Customer Success Manager (UK)

About the role

About us We're Dayshape-an award-winning software scale-up with big ambitions and the momentum to match. Trusted by Big Four and many other top professional services firms globally, our AI-powered resource management platform is helping organizations to achieve extraordinary results. Our enterprise platform stands apart as the only solution that combines advanced AI, real-time project financials, and firm-wide insights to elevate resource management to a strategic function. By driving profitable growth, powering confident decisions, and ensuring satisfied clients and teams-we're helping our customers build strong organisations and careers for the long term. Why our customers love Dayshape: We help professional firms optimise margins and increase revenue, unlocking access to more profitable work. We provide complete operational visibility today and the tools to confidently predict tomorrow. We empower firms to be where top talent wants to work and where top clients want to buy from. Recognised as Scotland's fastest-growing tech company in the Deloitte Technology Fast 50 for three consecutive years, we've consistently proven our ability to innovate and deliver real impact-and we're always looking for like-minded people to join us. At Dayshape, our purpose is to improve people's working lives, and our culture is an important driving force in helping us to do just that. We're a friendly, inclusive, and ambitious team-driven by our values and a shared commitment to success. If you're ready to join a fast-growing, high-impact company that's reimagining resource management, then let's talk. About the role Due to continued growth, we are now looking for a new Customer Success Manager to join our team. The Customer Success Manager (CSM) will manage a portfolio of complex, strategic accounts that require strong relationship management and a consultative approach. Typically managing a portfolio of 7-9 accounts, this role focuses on driving customer adoption, retention, growth, and long-term value realisation. From onboarding through to renewal, you will own the end-to-end customer journey and act as the primary post-sale relationship owner and trusted advisor. You'll work closely with customers to ensure they maximise the value of Dayshape, identifying opportunities for optimisation, expansion, and operational improvement. Our focus is on driving measurable value through product usage, adoption, and strategic alignment with customer business outcomes. What you'll do Manage and host regular customer meetings and calls, meet customers in-person at various points throughout the year, primarily in the UK and Europe. Build a detailed understanding of the customer's organisation to develop and maintain strategic account plans, identifying opportunities for ARR growth, renewal or adoption risks, relationship expansion, executive engagement, and strategies to improve customer satisfaction. Own the commercial relationship with the customer including hosting QBRs and using these to discuss key opportunities relating to upcoming renewals, expansions or additional countries that may require Dayshape's services. Create, maintain and distribute monthly status reports, health scores and other key metrics. Manage stakeholders throughout the customers organisation, ranging from super users, product owners, resource managers, and C-suite (including CIO). Monitor and encourage product usage, proactively identifying where to provide training or resources to increase adoption and help customer stakeholders to measure their ROI. Nurture customers into becoming advocates who can provide testimonials, case studies, or even referrals. Participate during Dayshape implementation, working closely with the Professional Services team. Provide regular training sessions, webinars, or workshops to customers to ensure they are maximizing their use of Dayshaoe and to showcase new features. Align internal resources to drive outcomes with your customers, including stakeholders in Product, support, and operations. Provide a feedback loop to our Product department to help them better understand customer needs and shape the roadmap accordingly, ensuring our enhancement backlog is appropriately prioritized and representative of the needs of all our customers. Proactively communicate any changes or product updates to the customer and collect and share feedback as the voice of the customer within Dayshape. About you Significant experience in Customer Success or Account Management, managing enterprise or complex customer relationships (ideally within the SaaS or software space) Strong commercial acumen, with experience supporting renewals, expansions, and revenue growth Proven ability to build and maintain relationships with executive-level stakeholders Experience driving product adoption, engagement, and measurable customer outcomes Ability to manage multiple complex projects and stakeholders simultaneously, with strong organisational skills Excellent communic

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