Senior Customer Success Manager - Team Lead (US)

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 optimize 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 national or regional organizations, 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 7+ 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.  

You will lead and grow the team managing the ongoing commercial relationship with our customers, including responsibility for renewals and increasing revenue. The team is spread across the UK and US and each CSM has a small number of accounts and have the time and space to really get know our customers and their business processes, focusing on user adoption and driving value via feature usage and optimization.  

You will be taking Customer Success to the next level, using your experience of setting up and growing a Customer Success function, ensuring clear measurable objectives are set across the department and building scalable processes to help us grow effectively in partnership with customers.   

You will also have some 'hands on’ customer success responsibilities for our highest value customers.  

What you’ll do

As Team Lead:  

• Help to create the building blocks of the department – the processes and playbook of how Dayshape does Customer Success in a scalable manner. 
• Ensure customer health metrics are improving with success plans being delivered.
• Define team and individual objectives that are measurable and aligned to the appraisal process. 
• Line manage the customer success team, including weekly 1:1s, reviewing progress, providing feedback and career development support to the team, coaching and mentoring.  
• Drive increased ARR and revenue opportunities aligned to company strategy. 
• Be a Dayshape ambassador able to deal confidently with customer escalations.  
• Ensure the value proposition is fully documented for all customers and the team can supply customer references when requested to support the sales process.
• 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. 
• Manage the overall North Star Metric (user numbers), the subscription renewals process, and run/manage/monitor other critical KPIs.

As team player:  

• 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 services.  
• Develop and maintain a detailed understanding of the customer’s organization, 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 US and possibly internationally. 
• Create, maintain and distribute monthly status reports, health scores and other key metrics. 
• Manage stakeholders throughout the customers organization, 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 our customer product owners and other key stakeholders to expand usage and help them measure their ROI. 

About you

• Highly motivated by ensuring our customers are successful and get the most out of the product, driving revenue opportunities.
• Able to challenge customers’ thinking in order to help them achieve their goals, taking