Customer Success Manager

Що робити

Own activation. Define what an activated user actually is (bank connected, first expenses categorised, first tax estimate seen within 7 days) and drive that rate up through onboarding flows, prompts, emails and direct outreach.
Own retention and churn. Monthly and cohort churn, 30/90-day retention, free-to-paid conversion, upgrade to annual plans, and recovery of failed payments. Know your numbers by cohort and by acquisition channel, and report them weekly.
Work at scale, not one to one. With a subscription at this price point, success has to be delivered one-to-many: lifecycle campaigns, in-app messaging, segmented nudges, webinars and self-serve guides. Reserve direct human contact for the segments where it pays — [annual subscribers, VAT-registered users, higher tiers, and users at risk of churning close to a deadline].
Run the deadline windows deliberately. 31 January, the 5 April year end and quarterly VAT/MTD dates are where retention is won or lost. Users who successfully get through a deadline with us stay; those who fail at it leave permanently. Plan proactive outreach, readiness checks and reminders for those weeks, and prevent the post-January drop-off rather than reporting it afterwards.
Find out why people leave. Run exit surveys, cancellation flows and win-back campaigns. Bring the reasons back with volumes attached — not anecdotes — and push for the product and pricing changes that would fix them.

Fintech, accounting, payroll or tax product experience, or familiarity with Self Assessment, VAT, MTD.
Experience with subscription mechanics: dunning, pauses, downgrades, annual plan migration, win-back.

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