Senior Customer Support Agent - Bookkeeping/Accountancy software exp

JR United Kingdom; Woking; Remote; GBP 50,000 - 70,000; Full time

Job summary

A rapidly growing fintech startup in Poole is seeking a Senior Technical Customer Success Manager to lead strategic customer segments in accounting software. This role involves managing high-value customer relationships, mentoring a team, and collaborating with product and engineering teams to enhance customer experiences within a supportive, innovative culture.

Benefits

Equity

Benefits

Monthly team collaboration visits

Qualifications

• Minimum 5 years in Customer Success or Technical Account Management.
• Strong knowledge of bookkeeping and accounting workflows.

Responsibilities

• Manage strategic customer relationships and oversee onboarding.
• Serve as the senior technical expert on accounting workflows.
• Create success strategies for customer segmentation and growth.

Skills

Customer Success

Technical Account Management

SaaS

Bookkeeping

Finance

Tools

Sage

Xero

Job description

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Senior Customer Support Agent - Bookkeeping/Accountancy software exp, working

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Client:

Hatched Recruitment Group

Location:

woking, United Kingdom

Job Category:

Other

-

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 alike.

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 role is ideal for a professional with deep experience in customer success and finance/accounting technology.

You’ll work with Product, Engineering, and Sales teams to improve customer experience, drive retention and expansion, and help shape our success strategy. You will also mentor junior CSMs and help develop our customer success culture as we grow.

Key Responsibilities

• Manage strategic and high-value customer relationships, overseeing onboarding, product adoption, value realization, and renewals.
• Serve as the senior technical and functional expert on our accounting and finance platform, especially regarding bookkeeping workflows, integrations, and compliance.
• Create success strategies and frameworks to support customer segmentation, lifecycle management, and scalable growth.
• Work closely with Product and Engineering teams to advocate for customer needs, influence roadmap priorities, and support new feature launches.
• Analyze customer data and feedback to identify trends, risks, and opportunities; share insights with stakeholders.
• Conduct executive business reviews (QBRs) with key accounts to demonstrate ROI and align strategic goals.
• Mentor and coach junior Customer Success team members to support their growth and improve team performance.
• Lead or participate in initiatives to improve customer experience and operational efficiency.
• Visit our Poole office once a month for team collaboration and development.

About You

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