Customer Service Representative

I'm working with a growing SaaS business that's expanding its UK team following continued success across the UK and Ireland.

Their platform helps accountancy and professional services firms streamline the way they manage documents, workflows and client collaboration. As they continue to grow, they're looking for a Customer Success Specialist to take ownership of a portfolio of customers, ensuring they successfully implement the platform, maximise adoption and continue to see long-term value.

This is much more than a traditional Customer Success role. You'll combine onboarding, implementation, account management and commercial ownership, becoming a trusted advisor to your customers throughout their journey.

The Role

• Manage your own portfolio of B2B customers from onboarding through to renewal.
• Lead software implementations and guide customers through a successful onboarding process.
• Understand each customer's business and configure the platform around their requirements.
• Deliver product demonstrations, onboarding sessions and user training.
• Build long-term relationships with key stakeholders across your customer base.
• Drive product adoption and help customers get the most from the platform.
• Hold regular account reviews, proactively managing customer health and retention.
• Identify opportunities to expand existing accounts as new products and features are introduced.
• Work closely with Sales, Product and Technical teams to deliver a seamless customer experience.

What We're Looking For

• Experience in Customer Success, Account Management, Customer Onboarding, Implementation or Technical Account Management within a SaaS business.
• Experience managing your own portfolio of B2B customers.
• Confident delivering software demonstrations, onboarding sessions and customer training.
• Able to understand customer requirements and translate them into practical solutions.
• Comfortable working with software and learning new technologies quickly.
• Strong relationship-building skills with a proactive, commercial approach.
• Experience working with accountancy firms, or within accountancy SaaS, would be highly advantageous.
• Experience within document management, workflow software or Microsoft 365 would also be beneficial.
• Comfortable using AI tools to improve productivity and ways of working.

Why Join?

• Join a growing SaaS business at an exciting stage of its UK expansion.
• Take ownership of your own customer portfolio with real autonomy.
• Work closely with senior leadership in a business where your impact will be visible.
• A varied role combining implementation, customer success and account management.
• Excellent long-term progression as the UK team continues to grow.