Customer Success Specialist

Job Description Position: Customer Success Manager – UK Tax & Accounting Location:

Gandhinagar / Ahmedabad Employment Type:

Full-Time Work Timings:

10:30 AM – 7:30 PM IST Experience:

3–7 Years Industry:

KPO / Outsourcing / Taxation / Accounting About the Role We are looking for an experienced

Customer Success Manager

with strong knowledge of

UK Taxation and Accounting

to manage and strengthen relationships with accounting firms, tax practices, and enterprise clients across the UK. The role will focus on

client onboarding, relationship management, service adoption, client retention, issue resolution, and identifying opportunities for account growth . The ideal candidate should have strong communication skills, a client-centric approach, and a good understanding of UK accounting and taxation practices. Key Responsibilities 1. Client Relationship Management Manage strategic relationships with UK-based accounting firms, tax practices, and enterprise tax teams. Conduct regular client check-ins and understand customer requirements, concerns, and feedback. Build strong, long-term relationships with key stakeholders. Effectively escalate client issues and coordinate with internal teams to ensure timely resolution. 2. Client Onboarding & Portal Adoption Support new clients throughout the onboarding process. Conduct portal walkthroughs, product demonstrations, and training sessions. Ensure clients are comfortable using the platform for queries, job submissions, and tracking. Drive early engagement and platform adoption to minimize post-onboarding drop-offs. 3. Client Health & Retention Monitor client dashboards, pending activities, delayed queries, and engagement levels. Categorize accounts based on health status such as

Green / Amber / Red . Proactively identify and address client risks, concerns, and potential churn indicators. Work closely with internal teams to resolve communication, delivery, and expectation gaps. Support renewal strategies with a focus on client retention, particularly during busy tax seasons. 4. Performance & Reporting Prepare and present

MBR, QBR, and EBR

reports and insights for clients. Track key customer success metrics including

NPS, CSAT, renewal rates, and client engagement . Identify trends and provide actionable insights to improve customer experience. Provide leadership with early-warning signals for at-risk accounts. 5. Cross-Functional Collaboration Collaborate with bookkeeping, accounting, tax, and delivery teams to resolve client concerns. Partner with

Farming / Account Management teams

on renewals, upselling, and cross-selling opportunities. Communicate structured client feedback to internal teams for continuous process and service improvement. Coordinate across functions to ensure seamless service delivery and customer experience. Required Qualifications & Experience 3–7 years of experience

in Customer Success, Account Management, Client Relationship Management, KPO, BPO, Outsourcing, or Taxation. Experience working with

UK-based accounting, tax, or professional services clients

is preferred. Strong understanding of

UK Taxation and Accounting practices . Familiarity with accounting, taxation, bookkeeping, CRM, or client management platforms. Bachelor’s or Master’s degree in

Commerce, Accounting, Finance, Business Administration, or a related field

— B.Com / M.Com / MBA or equivalent. Excellent

written and verbal English communication skills . Strong client relationship and stakeholder management skills. Analytical, proactive, organized, and client-centric approach. Ability to manage multiple client accounts and priorities simultaneously. Strong problem-solving and escalation-management skills. Key Skills Customer Success | Client Relationship Management | Account Management | UK Taxation | UK Accounting | Bookkeeping | Client Retention | Client Onboarding | Customer Experience | Stakeholder Management | NPS | CSAT | QBR | MBR | EBR | Renewals | Upselling | Cross-selling | Escalation Management | KPO | Outsourcing What We Offer Opportunity to work with leading

UK accounting and tax firms . Exposure to international clients and global accounting practices. Opportunity to work in a fast-growing global environment. Clear career growth and development opportunities. Cross-functional exposure across Customer Success, Accounting, Tax, Delivery, and Sales. A role with direct impact on

client satisfaction, retention, and business growth . Job Details ParticularsDetails Position Customer Success Manager – UK Tax & Accounting Experience 3–7 Years Location Gandhinagar / Ahmedabad Work Model Full-Time Working Hours 10:30 AM – 7:30 PM IST Client Market UK Industry KPO / Accounting / Taxation / Outsourcing