[ref. i3430317] Enterprise Customer Success Manager (UK) - Edinburgh

About us

We’re an award-winning enterprise software scale-up with high ambitions for growth. We recently won the ScotlandIS Digital Tech Enterprise Business of the Year award and have previously been recognised as Scotland’s fastest-growing tech company in the Deloitte Technology Fast 50 for three consecutive years.

Dayshape is an advanced resource management solution, incorporating AI and intelligent automation to help professional services firms optimise their workforce like never before. It’s built to handle large, complex, and ever-changing requirements with ease.

Our customers include accountancy firms from the Big Four and global top 10, and Dayshape is used in more than 50 countries across five continents. Our target customers are global firms, international networks, and large nationwide or regional organisations, if they’re big enough to have the challenges that Dayshape can solve.

As a company, we live our values every day and we're committed to making sure our friendly and inclusive environment grows with us.

About the role

We are incredibly proud that over 7+ years we have not experienced customer churn; working as our customers strategic advisors to ensure they’re getting maximum ROI from Dayshape is crucial to maintaining that achievement.

Our focus is on user adoption and driving value via feature usage and optimisation.

The Enterprise CSM will manage a portfolio of complex accounts that require strong relationship management and a consultative approach.

• Manage and host regular customer meetings and calls, meet customers in-person at various points throughout the year, primarily in the UK and Europe
• Build a detailed understanding of the customer’s organization to develop and maintain strategic account plans, identifying opportunities for ARR growth, renewal or adoption risks, relationship expansion, executive engagement, and strategies to improve customer satisfaction
• Own the commercial relationship with the customer including hosting QBRs and using these to discuss key opportunities relating to upcoming renewals, expansions or additional countries that may require Dayshape’s services
• Create, maintain and distribute monthly status reports, health scores and other key metrics
• Manage stakeholders throughout the customers organisation, ranging from super users, product owners, resource managers, and C-suite (including CIO)
• Monitor and encourage product usage, proactively identifying where to provide training or resources to increase adoption and help customer stakeholders to measure their ROI
• Nurture customers into becoming advocates who can provide testimonials, case studies, or even referrals
• Participate during Dayshape implementation, working closely with the Professional Services team
• Provide regular training sessions, webinars, or workshops to customers to ensure they are maximizing their use of Dayshape and to showcase new features
• Align internal resources to drive outcomes with your customers, including stakeholders in Product, support, and operations
• Provide a feedback loop to our Product department to help them better understand customer needs and shape the roadmap accordingly, ensuring our enhancement backlog is appropriately prioritized and representative of the needs of all our customers
• Proactively communicate any changes or product updates to the customer and collect and share feedback as the voice of the customer within Dayshape

• Significant experience working in Customer Success or Account Management with enterprise level customers, including managing 6 or 7 figure deal sizes and building relationships with executive-level personas
• Experience directly influencing revenue expansion, namely upsell, cross-sell, and relationship expansions that drive economic value
• Experience designing and delivering strategies that help customers improve product deployment, adoption, engagement, and ROI
• Experience selling software and/or SaaS
• Able to challenge customers’ thinking in order to help them achieve their goals, taking ownership and leading the conversation/situation when required
• Self-sufficient and able to problem solve with an entrepreneurial and customer-first mindset
• Able to tailor communication across different functions and levels, including leading webinars and other public speaking
• Accomplished presenter of technical and business solutions in an informative and relevant manner
• Collaborative and able to engage stakeholders and “get the right people around the table” to investigate and tackle issues that may arise
• Demonstrable experience improving customer treatment strategies, internal cross-functional alignment, and Customer Success business processes at a high-growth firm
• Highly organised and able to manage lots of relationships, projects, actions, and many other moving parts concurrently (often with competing priorities)
• Have an understanding of how complex Professional Services firms operate (or ability to learn this quickly/ comparable knowledge from other industries or sectors)

• Experience working with Professional Services or Public Accounting customers
• Experience working with, implementing or supporting HR/ERP systems such as SAP, Workday etc.

• Salary £55,000 - £63,669 dependent on experience
• At least £1,000 per year to spend on professional and personal development
• 33 days' holiday per year (including bank holidays), increasing by 1 day each year to a maximum of 40 days
• Paid four week sabbatical in your fifth anniversary year on top of your holiday entitlement
• Enhanced family leave policies
• Private healthcare and rewards through Vitality
• Income protection and death in service cover
• Matched 5% auto-enrolment workplace pension scheme
• Access to wellbeing offerings, such as our Employee Assistance Programme and a dedicated counselling service
• Innovation Week twice a year - a chance to experiment and work off-project
• Volunteering time – up to 20 hours a year to participate in volunteer work
• Regular All Hands meeting for inspiration and over-communication
• Time out of the working week for team socials each month, with a mix of in-person and virtual options: past events include hiking, family BBQs, board games and at-home cocktail classes!
• Genuinely nice, smart people to work with, who are excited about growing our company

Working Details

This is a full-time role (37.5 hours per week). We typically work from 09:00 - 17:30 from Monday to Friday, though we can be flexible around this, just let us know.

We’re ideally looking for someone in/around Edinburgh, though we’re open to the possibility of this being a remote role (as long as you're in the UK). We're making the most of hybrid working, so you won't need to come into the office everyday (unless you want to!).

We don't mandate required office time, but we find that most of the team enjoy working from home 2-3 days a week, and come into our office to connect with each other, make use of space, and for meetings.

Join the team!

Equality of opportunity is more than just a responsibility: we believe it’s a huge advantage to welcome a variety of experiences and perspectives into the team. Diversity is a great asset and, as such, we strongly encourage applications from any background.

This is your opportunity to really influence how we get things done as we achieve our ambitions as part of the overall growth strategy. We're doing well, but there's lots more to do in order to maintain the high bar and pace that we've set.

Everyone here is growing personally as the company grows, so if that sounds like something you’d like to be part of, we’d love to see your application.

Please note the successful candidate for this role will be subject to background checks and will have an opportunity to declare anything to us beforehand.