Job Description

About Dext

Dext 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 Role

We'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 Own

Customer Portfolio

• Own a portfolio of UK partner accounts, driving product adoption, time-to-value and long-term retention
• Develop deep product expertise across the Dext suite to confidently educate and empower partners at every stage of their lifecycle
• Deliver impactful, consultative calls that guide best practice and challenge behaviours that hinder success
• Lead proactive customer engagements - onboarding, training, QBRs and renewal conversations
• Create and execute strategic adoption plans to help partners embed Dext across their practice and client base
• Lead high-quality 1:many training sessions that scale product education and engagement
• Join pre-sale calls with Account Executives to provide product support during the pre-sales phase
• Proactively manage relationships and hit your KPIs through consistent outreach, retention-focused initiatives, and delivery of value

Cross-Functional Collaboration

• Partner closely with Account Management on renewal and expansion opportunities
• Collaborate with Marketing and Operations to reduce churn, drive adoption and evolve the customer journey
• Synthesise partner feedback into clear, actionable insight for Product and Marketing
• Work with Support to ensure seamless handoffs and resolution of complex customer issues
• Flag emerging trends, product feedback themes and at-risk signals to the wider team and leadership

Requirements

Essential

• 4+ years of Customer Success experience in a target-driven role, ideally within SaaS or tech environments
• Excellent communication and problem-solving skills, with the ability to simplify complex ideas and deliver clear, practical advice
• Comfortable owning KPIs: adoption metrics, net retention, time-to-value and churn reduction
• Strategic account ownership - trusted advisor framing, senior stakeholder engagement
• Commercial lens - expansion/upsell identification, renewal risk management, business-value conversations
• Process-disciplined: strong CRM hygiene, well-documented account plans, consistent follow-through
• Tech-savvy and quick to learn new platforms, with a passion for helping customers adopt and get value from new tools
• Adaptable, collaborative and solutions-focused, thriving in a fast-paced environment

Desirable

• Experience with accounting software (Xero, QuickBooks, Sage) or the accounting/bookkeeping industry more broadly
• Prior experience in a senior or lead IC CSM role in a high-growth SaaS environment
• Experience contributing to team enablement or playbooks

Benefits

What We Offer

• A competitive salary
• Flexible, remote-first working
• 25 days annual leave plus bank holidays, volunteering days, summer hours, and a day off the week of your birthday
• Employer-paid private medical insurance and a health cash plan
• Cycle to work scheme
• Payroll giving
• Income protection
• Mental health support through Help@Hand

Our Values

We 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 Dext

At 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.