Senior Customer Success Manager

Who we are?
Silverfin is a cutting-edge cloud software solution built by accountants, for accountants. 
Founded in 2013, Silverfin was created to solve the frustrations of manual, error-prone processes in analysing financial data and compliance. From day one, we’ve been a cloud-first platform with an open API architecture, leveraging structured data to transform how accountants work.
Our mission is simple: to enhance and support the accountancy profession through AI and automation, ensuring accountants remain relevant and respected in the future of finance.
In 2023, Silverfin became part of the Visma Group, joining one of Europe’s leading providers of cloud software. This partnership strengthens our ability to innovate and expand our impact within the accountancy industry.
Today, Silverfin is trusted by over 930 firms across 16 countries. Our clients include all of the Big 4 accounting firms, as well as leading global networks like BDO, PKF, Baker Tilly, Grant Thornton, and Moore.
Headquartered in Ghent, with offices in London, Luxembourg, Gouda (NL), and Mont-Saint-Guibert, we’re a team of over 180 people - including a diverse remote engineering team working across multiple time zones - all working together to drive innovation in accounting.
How would you support our success?
We have an exciting opportunity to work in a growing and evolving Customer Success Team, with aspirations of becoming a truly world class organisation. As a Senior customer Success Manager (CSM) for the Walloon market, your key focus is to drive value, adoption and retention of your customers investment. Success of this role is defined by the customer deriving consistent value from Silverfin, resulting in the renewal and growth of their investment over time. As a CSM you will build a strong internal network, partnering and collaborating closely with the wider team to ensure the customer receives best in class engagement.

Your responsibilities

• Engagement Cadence – Maintain a regular engagement cadence with the customer and customer executives that covers all phases of the post‐purchase customer journey from Onboarding to Value Realisation to Renewal. Create a Success Plan that outlines the customer’s business goals and adoption activities needed to meet that goal. Lead regular Business Reviews to track progress against the customer’s goals.
• Building Community – Driving engagement and champions across the broader customer network, and leading initiatives such as events.
• Product Advocacy – Act as the bridge between the customer and Silverfin’s product teams by understanding the customer’s needs, the impact it will have on their business and communicate that internally. Communicate Silverfin’s product investments back to the customer and the value it will add to the customer.
• Adoption Metrics – Leverage data to track the success of your adoption activities. This will include creating an Adoption Map laying out the groups of users leveraging Silverfin, the key sponsors, champions, use cases and value that Silverfin is providing. Conduct capability assessments using our customer maturity model to understand where the customer is on their journey of adopting Silverfin and identify areas the customer needs to invest in.
• Support Advocacy – Work closely with the customer and internal support teams to manage expectations based on their support agreement with Silverfin. When necessary, act as the point of escalation for customer support issues.
• Risk management – Proactively engage with the customer, ensuring any risks are identified as early as possible, what their commercial or technology impact could be, and clear action plans are devised to overcome.

Experience and Qualifications

• Previous experience as a Customer Success Manager, Account Manager or in a consultative role. 
• Experience working with (or for) Enterprise customers in the accounting/financial services is highly desirable, however we will consider candidates from another easily transferable industry.

Skills and knowledge

• Strong organisational skills. Proven ability to prioritise and maintain a system for proactively managing multiple customers, projects and requests, for creating and managing a plan, and for keeping your ad-hoc teams organised too.
• Strong commercial acumen. Ability to access risk indicators, devise proactive action plans to overcome. Confident in managing expectations, investigative questioning and adapting in pressure situations.
• Excellent communication skills: Proven ability to communicate effectively across the experience / management spectrum, translate between technical and non‐technical teams, and can empathetically communicate a c