About this role
About DextDext is a fast-growing fintech transforming bookkeeping through AI and machine learning. Our platform empowers accountants, bookkeepers, and businesses to simplify accounting processes and make smarter, more timely financial decisions.
In 2024, Dext joined the IRIS Software Group, further strengthening our ability to deliver end-to-end accountancy solutions. We've achieved 99.5% data accuracy, saved over 35 million hours of manual data entry, and are trusted by 12,000 firms and 700,000 businesses globally. With integrations across all major accounting software and over 11,500 financial sources, we're proud to be at the forefront of innovation in the accounting space.
The RoleWe're looking for a driven, customer-centric Customer Success Manager to own a portfolio of Dext's UK partners - accountants and bookkeepers - and their end clients. You'll sit within our Customer Experience Org, owning the customer journey from onboarding through to adoption, retention and advocacy.
As an individual contributor role, there's no direct line management, but you'll be expected to bring strong ownership, consultative expertise, and a proactive, solutions-first mindset to everything you do.
What You'll OwnCustomer PortfolioOwn a portfolio of UK partner accounts, driving product adoption, time-to-value and long-term retentionDevelop deep product expertise across the Dext suite to confidently educate and empower partners at every stage of their lifecycleDeliver impactful, consultative calls that guide best practice and challenge behaviours that hinder successLead proactive customer engagements - onboarding, training, QBRs and renewal conversationsCreate and execute strategic adoption plans to help partners embed Dext across their practice and client baseLead high-quality 1:many training sessions that scale product education and engagementJoin pre-sale calls with Account Executives to provide product support during the pre-sales phaseProactively manage relationships and hit your KPIs through consistent outreach, retention-focused initiatives, and delivery of valueCross-Functional CollaborationPartner closely with Account Management on renewal and expansion opportunitiesCollaborate with Marketing and Operations to reduce churn, drive adoption and evolve the customer journeySynthesise partner feedback into clear, actionable insight for Product and MarketingWork with Support to ensure seamless handoffs and resolution of complex customer issuesFlag emerging trends, product feedback themes and at-risk signals to the wider team and leadershipRequirements
Essential4+ years of Customer Success experience in a target-driven role, ideally within SaaS or tech environmentsExcellent communication and problem-solving skills, with the ability to simplify complex ideas and deliver clear, practical adviceComfortable owning KPIs: adoption metrics, net retention, time-to-value and churn reductionStrategic account ownership - trusted advisor framing, senior stakeholder engagementCommercial lens - expansion/upsell identification, renewal risk management, business-value conversationsProcess-disciplined: strong CRM hygiene, well-documented account plans, consistent follow-throughTech-savvy and quick to learn new platforms, with a passion for helping customers adopt and get value from new toolsAdaptable, collaborative and solutions-focused, thriving in a fast-paced environmentDesirableExperience with accounting software (Xero, QuickBooks, Sage) or the accounting/bookkeeping industry more broadlyPrior experience in a senior or lead IC CSM role in a high-growth SaaS environmentExperience contributing to team enablement or playbooksBenefits
What We OfferA competitive salaryFlexible, remote-first working25 days annual leave plus bank holidays, volunteering days, summer hours, and a day off the week of your birthdayEmployer-paid private medical insurance and a health cash planCycle to work schemePayroll givingIncome protectionMental health support through Help@Hand
Our ValuesWe are a fast-paced, ambitious FinTech organisation. Despite our scale, we maintain the agility of a start-up. Our values guide everything we do:
Be Brave - Everyone has a voice and the opportunity to challenge the status quo.Be Exceptional - We strive for excellence in everything we do.Be Together - We succeed as a team, and individual success is inseparable from team success.Our behaviours are how we practically live and breathe our values: be Diverse, be Courageous, be Considerate, be Transparent, be Focused, be Accountable, and above all, be Dexterous!
Diversity & Inclusion at DextAt Dext, we believe that diverse perspectives drive innovation and success. We are committed to building an inclusive workplace where everyone, regardless of background, identity, or experience, feels valued and empowered to thrive. We welcome applications from all qualified candidates and actively encourage those from underrepresented groups to apply. If you need any accommodations during the hiring process, please let us know.