Enterprise Customer Success Manager (UK)

at  Dayshape

ABOUT US

We’re an award-winning enterprise software scale-up with high ambitions for growth. We recently won the ScotlandIS Digital Tech Enterprise 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 50 countries across five continents. Our target customers are global firms, international networks, and large nationwide 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.

WORKING DETAILS

This is a full-time role (37.5 hours per week). We typically work from 09:00 - 17:30 from Monday to Friday, though we can be flexible around this, just let us know.
We’re ideally looking for someone in/around Edinburgh, though we’re open to the possibility of this being a remote role (as long as you’re in the UK). We’re making the most of hybrid working, so you won’t need to come into the office everyday (unless you want to!).
We don’t mandate required office time, but we find that most of the team enjoy working from home 2-3 days a week, and come into our office to connect with each other, make use of space, and for meetings.

ABOUT THE ROLE

We are incredibly proud that over 7+ years we have not experienced customer churn; working as our customers strategic advisors to ensure they’re getting maximum ROI from Dayshape is crucial to maintaining that achievement.
Our focus is on user adoption and driving value via feature usage and optimisation.
The Enterprise CSM will manage a portfolio of complex accounts that require strong relationship management and a consultative approach.

WHAT YOU’LL DO

• Manage and host regular customer meetings and calls, meet customers in-person at various points throughout the year, primarily in the UK and Europe
• Build a detailed understanding of the customer’s organization to develop and maintain strategic account plans, identifying opportunities for ARR growth, renewal or adoption risks, relationship expansion, executive engagement, and strategies to improve customer satisfaction
• Own the commercial relationship with the customer including hosting QBRs and using these to discuss key opportunities relating to upcoming renewals, expansions or additional countries that may require Dayshape’s services
• 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)
• Monitor and encourage product usage, proactively identifying where to provide training or resources to increase adoption and help customer stakeholders to measure their ROI
• Nurture customers into becoming advocates who can provide testimonials, case studies, or even referrals
• Participate during Dayshape implementation, working closely with the Professional Services team
• Provide regular training sessions, webinars, or workshops to customers to ensure they are maximizing their use of Dayshape and to showcase new features
• Align internal resources to drive outcomes with your customers, including stakeholders in Product, support, and operations
• Provide a feedback loop to our Product department to help them better understand customer needs and shape the roadmap accordingly, ensuring our enhancement backlog is appropriately prioritized and representative of the needs of all our customers
• Proactively communicate any changes or product updates to the customer and collect and share feedback as the voice of the customer within Dayshape