Customer Success Manager

The Customer Success Team is the growth engine of Inflo - realising the value of Inflo for our customers through efficient onboarding, relationship building and proactive achievement of company goals. The CSM is there to build advocacy, grow usage from within and protect against customer churn., As a Customer Success Manager at Inflo, you will be responsible for: Providing a comprehensive and best-in-class onboarding process Project manage the implementation of Inflo into new and existing firms. Working closely with senior staff at accounting firms to understand their challenges and how Inflo can address these. Setting operational and strategic goals for using Inflo and their Digital Audit ambitions with the customer. Monitoring, maintaining momentum and ultimately successfully achieving these goals with and for the customer. Holding regular meetings with customers to maintain solid relationships & ensure that Inflo and the client's goals are aligned. Ensuring the customer is fully versed with the Inflo billing model and how our rate card works, and regular billing discussions secure confidence in Inflo's future revenue forecasts and growth goals. Identifying and acting on growth opportunities within your customer portfolio.
Develop product expertise and collaborate with Subject Matter Experts (e.g., chartered accountants, data scientists, and product managers) to provide customers with in-depth domain and product support. Prescribing appropriate Expert Services solutions to tackle and overcome challenges and complexities. Working with the Product team to bring new features to life and ensure the product is developed per customer needs - i.e., being the "Voice of the Customer." Management of training & support for new customers and users. Occasional support at external shows and events where Inflo has a presence. Apply a data-driven mindset to produce regular MI reporting providing insights across the customer journey.

Experience in customer success, account management, consulting, audit, or data analytics. Excellent communication and interpersonal skills. A comprehensive understanding of technology within the audit & accountancy sector. Good working knowledge of MS Office PowerPoint, Teams, and Excel Experience in public speaking & presenting. Excellent relationship management skills. Understanding of a SaaS business., Previous experience in account management. Experience in technology adoption and implementation. Experience in Project Management. Experience working in financial audit. ACA/ACCA/CPA/CA qualification or overseas equivalent.

Inflo is a fast-paced, agile, and rapidly scaling audit technology company, founded in 2015. Since founding, we have established Inflo as an innovative and impactful tech business, securing a global customer base of high-profile accounting firms.

We are passionate about the accounting profession we serve and focus on driving long-term success, both in our business and those we work with. This has resulted in Inflo's B2B SaaS product winning multiple awards, including International Accounting Bulletin's Accountancy Software of the Year twice, as well as the Queens Award for Innovation 2021. Our technology is even now a part of the ICAEW's ACA examinations and qualification!

The Culture

Inflo was established by former auditors who were motivated to transform their field and liberate auditors from monotonous, repetitive tasks. Who, after all, is eager to manually input invoice details into Excel?

Our team, a collective of enthusiastic, diverse individuals, operates out of three global locations: the US, the UK, and Australia. Each day, our team significantly contributes to both our business and the evolution of the audit industry.

We maintain an optimal balance, embracing the agility and collaborative spirit of a start-up, unencumbered by rigid corporate structures, yet with the stability, resources, and professionalism of an established, international company.

Our core values are the essence of our operations: Science - We experiment and make decisions based on data over intuition Ownership - We empower our people and embrace accountability Openness - We share, challenge and embrace feedback, learning from our successes and failures Speed - We have a bias for action and iteratively solve problems.