Customer Success Specialist

Befree; Gandhinagar; On-site; INR 900,000 - 1,200,000; Full time

Benefits offered by this job

International exposure

Career growth

Cross-functional exposure

Job summary

Befree is seeking a Customer Success Manager with strong knowledge of UK taxation and accounting to manage relationships with UK clients from India. You will oversee onboarding, adoption, and retention, while coordinating with cross‑functional teams to resolve issues and identify growth opportunities.

The role emphasizes proactive client management, clear communication, and delivering value through platform usage and ongoing support.

Qualifications

• 3–7 years in Customer Success, Account Management, or related roles.
• Experience with UK-based accounting/tax clients preferred.
• Strong English communication and client‑centric approach.

Responsibilities

• Manage relationships with UK accounting firms and enterprise tax teams.
• Lead onboarding, portal adoption, and training for new clients.
• Monitor client health, renewal strategies, and risk indicators.
• Prepare and present MBR/QBR/EBR reports and insights.
• Collaborate with cross‑functional teams to ensure service excellence.

Skills

Customer Success

Account Management

UK Taxation

UK Accounting

Relationship Management

Onboarding

NPS

Education

Bachelor or Master in Commerce/Finance

Tools

CRM systems

Job description

Position: Customer Success Manager – UK Tax & Accounting

Employment Type: Full-Time

Work Timings: 10:30 AM – 7:30 PM IST

Experience: 3–7 Years

About the Role

We are looking for an experienced Customer Success Manager with strong knowledge of UK Taxation and Accounting to manage and strengthen relationships with accounting firms, tax practices, and enterprise clients across the UK.

The role will focus on client onboarding, relationship management, service adoption, client retention, issue resolution, and identifying opportunities for account growth. The ideal candidate should have strong communication skills, a client‑centric approach, and a good understanding of UK accounting and taxation practices.

Key Responsibilities

1. Client Relationship Management

• Manage strategic relationships with UK-based accounting firms, tax practices, and enterprise tax teams.
• Conduct regular client check‑ins and understand customer requirements, concerns, and feedback.
• Build strong, long‑term relationships with key stakeholders.
• Effectively elevate client issues and coordinate with internal teams to ensure timely resolution.

2. Client Onboarding & Portal Adoption

• Support new clients throughout the onboarding process.
• Conduct portal walkthroughs, product demonstrations, and training sessions.
• Ensure clients are comfortable using the platform for queries, job submissions, and tracking.
• Drive early engagement and platform adoption to minimize post‑onboarding drop‑offs.

3. Client Health & Retention

• Monitor client dashboards, pending activities, delayed queries, and engagement levels.
• Categorize accounts based on health status such as Green / Amber / Red.
• Proactively identify and address client risks, concerns, and potential churn indicators.
• Work closely with internal teams to resolve communication, delivery, and expectation gaps.
• Support renewal strategies with a focus on client retention, particularly during busy tax seasons.

4. Performance & Reporting

• Prepare and present MBR, QBR, and EBR reports and insights for clients.
• Track key customer success metrics including NPS, CSAT, renewal rates, and client engagement.
• Identify trends and provide actionable insights to improve customer experience.
• Provide leadership with early‑warning signals for at‑risk accounts.

5. Cross‑Functional Collaboration

• Collaborate with bookkeeping, accounting, tax, and delivery teams to resolve client concerns.
• Partner with Farming / Account Management teams on renewals, upselling, and cross‑selling opportunities.
• Communicate structured client feedback to internal teams for continuous process and service improvement.
• Coordinate across functions to ensure seamless service delivery and customer experience.

Required Qualifications & Experience

• 3–7 years of experience in Customer Success, Account Management, Client Relationship Management, KPO, BPO, Outsourcing, or Taxation.
• Experience working with UK-based accounting, tax, or professional services clients is preferred.
• Strong understanding of UK Taxation and Accounting practices.
• Familiarity with accounting, taxation, bookkeeping, CRM, or client management platforms.
• Bachelor’s or Master’s degree in Commerce, Accounting, Finance, Business Administration, or a related field — B.Com / M.Com / MBA or equivalent.
• Excellent written and verbal English communication skills.
• Strong client relationship and stakeholder management skills.
• Analytical, proactive, organized, and client‑centric approach.
• Ability to manage multiple client accounts and priorities simultaneously.
• Strong problem‑solving and escalation‑management skills.

Key Skills

Customer Success | Client Relationship Management | Account Management | UK Taxation | UK Accounting | Bookkeeping | Client Retention | Client Onboarding | Customer Experience | Stakeholder Management | NPS | CSAT | QBR | MBR | EBR | Renewals | Upselling | Cross‑selling | Escalation Management | KPO | Outsourcing

What We Offer

• Opportunity to work with leading UK accounting and tax firms.
• Exposure to international clients and global accounting practices.
• Opportunity to work in a fast‑growing global environment.
• Clear career growth and development opportunities.
• Cross‑functional exposure across Customer Success, Accounting, Tax, Delivery, and Sales.
• A role with direct impact on client satisfaction, retention, and business growth.

ParticularsDetails

Position

Customer Success Manager – UK Tax & Accounting

Experience

3–7 Years

Location

Work Model

Full-Time

Working Hours

10:30 AM – 7:30 PM IST

Client Market

UK

KPO / Accounting / Taxation / Outsourcing