key accounts to showcase ROI and strategic alignment.
• Coach and mentor junior Customer Success team members, supporting their development and performance.
• Lead or contribute to initiatives that improve customer experience and operational efficiency.
• Visit our Poole office once per month for team alignment, development, and collaboration.

About You

• 5+ years in Customer Success, Technical Account Management, or Implementation roles within SaaS, fintech, or accounting tech companies.
• Strong knowledge of bookkeeping, accountancy, or finance, with hands-on experience or qualifications (e.g., Sage, Xero) a plus.