Customer Success Manager (UK)

About us

We'reDayshape-an award-winning software scale-up with big ambitions and the momentum to match. Trusted by Big Four and many other top professional services firmsglobally, our AI-powered resource management platform is helping organizations to achieve extraordinary results.

Our enterprise platform stands apart as the only solution that combinesadvanced AI, real-time project financials, and firm-wide insights to elevate resource management to a strategic function. By driving profitable growth,powering confident decisions,and ensuring satisfied clients andteams-we'rehelping our customers build strong organisations and careers for the long term.

Why our customers loveDayshape

• We help professional firms optimise margins and increase revenue, unlocking access to more profitable work.

• We provide complete operational visibility today and the tools to confidently predict tomorrow.

• We empower firms to be where top talent wants to work and where top clients want to buy from.

Recognised as Scotland's fastest-growing tech company in the Deloitte Technology Fast 50 for three consecutive years,we'veconsistently proven our ability to innovate and deliver real impact-andwe'realways looking for like-minded people to join us.

AtDayshape, our purpose is to improve people's working lives, and our culture is an importantdriving force in helping us to do just that. We'rea friendly, inclusive, and ambitious team-driven by ourvaluesand a shared commitment to success. Ifyou'reready to join a fast-growing, high-impact companythat'sreimagining resource management, thenlet'stalk.

About the role

Due to continued growth, we are now looking for a new Customer Success Manager to join our team. The Customer Success Manager (CSM) will manage a portfolio of complex, strategic accounts that require strong relationship management and a consultative approach. Typically managing a portfolio of 7-9 accounts, this role focuses on driving customer adoption, retention, growth, and long-term value realisation.

From onboarding through to renewal, you will own the end-to-end customer journey and act as the primary post-sale relationship owner and trusted advisor. You'll work closely with customers to ensure they maximise the value of Dayshape, identifying opportunities for optimisation, expansion, and operational improvement.

Our focus is on driving measurable value through product usage, adoption, and strategic alignment with customer business outcomes.

What you'll do

• Manage and host regular customer meetings and calls, meet customers in-person at various points throughout the year, primarily in the UK and Europe.

• Build a detailed understanding of the customer'sorganisationto develop andmaintainstrategic account plans,identifyingopportunities for ARR growth, renewal or adoption risks, relationship expansion, executive engagement, and strategies to improve customer satisfaction.

• Own the commercial relationship with the customer including hosting QBRs and using these to discuss key opportunities relating to upcoming renewals, expansions oradditionalcountries that may requireDayshape'sservices.

• Create,maintainand distribute monthly status reports, healthscoresand other key metrics.

• Manage stakeholders throughout the customers organisation, ranging from super users, product owners, resource managers, and C-suite (including CIO).

• Monitor and encourage product usage, proactivelyidentifyingwhere to provide training or resources to increase adoption and help customer stakeholders to measure their ROI.

• Nurture customers into becoming advocates who can provide testimonials, case studies, or even referrals.

• Participate duringDayshapeimplementation, working closely with the Professional Services team.

• Provide regular training sessions, webinars, or workshops to customers to ensure they are maximizing their use ofDayshaoeand toshowcasenew features.

• Align internal resources to drive outcomes with your customers, including stakeholders in Product, support, and operations.

• Provide a feedback loop to our Product department to help them better understand customer needs and shape theroadmapaccordingly, ensuring our enhancement backlog is appropriately prioritized and representative of the needs of all our customers.

• Proactively communicate any changes or product updates to the customer and collect and share feedback as the voice of the customer withinDayshape.

About you

• Significant experience in Customer Success or Account Management, managing enterprise or complex customer relationships (ideally within the SaaS or software space)

• Strong commercial acumen, with experience supporting renewals, expansions, and revenue growth

• Proven ability to build and maintain relationships with executive-level stakeholders

• Experience driving product adoption, engagement, and measurable customer outcomes

• Ability to manage multiple complex projects and stakeholders simultaneously, with strong organisational skills

• Excellent communication and presentation skills, with the ability to influence and challenge constructively

• A proactive, customer-first mindset with strong problem-solving capabilities

• Ability to work cross-functionally and bring together internal stakeholders to deliver results

Bonus points if you have

• Experience working with Professional Services or Public Accounting firms

• Experience with SaaS platforms, HR/ERP systems, or enterprise software solutions

• Experience improving customer success processes within a high-growth or scaling business

What you'll get

• Base salary £40,000- £50,000dependent on experience

• At least £1,000 per year to spend on professional and personal development

• 33 days' holiday per year (including bank holidays), increasing by 1 day each year to a maximum of 40 days

• Paidfour weeksabbatical in your fifth anniversary year on top of your holiday entitlement

• Enhanced family leave policies

• Private healthcare and rewards through AXA

• Income protection and death in service cover

• Matched 5% auto-enrolment workplace pension scheme

• Access to wellbeing offerings, such as our Employee Assistance Programme and a dedicated counselling service

• Innovation Week twice a year - a chance to experiment and work off-project

• Volunteering time - up to 20 hours a yeartoparticipatein volunteer work

• RegularAll Hands meeting for inspiration and over-communication

• Time out of the working week for team socials each month, with a mix of in-person and virtual options: past events include hiking, family BBQs, boardgamesand at-home cocktail classes!

• Genuinely nice, smart people to work with, who are excited about growing our company

Working Details

This is a full-time role (37.5 hours per week). We typically work from 09:00 - 17:30 from Monday to Friday, though we can be flexible around this, just let us know.

We'reideally looking for someone in/around Edinburgh, thoughwe'reopen to the possibility of this being a remote role (as long asyou'rein the UK).We'remaking the most of hybrid working, so youwon'tneed to come into the office everyday (unless you want to!).

Wedon'tmandate required office time, but we find that most of the team enjoy working from home 2-3 days a week, and come into our office to connect with each other, make use of space, and for meetings.

Join the team

Equality of opportunity is more than just a responsibility: we believeit'sa huge advantage to welcome a variety of experiences and perspectives into the team. Diversity is a great asset and, as such, we strongly encourage applications from any background.

This is your opportunity to really influence how we get things done as we achieve our ambitions as part of the overall growth strategy.We'redoing well, butthere'sslots more to doin order tomaintainthe high bar and pace thatwe'veset.

Everyone here is growing personally as the company grows, so if that sounds like somethingyou'dlike to be part of,we'dlove to see your application.