Customer Success Manager – Enterprise Accounts, Accounting Firms

Responsibilities

• Manage the day-to-day relationship with the firm's decision-makers and project teams.
• Build and run governance: steering committees, adoption committees, monitoring bodies, and a network of local champions.
• Define and execute data-driven adoption plans (for staff and clients).
• Coordinate execution with Pennylane's internal experts (Product, Support, Ops, Sales, etc.).
• Anticipate risks (satisfaction, deployment, adoption) and implement remediation plans.
• Contribute to the onboarding and use of the Pennylane PA to centralize workflows.

Requirements

• Minimum 5 years' experience.
• In SaaS Customer Success with solid accounting fundamentals (or motivated to develop these skills).
• Or in finance/audit with client relationship management experience (commercial dimension).
• Excellent client relationship skills: ability to reassure, structure engagements, and take a strategic view.
• Assertiveness: clear recommendations, diplomacy and the ability to convince.
• Portfolio management (customer health) and ad-hoc action plans.
• Data analysis: derive insights and prioritize.
• Project management: coordinating multiple stakeholders, rigor, and autonomy.

Core Competencies

Demonstrates expertise in SaaS Customer Success and client relationship management, with a strong foundation in accounting principles and data analysis. Proven ability to manage projects, coordinate stakeholders, and implement effective governance structures.