Silverfin

Customer Success Manager

• Act as the main point of contact for our customers and the primary liaison between the customer and our product teams
• Lead onboarding processes and delivering training and roll out plans for new customers
• Support customers through digital transformation projects with a clear view of the customers objectives in order to achieve maximum usage and deliver a superior customer experience
• Assist with the basic set-up and customisation of the Silverfin environment
• Monitor usage, proactively contacting clients and delivering support and guidance to maximise usage, including the identification of any change resistance
• Identify upsell opportunities, as well as churn risk across your book of business using both customer relationships and also usage data from across the platform, and manage both of these to drive NRR growth
• Work collaboratively with CS and product, to reduce the ‘Time to Value’ for new users of Silverfin
• Support in the creation and maintenance of training materials and learning platform to help scale our CS offering and deliver a world class customer experience

Customer Success Manager – Accountancy SaaS