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About the Role

We are seeking a driven, customer-centric Customer Success Manager to manage a portfolio of Dext's UK partners, focusing on their end clients. This role is within the Customer Experience Organization, overseeing the customer journey from onboarding through adoption, retention, and advocacy. As an individual contributor, you will bring strong ownership, consultative expertise, and a proactive, solutions-first approach.

Responsibilities

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.
Deliver impactful, consultative calls guiding best practices and challenging behaviors that hinder success.
Lead proactive customer engagements including 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 to scale product education and engagement.
Join pre-sale calls with Account Executives to provide product support.
Proactively manage relationships and hit KPIs through consistent outreach, retention-focused initiatives, and value delivery.
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.
Synthesize partner feedback into clear, actionable insights 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

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, including trusted advisor framing and senior stakeholder engagement.
Commercial lens for expansion/upsell identification, renewal risk management, and business-value conversations.
Process-disciplined with strong CRM hygiene, well-documented account plans, and consistent follow-through.
Tech-savvy and quick to learn new platforms, with a passion for helping customers adopt and gain value from new tools.
Adaptable, collaborative, and solutions-focused, thriving in a fast-paced environment.

Skills

Customer Success
SaaS
Tech
Communication
Problem-solving
CRM
Account Management
Product Adoption
Retention
Onboarding
Training
Consultative Selling

Location

UK
Remote

Work Type

Remote-first
Full-time

Experience Level

4+ years

Salary/Compensations

Competitive salary

Benefits

25 days annual leave plus bank holidays
Volunteering days
Summer hours
A day off the week of your birthday
Employer-paid private medical insurance
Health cash plan
Cycle to work scheme
Payroll giving
Income protection
Mental health support through Help@Hand

About the Company

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.
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, Be Exceptional, Be Together.
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!

Equal Opportunity

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.