Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Manage the complete relationship for a client portfolio after implementation, serving as their main point of contact.

• Assist in the design and development of our Customer Success playbook, processes, and success metrics from scratch.

• Create and implement success plans for each account, ensuring alignment between Pacera's platform features and client objectives.

• Promote platform adoption by actively identifying underutilized features and collaborating with clients to integrate them into their workflows.

• Assess account health by analyzing usage data and engagement signals, proactively flagging at-risk accounts and creating mitigation strategies.

• Facilitate renewal discussions and procedures, aiming for high retention rates within your portfolio.

• Recognize and advance upsell and expansion opportunities, closely collaborating with Sales to convert these leads.

• Cultivate strong relationships with key financial stakeholders (CFOs, Controllers, FP&A leads), establishing yourself as a trusted advisor on Consolidation, Month End Close, and FP&A best practices.

• Conduct regular business reviews with clients to showcase the value delivered and align on future priorities.

• Collect and communicate client feedback to Product and Engineering to help shape the roadmap, given our early stage in the product journey.

• Assist in evaluating and selecting the tools and technologies that will support Customer Success as we grow (e.g., CRM, health-scoring, engagement platforms).

• Work alongside the Implementation/Consulting team to facilitate a seamless transition from onboarding to ongoing success.

• Keep accurate records of account status, risks, and opportunities, contributing to our established systems.

⛳️ Requirements

• 3-5 years of experience in Customer Success, Account Management, or a client-facing role, preferably in the B2B SaaS sector.

• Previous experience in an early-stage or scaling environment, with a proven ability to create processes rather than merely adhering to them.

• Comfortable navigating ambiguity and relishing the challenge of building something new, rather than entering a fully developed function.

• Experience managing a portfolio of accounts focusing on retention, adoption, and revenue growth objectives.

• Strong understanding of finance processes, especially Consolidation, Month End Close, and/or FP&A, or a strong eagerness to learn quickly.

• Exceptional relationship-building and communication skills, with the confidence to engage senior finance stakeholders.

• Commercially oriented, with experience in identifying and pursuing upsell/expansion opportunities.

• Data-driven approach to account management, proficient in using usage/health metrics to guide actions, even as tools continue to evolve.

• Bachelor's degree, accounting qualification (e.g., ACA, ACCA, CPA), or a background in big 4 auditing preferred.

🏝️ Benefits

• Comprehensive benefits package, including flexible hours and wellness allowances.

• Competitive compensation package.