Customer Success Manager

Salary Range - $95,000 - $105,000

The Customer Success Manager plays a key role in helping customers realise the full value of Inflo’s platform. Acting as a trusted advisor, this role is responsible for onboarding customers, building strong long-term relationships, driving product adoption, identifying growth opportunities, and supporting customers in achieving their strategic objectives. Working closely with internal teams, the Customer Success Manager ensures customer needs are understood, represented, and met throughout the customer lifecycle.

• Manage and deliver a best-in-class onboarding experience for new customers.
• Project manage platform implementations for new and existing customers.
• Build and maintain strong relationships with key customer stakeholders.
• Develop customer success plans and support customers in achieving their business objectives.
• Monitor customer engagement, adoption, and overall account health.
• Conduct regular customer meetings, reviews, and strategic discussions.
• Identify opportunities to increase platform usage and customer value.
• Support customer retention and reduce the risk of customer churn.
• Deliver customer training and ongoing support.
• Collaborate with internal teams to ensure customer feedback is represented and acted upon.
• Produce reports and insights to support customer success activities and business decision-making.
• Support company representation at industry events, conferences, and customer-facing activities where required.

• Manage a portfolio of customer accounts across varying stages of the customer lifecycle.
• Lead and support on customer onboarding and implementation activities from initiation through to adoption.
• Work with customer stakeholders to establish success measures and track progress against agreed objectives.
• Contribute to customer retention, expansion, and revenue growth activities.
• Act as a central point of contact between customers and internal teams.
• Provide insights and recommendations based on customer data, engagement trends, and business needs.

• Inflo platform and associated customer systems.
• Customer Relationship Management (CRM) platforms.
• Microsoft Office suite, including Excel, PowerPoint, and Teams.
• Reporting and analytics tools.
• Customer success, project management, and collaboration platforms.

• Work closely with Customer Success colleagues to drive customer outcomes.
• Partner with Product teams to provide customer feedback and influence future product development.
• Collaborate with Subject Matter Experts to support customer initiatives and technical discussions.
• Work alongside Sales and Revenue teams to identify growth opportunities within customer accounts.
• Engage with Marketing and Events teams to support customer-facing activities and industry events.
• Build strong relationships with internal stakeholders across multiple functions globally.

• Experience in Customer Success, Account Management, Consulting, Audit, Data Analytics, or a related customer-facing role.
• Understanding of SaaS business models and customer lifecycle management.
• Knowledge of technology solutions within professional services, audit, accounting, or related sectors.
• Strong presentation and facilitation skills.
• Proficiency in Microsoft Office applications, including Excel, PowerPoint, and Teams.
• Bachelor's degree in Accounting, Finance, Business, or a related discipline, or equivalent professional experience.

• Previous Account Management experience.
• Experience supporting technology implementation or adoption projects.
• Project Management experience.
• Experience working within audit, accounting, or professional services environments.
• Relevant professional accounting qualifications or certifications.

• Proactive and customer-focused mindset.
• Strong sense of ownership and accountability.
• Adaptable and comfortable working within a fast-paced environment.
• Curious and solution-oriented approach to problem solving.
• Resilient and confident when managing competing priorities.
• Strong attention to detail with a focus on delivering quality outcomes.

• Excellent verbal and written communication skills.
• Strong relationship-building and stakeholder management abilities.
• Ability to influence and engage a range of audiences.
• Confident facilitator of meetings, workshops, and presentations.
• Collaborative approach to working across teams and functions.
• Strong customer service and consultative skills.

• Analytical thinking and ability to interpret customer data and trends.
• Ability to identify challenges and develop practical solutions.
• Strategic thinking with the ability to align customer objectives with business goals.
• Strong planning and organisational skills.
• Ability to manage multiple projects and priorities simultaneously.
• Sound judgement and decision-making capabilities.

• Science – Uses data and evidence to inform decisions and drive customer outcomes.
•  Ownership – Takes accountability for customer success and follows through on commitments.
• Openness – Builds trust through honest communication, collaboration, and feedback.
•  Agility – Adapts quickly to changing priorities and proactively solves problems.

• Success in this role would be demonstrated through the effective onboarding and management of a portfolio of customers, strong customer relationships, and measurable improvements in customer adoption and engagement. The individual will have developed trusted partnerships with customers and internal stakeholders, contributed to customer retention and growth objectives, and become a recognised product and customer advocate. They will consistently use data and insights to drive decisions, identify opportunities for improvement, and support the achievement of both customer and business goals.

• Generous medical, vision and dental benefits 
• Up to 3% matched 401K contributions. 
• 25 Days holiday plus 8 Federal holidays, with an additional 0.5 days for every year of service. 
• Flexible working environment – Work whenever and wherever that suits you. At Inflo, we measure results, not the amount of time you spend behind your laptop. 
• Working fully remote role within the USA.
• Annual trip to the UK to attend our Employee global gathering. 
• Generous Employee Referral Scheme to the equivalent of £1000. 
• Financial support to enhance your home working environment. 
• Continued professional development.