Customer Success Lead (AccounTech)
UK Remote
£50,000 – £65,000
Company Overview
A fast-growing SaaS business supporting UK accounting firms is transforming how AML compliance is managed. The platform streamlines client onboarding, ID verification, risk assessments, monitoring, and training, enabling firms to remain compliant with significantly reduced administrative burden.
The business is focused on delivering a seamless, efficient, and confidence-driven compliance experience, and is now looking to strengthen its Customer Success function.
Role Overview
The Customer Success Lead will take full ownership of the post-sale customer journey, from closed won through to successful onboarding, adoption, and long-term retention.
This is a hands-on, commercially minded role, focused on driving customer engagement, delivering effective onboarding and training, and building scalable processes that ensure consistent customer outcomes. The position requires a proactive individual who can bring structure to evolving processes while maintaining a strong customer-first mindset.
Key Responsibilities
- Own the end-to-end onboarding experience, from handover through to successful adoption
- Drive a high volume of onboarding interactions, prioritising live sessions over email where possible
- Deliver clear, practical, and engaging onboarding and training sessions
- Support customers in onboarding their own clients efficiently and effectively
- Manage customer support processes, with a focus on scalability and autonomy
- Develop and enhance customer education resources, including online training and help centre content
- Maintain a commercial mindset across all customer interactions, focusing on outcomes and value
- Build and refine systems and processes to reduce cost-to-serve
- Collaborate cross-functionally with Sales and Product teams to improve the overall customer journey
- Leverage data to continuously improve onboarding, support, and retention performance
Required Skills and Experience
- Experience in a customer-facing SaaS role such as Customer Success, Onboarding, Implementation, Account Management for Accounting or AML Focused Software vendors.
- Strong communication skills with confidence leading customer meetings
- Commercial awareness with a focus on measurable outcomes
- Structured and process-driven approach to problem-solving
- Technical confidence, including the ability to work with data (e.g. CSV files)
- Proactive mindset with the ability to drive momentum and follow through on actions
Desirable Experience
- Exposure to accounting firms, compliance workflows, AML, KYC, identity verification, or workflow software
- Experience operating in a scaling SaaS environment
Why Join
- This is an opportunity to play a key role in shaping the customer experience within a growing SaaS business solving a real and pressing problem for accounting firms. The position offers high impact, autonomy, and the chance to build scalable customer success processes from the ground up