Customer Success Manager — Key Accounts, Accounting Firms

• Manage the day-to-day relationship with firm decision-makers and project teams.
• Build and run governance: steering committees (COPIL), adoption committees, monitoring bodies, and a local ambassador community.
• Define and execute adoption plans (employees + clients) based on data.
• Coordinate execution with Pennylane internal experts (Product, Support, Ops, Sales, etc.).
• Anticipate risks (satisfaction, rollout, adoption) and implement remediation plans.
• Help embed and drive the use of the Pennylane PA to centralize workflows.

Requirements

• Minimum 5 years of experience
• Experience in SaaS Customer Success with a solid accounting background (or motivated to develop this expertise)
• Or experience in finance/audit with client relationship management (commercial component)
• Excellent client relationship skills: ability to reassure, structure discussions, and gain perspective.
• Assertiveness: deliver clear recommendations with diplomacy and the ability to persuade.
• Portfolio management (customer health) and ad-hoc action planning.
• Data analysis: extract insights and set priorities.
• Project management: coordinate multiple stakeholders with rigor and autonomy.

Core Competencies

Demonstrates expertise in SaaS Customer Success and client relationship management, with a strong focus on data analysis and project management to drive adoption and satisfaction. Capable of building governance structures and coordinating cross-functional teams to ensure effective execution of strategies.

Tools & Technologies

• Pennylane PA

Hard Skills

• Data Analysis
• Project Management
• Portfolio Management
• Governance Structure Development
• Risk Anticipation and Remediation

Soft Skills

• Client Relationship Skills
• Assertiveness
• Diplomacy
• Persuasion
• Communication

Industry Keywords

• SaaS
• Accounting
• Finance
• Audit
• Stakeholder Coordination