Customer Success Manager

**Silverfin**

**Silverfin** is a cloud first solution that enables accountants to streamline significant parts of their workload and spend more time on value adding activities.

Silverfin solves a very real problem: it automates a large chunk of the repetitive tasks that people working in financial services spend their time on and improves communication with their customers.

Recognised as an industry leader, we have picked up many accolades, including In 2021 winning Deloitte Belgium’s Technology Fast 50 award for most sustainable growth - an award given to the company with the best percentage growth over the last four years.

Our headquarters is in Gent Belgium, from where we have successfully launched activities in BeNeLux and the UK. From these offices, we’re serving a strongly growing client base, including the big 4, in 15 countries with 180+ colleagues.

**The Role**

As a
**Customer Success Manager**, your main responsibility is to expand the relationships with our existing customers by helping and guiding customers to get the most out of our solution. It's your goal to optimise the customer's experience and build long term client relationships by proactively managing the entire customer lifecycle: from onboarding, to the adoption phase and to renewal.
- The key to our success is through the ability to be a Trusted Advisor to our customers.
- This role will be to focus on all our accounts in
**Luxembourg**, who are the major or prominent accounting firms. We are growing our footprint in Luxembourg so you have to be a fast-learner, tech-savvy, forward-thinking, solutions-driven, professional and tenacious. We are still carving out the way we work, so you will also need to be a strong team player and able to transition between customer success (e.g customer adoption) and customer account management (e.g. commercial amendments & renewals) as needed.

**What you’ll be doing?**

A successful
**Customer Success Manager **will need to understand and identify industry pain points and trends. The know-how that you bring will help you to articulate exactly how our solution can address those needs.

You will play a key role by being the face of Silverfin towards our customers, but also the voice of our customers within Silverfin. Your customer feedback will be communicated with our Product and Development teams in order to ensure we are continuously improving our offering.

This will involve a high-touch relationship consisting of onsite and virtual meetings that cover customer onboarding, training and support.

**Responsibilities**:

- Build a trustworthy relationship with our customer base
- Acting as the main point of contact for our customers and the primary liaison between the customer and our product teams
- Leading onboarding processes and delivering training for new customers
- Leading customers through digital transformation projects with a clear view of customer objectives in order to achieve maximum usage and deliver superior customer experience including the identification of any change resistance
- Assisting with the basic set-up and customisation of the Silverfin environment
- Monitoring usage, proactively contacting customers and delivering training to maximise usage
- Creating amendments & renewal agreements
- Collaborate with the Marketing and Technology departments to execute the aligned strategy (e.g. launching campaigns...)
- Acting as the customer's voice and providing feedback to Product & Professional Services on how we can better serve our customers

**What makes a good Customer Success Manager?**:

- Accountancy experience essential, either from working in practice or in a similar supportive role within the industry
- Demonstrable passion for Customer Success and driving change in the industry through the use of technology
- Excellent organisation, project management and time management skills
- The willingness to take a role that sits outside of your comfort zone, a can-do mentality and eagerness to learn
- Experience in software sales, pre/post-sales, consulting, account management, service delivery and/or customer success management
- Excellent communication and interpersonal skills, with the ability to positively influence customers
- Fluency in French and English essential

**What's in it for you?**:

- A fast-paced, no-nonsense FinTech scale-up in an international scene
- A digital and data-driven company culture
- A thriving work environment with lots of enthusiastic people joining forces
- A salary package based on skills and experience with a broad benefits package.
- A growing team in a growing company