Customer Success Manager
Own your portfolio. Grow your career.
You've spent a couple of years learning customer success. Now you want your own customers, a real say in how they grow, and a career that's going somewhere. That's this role.
Why FISCAL
We protect your spend. Our AI-driven software stops duplicate payments, fraud and supplier risk before they cost our customers money. We work with finance teams across UK local government, the public sector, and private organisations in the UK and US.
We're profitable, independently owned, and around 65 people strong. That means your work is visible to the leadership team, and you'll have proper tools, data and support behind you. Growing our existing customers is at the heart of our plan, which makes Customer Success one of the most important teams in the business.
What you'll do
You'll be the trusted adviser to your customers, from the AP team using FISCAL every day to the Finance Director who signs the renewal. Most of our contracts run for three years, so you'll build real relationships and see the results of your work.
- Help new customers go live and build confidence through onboarding and training
- Run engagement calls and Success Reviews that show customers the value they're getting
- Keep a close eye on account health and act early when something changes
- Work with your Commercial Account Manager to grow accounts with new modules, sites and licences
- Bring the voice of the customer to our Product and leadership teams
Your first year
You'll start by learning our product and the world of Accounts Payable, shadowing calls and meeting your customers. By 90 days you'll be running calls on your own and leading your first Success Review. By the end of your first year you'll own a healthy portfolio and help shape how the team works, with your path to Senior CSM agreed.
What you'll bring
- Around two years in customer success, account management, onboarding or a similar customer-facing role
- Confidence on customer calls and a knack for building rapport
- Clear, friendly communication and solid organisation
- Comfort with data, and curiosity about how AI can make your work better
Experience with a CS platform, finance or Accounts Payable, or public sector customers is a bonus, not a requirement.
How you'll grow
Our career ladder runs from CSM to Senior CSM, Principal CSM and Head of Customer Success, and people do move up it. You'll get coaching from our Principal CSM, a development plan in your first 90 days, and hands-on experience with AI-assisted ways of working.
What we offer
- 25 days' annual leave plus bank holidays, and a holiday buy scheme
- Health and Wellbeing plan
- Hybrid working from our Reading HQ
- Cycle to work scheme, free parking, drinks, fruit and snacks
- Monthly peer recognition with prizes
Apply
Send your CV with a few lines on a customer you helped succeed, and what you'd do differently next time.
Pay: £40,000.00-£45,000.00 per year
Benefits:
- Additional leave
- Cycle to work scheme
- Health & wellbeing programme
- Life insurance
- On-site parking
Work Location: Hybrid remote in Reading RG2 0LP
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