Client Success Manager - UK Remote

Salary range: £50,000 - £55,000 

Overview

CloudCapcha is reinventing time recording in the accounting world.  

Our revolutionary product, WorkCapcha, is the only intelligent time and activity recording tool that sits inside Microsoft Teams, in the cloud. WorkCapcha captures a user’s digital journey and brings it into the DayBook for simple and accurate conversion to time entries, meaning not only is time recording easy, Firms are capturing the true cost of production.  

Our Client Success team is dedicated to guiding clients through their onboarding journey and beyond. With extensive knowledge, they are pivotal in ensuring clients maximise the potential of WorkCapcha’s features and have a first-class experience.  

The Role  

Reporting directly to the CEO based in the UK, this position holds significant importance in driving our success within the UK market. As we continue to expand our presence in this region, we require a dedicated individual to champion client relationships and serve as the initial point of contact.

Key responsibilities include:  

• Leading Clients through the full onboarding journey to successful adoption. 
• Managing client relationships  
• Providing training to client champions, advocates and end users  
• Creating training materials, enhancing support documents and videos  
• Gathering user feedback to inform the agile continuous development process  
• Collaborating with Product, Sales and Development to enhance the solution 
• Driving user adoption using tools like Navigator  
• Designing and delivering structured change management programs 
• Running and using data insights on client usage to make informed decisions  
• Providing input to the product roadmap  
• Running client focus and feedback groups  

About you  

• At least 3 years’ experience in Client Success roles (preferably within SaaS)  
• Familiarity with the operations of an accounting practice preferred  
• You possess strong attention to detail, particularly in client interactions  
• You’ve successfully managed multiple leading-edge technology projects  
• You have proven experience in driving change management initiatives to deliver measurable user adoption 
• You'll know how to ask questions, interpret the answers and guide our clients and their users into faster and wider adoption of our technology in their Firms  
• You will be accurate and articulate in your written and numeracy skills, and happy with technical language, as with end-user terminology or complex functions in Excel 
• You will be a proficient user of Zendesk, Trello and/or other similar tools 
• You will demonstrate proficiency with data analytics tools like PowerBI for creating and analysing reports  
• You'll be an expert communicator with clients and colleagues  
• You are a mature, self-motivated individual comfortable working independently within your time zone. 
• You will have had experience in a scale-up organisation where your mental agility and adaptability skills were needed - and you enjoyed it. 

While this role is primarily located within the UK time zone, occasional participation in out-of-hours-based meetings may be required due to the Client Firm's location. We will strive to minimise any inconvenience and ensure that meetings are scheduled with careful consideration to minimise disruption. 

At CloudCapcha, we foster a dynamic and inclusive work culture that values innovation, collaboration, and personal growth. As an Accounting-Tech startup, we offer the opportunity to be part of a team shaping the future of the industry.   

Embracing remote work, we prioritise work-life balance, empowering our employees to thrive from any location. Our collaborative environment encourages open communication and teamwork, ensuring that every voice is heard and valued.  We use the EOS “Traction” model in our planning and execution, fitting perfectly with one of our core values of “Honest & Open”. 

At CloudCapcha, we understand the importance of a great working environment and prioritise creating spaces where our employees can excel. We respect and value people's time, offering competitive compensation packages and opportunities for professional development. Join us on our journey to revolutionise the accounting industry and make a meaningful impact with your skills and expertise.