Senior Customer Success Manager

What You Will Do
Act as a Trusted Advisor: Serve as a strategic partner to key stakeholders including Audit Partners and Managers, Controllers, Finance Directors, and IT decision-makers, guiding them through business transformation enabled by DataSnipper.

Drive Business Transformation: Help customers reimagine their workflows and processes, demonstrating how DataSnipper’s AI-powered capabilities can deliver measurable efficiency gains, cost savings, and quality improvements across audit and finance functions.

Deliver Strategic Consultative Solutions: Provide expert guidance tailored to each customer’s unique business challenges, helping them optimise audit and finance workflows and achieve their strategic objectives using DataSnipper.

Champion Product Adoption and Value Realisation: Conduct comprehensive training sessions, establish regular Business Reviews, and develop success plans that ensure customers adopt DataSnipper features and realise maximum business value.

Build Deep Customer Relationships: Cultivate strong, long-term partnerships built on trust, deep industry understanding, and a genuine commitment to your customers’ success and business outcomes.

Collaborate Cross-Functionally: Partner with Product, Engineering, Sales, and Solutions Engineering teams, sharing customer insights on workflow challenges, use cases, and technical requirements to drive product innovation.

Advocate for Customer Success: Deeply understand your customers’ audit methodologies, compliance requirements, and business goals, providing feedback internally to ensure DataSnipper addresses real-world needs.

Support Strategic Growth: Identify and drive expansion opportunities within your portfolio, working with Sales to demonstrate ROI, facilitate pilots, and expand adoption across teams and service lines.

Ensure Seamless Technical Implementation & Platform Expertise: Partner with customers on onboarding, including setup, AI configuration, and workflow customisation, while staying current on DataSnipper’s platform, AI capabilities, and automation best practices.

Lead Strategic Engagements: Plan and facilitate in-person and virtual sessions with audit and finance teams to drive adoption, share transformation best practices, and address challenges that could impact retention.

Develop Comprehensive Success Plans: Create strategic roadmaps for each customer, outlining transformation goals, adoption milestones, expansion opportunities, engagement tactics, and success metrics.

Monitor Health and Business Impact: Track and forecast key metrics including user engagement, feature utilisation, business value delivered, expansion opportunities, retention risks, and technical health indicators.

What You Bring
Customer Success Experience: 5+ years of experience in Customer Success, Account Management, Solutions Consulting, or another client-service role in B2B SaaS, with a strong grasp of the customer success motion (onboarding, adoption, renewals, and expansion).

Trusted Advisor Mindset: Passion for being a strategic partner to customers, building deep trust-based relationships, and driving business transformation that delivers exceptional value.

Business Transformation Focus: Proven ability to help customers reimagine processes and workflows, demonstrating how technology can drive measurable business outcomes.

Accountability and Ownership: Strong sense of ownership and the drive to master your craft, take initiative, and ensure no detail is overlooked.

Collaborative Spirit: Thrives in cross-functional teamwork and builds meaningful partnerships with customers and internal stakeholders.

Adaptability and Growth Mindset: Learns quickly and thrives in a dynamic, fast-paced environment where customer needs and priorities evolve.

Excellence in Communication: Professional fluency in English (written and spoken), with the ability to engage stakeholders at all levels - from audit associates to C-suite.

Audit Background: Hands-on experience in external or internal audit, or assurance is nice to have