Customer Success Manager

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Who we are, what we do & why we do it:

We are Dext - the world's leading accounting & bookkeeping automation software provider. Our products give businesses real-time visibility and control over spend, payments and expenses, and help accountants and bookkeepers reach new levels of efficiency when working with complex financial data workflows. We are trusted by over 1 million SMBs worldwide. Our solutions embrace AI, machine learning, and emerging technologies to advance and improve the accounting process and data quality for all, making accounting more effortless.

Dext operates across Europe, North America and APAC, with an expanding SaaS product portfolio. We are now seeking a Customer Success Manager to ensure the successful onboarding, adoption & utilisation of Dext's product suite, ensuring customers gain the maximum from their investment, resulting in high satisfaction levels.

It's a fabulous opportunity to make your mark and join our team in the UK to be part of one of the world's leading FinTech solution providers.

The role - what you'll do:

In this role, you will ensure customers have access to the tools & resources to achieve their business goals with Dext. As a trusted advisor, you will drive increased user adoption & advocacy at every opportunity.

You will have regular touchpoints with customers, primarily through online meetings & calls, but also customer visits when required.

• Onboarding customers and driving adoption throughout their customer lifecycle;
• Working closely with the Account Management team to devise monthly plans around minimising churn and driving adoption;
• Effectively educate customers on how to both use and implement the Dext suite of products across their practice and client base;
• Deliver consultative calls with Accounting and Bookkeeping customers - advising customers on best practices when implementing Dext, whilst also challenging customers on behaviours that may prohibit successful implementation;
• Create and execute adoption plans that empower customers to implement Dext's suite of products across their practice;
• Effectively conduct 1:many training sessions for our customers;
• Working towards and achieving your monthly net client retention KPIs.

About you - what we are looking for:

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. At Dext we are committed to cultivating a diverse, inclusive and empowering culture, so please apply if you meet the majority of these competencies. You can read more about our Diversity and Inclusion commitments.

• Experience within a fast-paced and innovative environment;
• Solid years of experience working in the accounting and bookkeeping sector with software or SaaS experience such as Xero, Intuit, Sage, data capture solutions...;
• Ability to quickly learn new technologies and provide best practice advice to customers in a clear and concise manner;
• Excellent communicator, who is open to different views and perspectives;
• Able to prioritise work effectively to maximise time spent with Dext's customers;
• Team player who works with others to deliver results, contributing to the group and ensuring the team's needs come first;
• A high performer who consistently achieves results, always learning and seeking ways to make yourself and others better;
• Someone with humility & integrity, who ensures they fulfil their commitments to others and always engages with positive intent.

What you will be part of - our values, culture and behaviours:

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. We are uncompromising in our desire to achieve our best, day-in day-out, and we have three clear values which guide everything we do:

Be Brave - Everyone in the company has a voice to challenge ideas and the status quo.

Be Exceptional - We set high standards for ourselves. We aim to be exceptional at what we do.

Be Together - We are one team. There is no such thing as individual success without team success.

Our behaviours are how we practically live and breathe our values and are an essential part of life at Dext. Our behaviours guide us and inform how we communicate, collaborate and support each other. They are:

Be Diverse, be Courageous, be Considerate, be Transparent, be Focused, be Accountable, and above all, be Dexterous!

What we will give you - the perks:

• 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 LinkedIn Learning;
• Payroll giving;
• Income protection;
• Mental health support through Help@Hand.

See who you would be reporting to linkedin.com/in/katie-hawking-fmaat-baa6a071