Business Success Manager

About the company

Our client is a well-established UK provider of company formation, compliance, accounting, and payroll services, operating a modern, fully integrated platform built to support business founders at every stage of their journey. With a strong record of growth, B Corp certification, and Carbon Neutral status, this is a business with real purpose, clear direction, and significant ambition for the years ahead.

Your tasks

This isn't a passive account management role. You'll be the trusted advisor clients turn to when things get complex, and your work will directly shape how the business builds and scales.

Client Relationships and Lifecycle Management

• Managing a portfolio of strategic client relationships as the main point of contact throughout the full customer lifecycle, from onboarding through to renewal and expansion
• Driving onboarding, platform adoption, and ongoing engagement so clients reach their goals quickly and continue to realise value over time
• Building and maintaining insight-led account plans for key clients, covering goals, risks, and growth opportunities

Retention and Commercial Growth

• Monitoring client health across satisfaction, platform usage, retention, and churn indicators, and acting early when risks are identified
• Identifying and progressing opportunities for renewals, expansions, and upsell in line with client needs and commercial targets
• Reporting regularly on portfolio performance and revenue outcomes, and recommending improvements to the customer success approach

Escalations and Client Support

• Taking ownership of complex client issues, including accountancy and compliance queries, coordinating with internal teams to resolve problems quickly and thoroughly
• Educating clients on platform features, compliance requirements, and accountancy best practice through proactive check-ins, reviews, and tailored resources

Requirements

If you've built your career in accountancy and you're ready to use that expertise in a commercially focused, client-facing role at a fast-scaling technology business, this is a genuinely exciting opportunity.

They're looking for a Customer Success Manager who combines hands-on accountancy knowledge with the relationship skills and commercial instinct to manage a portfolio of clients, drive long-term value, and contribute to the growth of the platform itself.

• Xero Certified
• A solid background in the accountancy sector, either from practice or from an accountancy technology platform, with a genuine, hands-on understanding of UK accountancy workflows and compliance requirements
• Proven experience in a client-facing Customer Success, Account Management, or Client Success role, ideally within accountancy, B2B SaaS, or tech-enabled services
• Confidence discussing accounts, tax, and compliance topics directly with clients, and the ability to explain them clearly to non-specialist business owners
• A track record of improving retention, reducing churn, and delivering commercial growth through renewals, expansions, or upsell activity
• Strong relationship-building skills, with the confidence to act as a trusted advisor, handle difficult conversations, and manage escalations professionally
• Commercial awareness and the ability to connect client outcomes to measurable business value
• Excellent written and verbal communication skills
• A proactive, ownership-driven mindset: someone who takes responsibility without being asked and thinks in systems, not in silos
• Strong organisational skills and the ability to manage a varied portfolio and deadline-driven workload effectively

Other

If this job isn't quite right for you, but you know someone who would be great at this role, why not take advantage of our referral scheme? We offer £200 in shopping vouchers for every referred candidate who we place in a role. Terms & Conditions Apply.