Senior Customer Success Manager - FinTech

Who we are, what we do & why we do it?

Dext is the market leader in accounting & bookkeeper automation software, trusted by over 500,000 SMBs worldwide. Our suite of tools makes accountants more productive, profitable and powerful. In doing so we give them back the most precious commodity, time, which they can then use to add greater value to their clients.

Dext operates across Europe, North America and APAC, with an expanding SaaS product portfolio. It's a fabulous opportunity to make your mark and join our team in Australia to be part of one of the world's leading FinTech solution providers.

The role - what you’ll do as a Senior Customer Success Manager?

In this role, as the Key Account Customer Success Manager’s focus is the successful adoption & utilisation of Dext’s product suite, ensuring customers gain the maximum return from their investment, resulting in high satisfaction levels and upselling opportunities.

You will ensure customers have access to the tools & resources to achieve their business goals with Dext. As a trusted advisor, you will drive increased user adoption & advocacy at every opportunity. In addition to this, you will have regular touch points with customers, primarily through online meetings & calls, but also customer visits when required.

Your day-to-day will include:

• Working closely with the Key Account Managers to devise monthly plans around minimising churn and promoting expansion.
• Onboarding customers and driving adoption throughout their customer lifecycle
• Develop detailed expertise in the Dext suite of products
• Effectively educate customers on how to both use and implement the Dext suite of products across their practice and client base
• Deliver consultative calls with Key Account customers - advising customers on best practice when implementing Dext, whilst also challenging customers on behaviours that may prohibit successful implementation
• Create and execute adoption plans that empower customers to implement Dext’s suite of products across their practice
• Build a broad network within the key accounts, supporting the team in developing breadth of relationship with their customers
• Proactively deliver value-added data, analytics and insights to key account customers to expand their knowledge of Dext’s products and their own utilisations

• Minimum of 3-5 years experience within a Customer Success Function, ideally within a SaaS company and/or Financial or Professional Services
• Depth of experience working with large/multi-national organisations
• A deep understanding of Customer Success processes and techniques, including all relevant customer KPIs associated with onboarding, adoption and expansion
• Ability to quickly learn new technologies and provide best practice advice to customers in a clear and concise manner
• Excellent communicator, who is confident speaking and presenting to high level and potentially C-suite stakeholders within their customer base.
• Able to prioritise work effectively to maximise time spent with Dext’s customers
• Strong problem solver and thought leader; on top of industry trends and able to provide independent guidance and support to large customers

Desirables

• Experience working in the accounting and book keeping sector
• Experience working towards targets/ quotas
• Able to negotiate win-win scenarios.

What you will be a part of:

We are a highly ambitious, innovative, market-leading FinTech. We are a global, well-funded business but have the dexterity and pace of a scale-up. We are uncompromising in our desire to achieve our best, day-in day-out, and we have three clear values which guide everything we do:

Be Brave - Everyone in the company has a voice to challenge ideas and the status quo.

Be Exceptional - We set high standards for ourselves. We aim to be exceptional at what we do.

Be Together - We are one team. There is no such thing as individual success without team success.

What we will give you - the perks:

• Inclusive and friendly culture
• Competitive salary + Superannuation
• An additional 3 days of annual leave, per year
• Paid Birthday Day Off
• Flexible working (Hybrid) with CBD office
• Health & Wellbeing Allowance
• Private Health Insurance Contribution
• Access to L&D training platforms i.e. LinkedIn Learning
• Regular social team events