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Customer Success S
4 months ago
We are Dext - the world's leading provider of accounting & bookkeeping automation software. Our products improve the efficiency and financial data workflow processes of accountants, bookkeepers, and businesses globally. We are trusted by over 1 million SMBs worldwide. The Customer Success Lead will drive the successful adoption & utilisation of Dext’s product suite, ensuring customers gain the maximum ROI from their investment whilst leading the Customer Success team. You will work closely with the New Business and Account Management teams to support the efforts in achieving high retention & growth rates for the UK business.
Lead, coach and manage a team of CSM’s, ensuring the continual professional growth of the team and the individuals within it. primarily focused on the onboarding, training & education we provide throughout the customer journey.
Identify and propose scalable solutions to manage our smaller accounts effectively, ensuring they feel highly supported and serviced as well
Collaborate with Marketing to ensure our customer marketing is aligned, helping drive customer advocacy from successful engagements.
Working towards and achieving your monthly net client retention KPIs
Working closely with the Account Management team to devise monthly plans around minimising churn.
Account Management & new sales
Below are our ideal requirements, but we hire on potential, not just on experience, and we know that some people are less likely to apply for a role if they don’t meet 100% of the criteria. You can read more about our Diversity & Inclusion commitments here
3-5 years relevant and proven leadership experience within Customer Success
~ Experience in developing and implementing Customer Success strategies and initiatives.
~ Excellent communicator, able to build strong relationships with internal and external stakeholders at a senior level
~ Experience in coaching and developing Customer Success teams to fulfil their potential and achieve set targets.
~ Strong strategic planning and execution skills.
~ Proficiency in CRM systems
Software or SaaS experience
Previous work in the accounting and bookkeeping sector beneficial, but not essential
We are a highly ambitious, innovative, market-leading FinTech. We are a global, Private Equity backed business (HgCapital), but we have the dexterity and pace of a scale-up. A competitive salary;
~ Flexible working;
~25 days off plus bank holidays, volunteering days, summer hours and a day off the week of your birthday;
~ Employer-paid private medical insurance and health cash plan (Medicash - reloadable shopping cards, cinema ticket discounts, online discounts and more);
~ Cycle to work scheme;
~ Access to the Learnably platform where you can spend your annual L&D allowance - ;
~ Payroll giving;
~ Mental health support through Help@Hand.
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