Dayshape is hiring an Enterprise Customer Success Manager to manage a portfolio of complex enterprise accounts. In this role, you will focus on user adoption and driving value through feature usage and optimisation. From onboarding to renewal, you will own the customer journey and the commercial relationship, acting as their strategic advisor to ensure maximum ROI from Dayshape.
What You'll Do
- Manage and host regular customer meetings and calls, meeting customers in-person primarily in the UK and throughout the EU.
- Build a detailed understanding of the customer’s organization to develop and maintain strategic account plans.
- Own the commercial relationship, including hosting QBRs to discuss opportunities for renewals, expansions, or additional services.
- Create, maintain and distribute monthly status reports, health scores and other key metrics.
- Manage stakeholders throughout the customer’s organisation, ranging from super users to C-suite.
- Monitor and encourage product usage, proactively identifying where to provide training or resources to increase adoption and ROI.
- Nurture customers into becoming advocates who can provide testimonials, case studies, or referrals.
- Participate during Dayshape implementation, working closely with the Professional Services team.
- Provide regular training sessions, webinars, or workshops to customers.
- 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 shape the roadmap.
- Proactively communicate any changes or product updates to the customer and collect feedback.
What We're Looking For
- Significant experience working in Customer Success or Account Management with enterprise level customers.
- Experience managing 6 or 7 figure deal sizes and building relationships with executive-level personas.
- Understanding of how complex Professional Services firms operate.
- Experience directly influencing revenue expansion (upsell, cross-sell, relationship expansions).
- Experience designing and delivering strategies that help customers improve product deployment, adoption, engagement, and ROI.
- Experience selling software and/or SaaS.
- Able to challenge customers’ thinking to help them achieve their goals.
- Self-sufficient and able to problem solve with an entrepreneurial and customer-first mindset.
- Able to tailor communication across different functions and levels, including leading webinars and public speaking.
- Accomplished presenter of technical and business solutions.
- Collaborative and able to engage stakeholders and “get the right people around the table”.
- Demonstrable experience improving customer treatment strategies, internal cross-functional alignment, and Customer Success business processes at a high-growth firm.
- Highly organised and able to manage many relationships, projects, and actions concurrently.
Nice to Have
- Experience working with Professional Services or Public Accounting customers.
- Experience working with, implementing or supporting HR/ERP systems such as SAP, Workday etc.
Benefits & Compensation
- Compensation: £50,000 - £60,000 per annum.
- Annual performance-based incentive compensation element.
- 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.
- Paid four week sabbatical in your fifth anniversary year on top of your holiday entitlement.
- Enhanced family leave policies.
- Private healthcare and rewards through Vitality.
- 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 year to participate in volunteer work.
- Regular All Hands meeting for inspiration and over-communication.
- Time out of the working week for team socials each month.
- Genuinely nice, smart people to work with.
Work Mode
This is a hybrid role based in Edinburgh, UK.
We’re a friendly, inclusive, and ambitious team—driven by our values and a shared commitment to success. Equality of opportunity is more than just a responsibility: we believe it’s a 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.
