Customer Success Manager

The Company
Founded in 2015, ExpenseIn set out to make expense management easier and less frustrating, replacing time-consuming, paper-based processes with a smarter, faster solution. As we grew, we introduced new modules like invoice management, carbon reporting, and volunteer expense claims - all designed to save businesses time and hassle.

Today, we help companies in over 50 countries process more than a million expenses every month. In January 2025, we were acquired by AccountsIQ to bring even more value to finance teams. Together with the AIQ team, we continue to innovate and scale, helping businesses take control of their finances with smarter, more connected solutions.

The Role

Reporting to the Customer Success Team Lead, we’re seeking a Customer Success Manager to join the UK’s leading cloud-based expense management solution. You’ll be responsible for managing and growing customer relationships, with a strong focus on upselling, engagement, retention and account expansion.

This role requires excellent communication, relationship-building and problem-solving skills. You’ll be confident in delivering product training, identifying upsell opportunities, gathering customer feedback and working cross-functionally with internal teams to ensure customers are gaining maximum value from the platform.

We’re seeking a proactive, customer-focused professional who takes ownership and thrives on delivering exceptional customer experiences that drive measurable business impact.

What you’ll be doing

• Identifying opportunities to upsell complementary modules, such as ExpenseIn’s expense card, invoice module and ad hoc module by showcasing their value through tailored demonstrations.
• Proactively monitoring customer engagement through ExpenseIn’s internal tools to identify trends in usage, feature uptake and overall system utilisation.
• Driving account growth by exploring opportunities within group structures, including global linked accounts, parent companies and subsidiaries.
• Building advocacy by requesting and securing customer case studies, reviews and testimonials.
  
• Delivering customer-focused webinars to drive engagement and deepen understanding of specific system features.
• Acting as a liaison between customers and the Support team, helping to investigate and resolve system-related queries or issues.
• Delivering system training to help customers build confidence with the platform, staying up to date with new features and making the most of ExpenseIn’s full functionality.
• Conducting integration demonstrations for existing customers looking to migrate to new accounting systems.
• Collecting internal and customer feedback and recording it in our product management tool (Jira), following up with customers to gather additional insights and supporting continuous improvement.
• Collaborating with the Product team to communicate customer feedback, tracking enhancement requests and following up when requests have been delivered.

What you’ll need

• 3+ years of experience in a Customer Success, Account Management, or client-facing role within B2B SaaS.
• Technical confidence with software – able to understand product functionality in depth and explain complex features.
• A proven ability to build strong, long-term relationships with customers and drive retention and growth.
• Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
• Confidence delivering onboarding, training and ongoing support to a range of customer profiles.
• Strong problem-solving skills with the ability to handle complex queries and escalate appropriately.
• To be a collaborative team player with a passion for helping customers succeed.

Why work with us?
As a forward-thinking, collaborative company, we combine drive, energy, and ambition with a friendly, supportive culture that encourages everyone to do their best work. With a strong focus on growth and expansion, we're poised to elevate both the ExpenseIn product and the level of service we provide to our customers. We’re looking for passionate, talented individuals to join our team as we work together to increase efficiency and add value to ordinary business processes.

Some of our perks

• 25 days annual leave + bank holidays + 1 day off for your birthday
• Service Leave
• Remote working
• Private Health Insurance
• Pension contribution (3%)

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