Customer Success Manager

About Dext

Dext is a rapidly expanding fintech firm revolutionizing bookkeeping with advanced AI and machine learning technologies. Our platform supports accountants, bookkeepers, and businesses in streamlining accounting tasks and enabling smarter, more timely financial decisions. In 2024, Dext became part of the IRIS Software Group, enhancing our capacity to offer comprehensive accountancy solutions. Our platform boasts 99.5% data accuracy, has saved over 35 million hours of manual data entry, and is relied upon by 12,000 firms and 700,000 businesses worldwide. We integrate with all major accounting software and connect with over 11,500 financial sources, positioning us as leaders in accounting innovation.

Role Overview

We seek a proactive, customer-focused Customer Success Manager to oversee a portfolio of Dext's UK partners, mainly accountants and bookkeepers, along with their clients. This role is part of the Customer Experience Organisation and involves managing the customer journey from onboarding through product adoption, retention, and advocacy.

Although this position does not include direct team management responsibilities, it demands a strong sense of ownership, consultative expertise, and a solution-oriented approach.

Key Responsibilities

• Manage a portfolio of UK partner accounts, ensuring product adoption, timely value delivery, and sustained retention.
• Develop in-depth knowledge of the Dext product suite to confidently guide and empower partners throughout their lifecycle.
• Conduct impactful, consultative meetings to promote best practices and address behaviors that impede success.
• Lead proactive engagements such as onboarding sessions, training, quarterly business reviews, and renewal discussions.
• Design and implement strategic adoption plans to integrate Dext deeply across partners' practices and their clients.
• Deliver high-quality group training sessions to amplify product education and customer engagement.
• Support the sales process by joining pre-sales calls with Account Executives to provide product expertise.
• Maintain proactive relationship management, consistently meeting KPIs through outreach, retention initiatives, and value delivery.
• Collaborate closely with Account Management to facilitate renewal and expansion opportunities.
• Work alongside Marketing and Operations teams to decrease churn, boost adoption, and refine the customer experience.
• Translate partner feedback into actionable insights for Product and Marketing teams.
• Coordinate with Support to ensure smooth transition and resolution of complex customer issues.
• Report emerging trends, product feedback patterns, and risk indicators to the team and leadership.

Candidate Requirements

Essential:

• Minimum of 4 years experience in Customer Success within target-driven roles, preferably in SaaS or technology sectors.
• Excellent communication and problem-solving abilities with skill to simplify complex concepts into clear, actionable advice.
• Proven ability to own key performance indicators such as adoption rates, net retention, time-to-value, and churn reduction.
• Experience managing strategic accounts, engaging senior stakeholders as a trusted advisor.
• Strong commercial acumen with expertise in identifying upsell opportunities, managing renewals, and having business value discussions.
• Disciplined approach to processes, including maintaining rigorous CRM hygiene, thorough account plans, and consistent follow-up.
• Technically proficient and quick to learn new tools, passionate about helping customers gain value from technology.
• Adaptable, collaborative, and solution-driven, thriving in dynamic, fast-moving environments.

Desirable:

• Familiarity with accounting software such as Xero, QuickBooks, and Sage or experience in the accounting/bookkeeping sector.
• Previous exposure to senior or lead individual contributor roles in high-growth SaaS companies.
• Involvement in team enablement initiatives or creating playbooks.

Benefits and Company Values

• Competitive salary package.
• Flexible, remote-first working arrangement.
• Twenty-five days of annual leave plus bank holidays, volunteering days, summer hours, and a birthday day off.
• Private medical insurance and health cash plan covered by the employer.
• Cycle to work scheme.
• Payroll giving options.
• Income protection plans.
• Mental health support through the Help@Hand program.

Dext is fast-paced and innovative, retaining a startup agility despite its scale. Our core values include courage to challenge the status quo, striving for exceptional quality, and prioritizing team success. Our behaviors embody diversity, courage, consideration, transparency, focus, accountability, and dexterity.

Diversity and Inclusion

We value diverse perspectives as drivers of innovation and success. Dext is committed to creating an inclusive environment where all individuals feel respected and empowered to grow, welcoming applications from all qualified candidates and encouraging those from underrepresented groups. Accommodation needs during the hiring process can be discussed upon request.