Customer Success Manager NL (Accounting Knowledge Required)

Customer Success /
Payroll /
Who we are?

Silverfin is a cloud first solution that enables accountants to streamline significant parts of their workload and spend more time on value adding activities.

Silverfin solves a very real problem: it automates a large chunk of the repetitive tasks that people working in financial services spend their time on and improve communication with their customers.

Recognised as an industry leader, we have picked up many accolades, including in 2021 winning Deloitte Belgium’s Technology Fast 50 award for most sustainable growth - an award given to the company with the best percentage growth over the last four years.

Our headquarters is in Ghent Belgium, from where we have successfully launched activities in BeNeLux and the UK. From all our offices and via our remote teams, we’re serving a strongly growing customer base, including the big 4, in 15 countries with 180+ colleagues. Since November 2023 we are proudly part of  Visma - the European leader in mission-critical cloud software, enjoying the power of the Visma brand and resources whilst retaining business autonomy and go-to-market freedom.

At Silverfin, we're an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. 
We're committed to elevating talent by creating an environment where we can all thrive together. So if you think you have what it takes, but don't necessarily check every single box, please consider applying. We'd love to hear how you might contribute to our mission and our team.

How would you support our success?

As a Customer Success Manager,  your main responsibility is to expand the relationships with our existing customers by helping and guiding customers to get the most out of our solution. It's your goal to optimise the customer's experience and build long term client relationships by proactively managing the entire customer lifecycle: from onboarding, to the adoption phase and to renewal. The key to our success is through the ability to be a Trusted Advisor to our customers. 

This role will be to focus on our key accounts in the Netherlands, who are the major or prominent accounting firms. We are growing our footprint in the Netherlands so have to be a fast-learner, tech-savvy, forward-thinking, solutions-driven, professional and tenacious. We are still carving out the way we work, so you will also need to be a strong team player and able to transition between customer success (e.g customer adoption) and customer account management (e.g. commercial amendments & renewals) as needed.  

A successful Customer Success Manager will need to understand and identify industry pain points and trends. The know-how that you bring will help you to articulate exactly how our solution can address those needs. You will play a key role by being the face of Silverfin towards our customers, but also the voice of our customers within Silverfin. Your customer feedback will be communicated with our Product and Development teams in order to ensure we are continuously improving our offering. This will involve a high-touch relationship consisting of onsite and virtual meetings that cover customer onboarding, training and support. You will provide sales support by leveraging your expertise to assist in sales cycles and nurturing customer relationships.

Your responsibilities

    • Build a trustworthy relationship with our customer base
    • Acting as the main point of contact for our customers and the primary liaison between the customer and our product teams
    • Leading onboarding processes and delivering training for new customers
    • Leading customers through digital transformation projects with a clear view of customer objectives in order to achieve maximum usage and deliver superior customer experience including the identification of any change resistance
    • Assisting with the basic set-up and customisation of the Silverfin environment
    • Monitoring usage, proactively contacting customers and delivering training to maximise usage 
    • Creating amendments & renewal agreements
    • Collaborate with the Marketing and Technology departments to execute the aligned strategy (e.g. launching campaigns...)
    • Acting as the customer's voice and providing feedback to Product & Business Solutions on how we can better serve our customers

Experience and Qualifications

    • Accountancy experience essential, either from working in practice or in a similar supportive role within the industry
    • Demonstrable passion for Customer Success and driving change in the industry through the use of technology
    • Big Plus but not required: experience in software sales, pre/post-sales, consulting, account management, service delivery and/or customer success management

Skills and Knowledge

    • Excellent organisation, project management and time management skills
    • Excellent communication and interpersonal skills, with the ability to positively influence customers
    • Strong commercial acumen
    • Fluency in Dutch and English essential

Attitude and personality-related traits

    • The willingness to take a role that sits outside of your comfort zone, a can-do mentality and eagerness to learn
    • Passionate about helping customers maximise the benefits of Silverfin
    • Creative, engaging and enthusiastic

What's in it for you?

    • The opportunity to help build a fast-paced and internationally growing Fintech Company,  proudly part of Visma - the European leader in mission-critical cloud software
    • Regular team activities during and after work
    • Collaborate with a team of dedicated professionals, passionate about what they do, in a dynamic and evolving environment.
    • Monthly Company-wide Wellbeing Days off (Reviewed Annually)
    • Growth opportunities and personal training allowance
    • Cool office spaces in Belgium (Ghent), UK (London - Old Street / Shoreditch), Netherlands (Gouda) and Luxembourg 
    • Fair salary package, lot’s of flexibility, and great additional benefits