Customer Success Manager (UK)

About us

We’re an award-winning enterprise software scale-up with high ambitions for growth. We recently won the ScotlandIS Digital Tech Scale-up 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 25 countries across four continents. Our target customers are global firms, international networks, and large national 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 6+ years we have not experienced customer churn; working as our customers strategic partners and trusted advisors to ensure they’re getting maximum ROI from Dayshape is crucial to maintaining that achievement.  

This role is specifically focused on supporting our existing UK and Europe based customers and is very much part of building for success in the future as we implement our expansion plans and win new logos. We are very product focused and don’t always follow traditional CS methods. We sell a single, premium product and as such don’t have the pressure to cross sell and upsell. Instead, our focus is on user adoption and driving value and managing the commercial relationships with our customers. Our CSM’s each have a small number of accounts and have the time and space to really get to know our customers and their business processes.  

What you’ll do

• Develop and maintain a detailed understanding of the customer’s organisation, including strategic goals/initiatives, key stakeholders, and how Dayshape ties into all of this. 
• Manage and host regular customer meetings and calls, meet customers in-person at various points throughout the year, in the UK and possibly internationally. 
• 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). 
• Be an advocate for our customers' needs and the voice of the customer within Dayshape. 
• Support …