Senior Customer Success Manager

Description 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 firms globally, our AI-powered resource management platform is helping organizations to achieve extraordinary results. Our enterprise platform stands apart as the only solution that combines advanced 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 and teams—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 important driving force in helping us to do just that.We'rea friendly, inclusive, and ambitious team—driven by our  values  and 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’llwork closely with customers to ensure they maximise the value ofDayshape,identifyingopportunities for optimisation, expansion, and operational improvement. Our focus is on driving measurable value through product usage, adoption, and strategic alignment with customer business outcomes. Whatyou’lldo Lead a portfolio of our most strategic enterprise customers, building long-term partnerships with global leading professional services firms. Act as a trusted advisor to senior stakeholders, helping customers achieve measurable business outcomes and maximise the value of Dayshape. Drive adoption, optimisation, and growth across your accounts through strategic guidance and executive-level engagement. Lead business reviews and strategic conversations, providing insight, challenge, and recommendations that support customers' evolving goals. Identify opportunities to expand our partnerships, helping customers unlock additional value from our platform and services. Proactively navigate complex customer challenges, bringing together cross-functional teams to deliver successful outcomes. Champion the voice of the customer, shaping product direction through feedback, insights, and industry expertise. Build strong customer advocates who contribute to case studies, events, reference programmes, and the wider Dayshape community. About you Significant experiencein 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 andmaintainrelationships 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 Whatyou’llget Salary$110,000-$140,000, dependent on experience 31 days' vacation per year, includingpublic holidays, andincreasing by 1 day each year to a maximum of 38 days. Paid four-week sabbatical in your fifth anniversary year on top of your holiday entitlement. Comprehensive medical, dental and vision benefits Disability andlifeinsurance 401k At least $1,400 per year to spend on professional and personal development. RegularAll Hands meeting for inspiration and over-communication Monthly team events (sometimes in-person, sometimes virtual). Volunteering time – up to 20 hours a year toparticipatein volunteer work. 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.Ideally, we are ideally looking for those based remotely in Austin or in the NJ Tri State Area. 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, and howour customer success function supportsourcustomers.We'redoing well, butthere'slots 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.The deadline for applications isFriday 14thAugust 2026 at 12pm ET. Please note the successful candidate for this role will be subject to background checks and will have an opportunity to declare anything to us beforehand.