We’re building a growing and evolving Customer Success team focused on becoming a world-class organisation.. As a Customer Success Manager (CSM), you’ll manage a portfolio of small to mid-sized accounting firms and play a key role in helping them get the most value out of their investment in Silverfin.

Your focus is customer value, adoption, retention and growth throughout the full customer lifecycle. From onboarding and helping customers get up and running, to driving meaningful adoption, supporting their evolving needs and ensuring they continue to see the value Silverfin brings to their firm.

You’ll build reliable, long-term relationships across your portfolio and become a partner in your customers’ Silverfin journey. You’ll gain insight into their businesses, raise questions or concerns constructively where needed, and align their goals and growth plans with the right Silverfin solutions.

As your customers’ needs evolve, you’ll also identify opportunities to expand their use of Silverfin. This means combining customer insight with commercial awareness: recognising the right signals, creating value around new opportunities effectively managing them from first conversation through to close.

Ultimately, you’ll be responsible for making the customers in your portfolio successful with Silverfin: turning successful implementations into long-term partnerships, and satisfied customers into engaged Silverfin advocates.

• Customer engagement – Build and maintain meaningful engagement throughout the customer journey, from onboarding and value realisation through to renewal. Create a success plan aligned with the customer’s business goals and facilitate regular business reviews to track progress, demonstrate value and align on next steps.

• Expansion responsibility – Take end-to-end responsibility for expansion opportunities  within your accounts. Identify the right signals, link customer needs to Silverfin’s capabilities, and effectively manage opportunities, and confidently take opportunities from first conversation through to close.

• Community & Advocacy – Build engaged customer communities  and create champions across your accounts and network. Encourage engagement through initiatives such as customer events, webinars and online/onsite workshops, helping customers learn from each other and get more out of Silverfin.

• Product advocacy – Act as the bridge between our customers and product teams. Bring customer feedback, needs and opportunities into Silverfin, while keeping aligned with our product vision, roadmap and investments.

• Adoption & Value – Gain insight into how customers are using Silverfin and where they can unlock more value. Map users, sponsors, champions, use cases and value, and use our maturity model to identify opportunities and guide the customer towards their next stage of growth.

• Customer support – Set clear expectations around support and ensure customers know how to get the right help at the right time. Take responsibility for escalations when needed, bringing the right people together internally to move issues towards resolution.

• Risk management – Anticipate and identify customer risks before they become blockers. Assess their commercial, technical or relationship impact, align on a clear action plan and bring the right stakeholders together to get the customer back on track.

Success in this role means building a healthy, engaged and growing customer portfolio, where customers realise value from Silverfin, continue to adopt the platform and see us as a reliable partner in their business.

You’ll be accountable for:

• Customer value & Adoption – Customers are actively using Silverfin across relevant use cases, are progressing towards their goals and continue to realise tangible value from the platform.

• Retention – Build healthy customer relationships and anticipate potential risks to support high retention and successful renewals across your portfolio.

• Expansion – Identify and convert opportunities to grow the customer’s use of Silverfin, contributing to sustainable revenue growth within your portfolio.

• Customer engagement – Maintain the right level of engagement across your portfolio, with clear success plans, meaningful customer conversations and regular business reviews or check-in meetings where relevant.

• Customer advocacy – Turn successful customers into champions who actively engage with the Silverfin community, share their experiences and advocate for the platform.

• Portfolio management – Take responsibility for the health and performance of your portfolio. Use customer insights, adoption data and commercial signals to prioritise your time and work towards the right outcomes.

• Team contribution – Share customer insights, learnings and best practices with the wider CS team and contribute to continuously improving how we help customers succeed with Silverfin.

Success isn’t about simply completing activities or having more customer touchpoints. It’s about creating measurable outcomes for your customers and for Silverfin, and being accountable for helping achieve them.

• 3+ years of experience in SaaS – Experience in a Customer Success or Account Management role, ideally in a SaaS environment where you’ve managed a portfolio and worked across the full customer lifecycle.

• Commercial experience – Demonstrated experience identifying and developing expansion opportunities, ideally managing the process  end-to-end: from farming and qualifying opportunities to negotiating and closing the deal.

• Accounting industry experience – Experience working with accounting firms or in the accounting/financial services industry is a strong plus. You don’t need to know Silverfin from day one, but understanding our customers and their world will help you get up to speed quickly.

• Language skills – Fluent Dutch is essential. As part of an international organisation, you’ll also need excellent English communication skills, as English is our internal working language.

• Location – This role is based from our Ghent office.

• Customer & commercial mindset – You naturally balance customer value with commercial impact. You know how to build reliable relationships while also recognising when there is an opportunity to grow the partnership.

• Accountability & organisation – You’re comfortable managing a portfolio of customers, prioritising your time and taking responsibility from first signal to outcome.

• Adaptability – You thrive in an environment where things move quickly and change is part of the day-to-day. You’re comfortable with ambiguity, can adjust your approach and see change as an opportunity rather than a blocker.

• Communication & collaboration – You can communicate confidently with different stakeholders, from accounting professionals and decision-makers to technical and internal teams. You know how to involve the right people and help move conversations and projects forward.

• Learning agility – You’re curious, ask questions and pick things up quickly. Coming from another SaaS company or a start-up environment is a plus, as you’ll already be familiar with the pace, accountability and continuous evolution that comes with it.

• Customer-focused – You prioritise the relationship while being comfortable raising questions or concerns when that will help the customer move forward.

• Someone who works well with others and brings their own personality – We’re a large CS team with a wide range of personalities, backgrounds and working styles. We’re looking for someone who is comfortable being themselves, contributes to the team and enjoys working with different types of people.

• Open & cooperative – You’re approachable, open-minded and work effectively across different teams and customer environments.

• Adaptable & comfortable with change – You don’t need everything to be perfectly defined before you get started. You’re comfortable taking responsibility and adjusting when priorities shift.

• Curious & resourceful – You take initiative, look for solutions and continuously look for ways to improve: both yourself and the way we work as a team.