About Company
FreeAgent is an award-winning online accounting software for freelancers, contractors, and small businesses. Based in Edinburgh, Scotland, we’re a remote-friendly company with a mission to make small business accounting simple and stress-free. We believe in empowering our customers to take control of their finances, and we do this through intuitive software, outstanding support, and a commitment to innovation. As part of the NatWest Group, we combine the agility and innovation of a fintech startup with the stability and resources of a major bank. Our culture is built on collaboration, respect, and continuous learning, fostering an environment where every team member can thrive and make a real impact.
Job Description
Are you a passionate advocate for customer success, driven by the desire to help businesses flourish? Do you thrive in a dynamic, remote-first environment where your impact is tangible and valued? FreeAgent is seeking an experienced and empathetic Customer Success Manager to join our growing team, working remotely from anywhere within Scotland.
In this pivotal role, you will be the primary advocate and trusted advisor for a portfolio of our valued small business and accountant customers. Your mission will be to ensure our customers achieve maximum value from FreeAgent, driving product adoption, identifying growth opportunities, and fostering long-term, successful relationships. This isn’t just about problem-solving; it’s about proactively understanding our customers’ unique needs, anticipating challenges, and guiding them towards optimal use of our innovative accounting software. You’ll be instrumental in onboarding new users, conducting regular check-ins, delivering tailored training, and acting as the voice of the customer internally to inform product development and service enhancements.
We’re looking for someone who can blend strategic thinking with hands-on engagement, someone who is comfortable navigating complex accounting concepts (or eager to learn!) and translating technical features into business benefits. You’ll leverage data to understand customer health, identify at-risk accounts, and execute proactive engagement strategies. This remote position offers the flexibility to work from your preferred location across Scotland, while remaining deeply connected to a vibrant and supportive team. You’ll be equipped with all the tools and support needed to excel, including comprehensive onboarding and continuous professional development opportunities. If you’re excited by the prospect of empowering small businesses and contributing to a company that genuinely cares about its customers and employees, we encourage you to apply and help us continue to simplify the world of small business accounting.
Key Responsibilities
- Manage a portfolio of FreeAgent's small business and accountant customers, ensuring their success and satisfaction.
- Proactively onboard new customers, guiding them through initial setup and product adoption to maximise time-to-value.
- Develop and maintain strong, lasting relationships with key stakeholders, acting as a trusted advisor.
- Conduct regular business reviews and check-ins to understand customer needs, identify potential issues, and recommend solutions.
- Educate customers on new product features and best practices to drive deeper engagement and utilisation.
- Identify opportunities for account growth and collaborate with sales/upsell teams where appropriate.
- Serve as the voice of the customer internally, relaying feedback and insights to product, marketing, and support teams.
- Monitor customer health metrics, identify at-risk accounts, and implement strategies for retention and churn prevention.
- Contribute to the continuous improvement of our Customer Success processes and resources.
Required Skills
- 3+ years of experience in Customer Success, Account Management, or a similar client-facing role, ideally within a SaaS company.
- Demonstrable experience managing a portfolio of accounts and driving customer outcomes.
- Excellent communication, interpersonal, and presentation skills, both written and verbal.
- Strong problem-solving abilities and a proactive, customer-first mindset.
- Ability to work independently and effectively in a remote work environment.
- Proficiency with CRM software (e.g., Salesforce, HubSpot) and customer success platforms.
Preferred Qualifications
- Experience with accounting software or a basic understanding of accounting principles.
- Bachelor's degree in Business, Marketing, or a related field.
- Proven track record of improving customer retention and satisfaction metrics.
Perks & Benefits
- Competitive salary and pension scheme.
- Generous holiday allowance, including public holidays and an extra day for your birthday.
- Flexible remote working options within the UK.
- Private medical and dental insurance.
- Life assurance and income protection.
- Enhanced parental leave policies.
- Learning and development budget for professional growth.
- Home office allowance and equipment to set up your ideal workspace.
- Regular social events and team building activities (virtual and in-person when safe/appropriate).
- Employee assistance programme for mental health and wellbeing support.
How to Apply
If you are ready to make a significant impact and join a company that values its people and its customers, we encourage you to apply! Please click on the application link below to submit your CV and a cover letter explaining why you’re the perfect fit for this Customer Success Manager role at FreeAgent.