Customer Success Manager - Luxembourg at silverfin

Who we are? Silverfin is a cutting-edge cloud software solution built by accountants, for accountants.  Founded in 2013, Silverfin was created to solve the frustrations of manual, error-prone processes in analysing financial data and compliance. From day one, we’ve been a cloud-first platform with an open API architecture, leveraging structured data to transform how accountants work. Our mission is simple: to enhance and support the accountancy profession through AI and automation, ensuring accountants remain relevant and respected in the future of finance. In 2023, Silverfin became part of the Visma Group, joining one of Europe’s leading providers of cloud software. This partnership strengthens our ability to innovate and expand our impact within the accountancy industry. Today, Silverfin is trusted by over 1000 firms across 18 countries. Our clients include all of the Big 4 accounting firms, as well as leading global networks like BDO, JTC, PKF, Baker Tilly, and Grant Thornton. Headquartered in Ghent, with offices in London, Luxembourg, Mont-Saint-Guibert, and Gouda (NL), we’re a team of over 200 people - including a diverse remote engineering team working across multiple time zones - all working together to drive innovation in accounting. How would you support our success? As a Customer Success Manager (CSM), you are responsible for ensuring that our customers derive maximum value from our product. You build and maintain strong relationships with our most strategic customers, drive adoption and retention, and provide thought leadership within the CSM team. You work closely with our largest and most complex customers to understand their business needs and ensure they are fully leveraging the value of our product. You act as a trusted advisor and strategic partner, while also playing a key role in shaping how Customer Success operates at scale. Your responsibilities • Driving customer success and growth Develop and implement customer success strategies that drive adoption, satisfaction, and retention among our largest customers. • Contributing to cross-functional initiatives Contribute to project-based topics related to marketing and product on an ad-hoc basis. • Championing the voice of the customer Communicate customer needs, challenges, and successes to internal teams, working closely with Product to share feedback and with Marketing to help create impactful customer-facing content. • Building scalable processes Identify trends, develop best practices, and help establish scalable processes. What would success look like? • Deliver measurable value to your customers Your portfolio of large and strategic accounts consistently achieves high product adoption, strong satisfaction/health scores, and renewals in line with company goals. • Act as a trusted advisor Customers see you as a partner who understands their business, proactively identifies opportunities, and helps them realise measurable outcomes through Silverfin. • Contribute to key initiatives You take ownership of project-based or domain-specific topics (e.g. Personal Income Tax) that enhance our processes, knowledge base, or customer experience. • Strengthen internal collaboration You’re a reliable link between Customer Success, Product, and other teams, ensuring customer insights directly influence product improvements and go-to-market strategies. • Champion scalable success You identify trends, propose improvements, and help implement playbooks or tools that make the CSM function more efficient and impactful. • Lead with accountability and autonomy You take ownership of outcomes, manage your priorities effectively, and deliver results without constant direction. • Contribute to our culture You embody a growth mindset, support your peers, and help foster a team environment built on trust, curiosity, and continuous improvement. What will support your success? Experience and Qualifications • Bachelor’s or Master’s degree in Business Administration, Finance, Accounting, Information Systems, or a related field. • Minimum 2 years of professional experience, preferably in Customer Success, Account Management, Consulting, or Implementation within a SaaS environment (strong asset). • Experience working with B2B clients, ideally within professional services, accounting, finance, or fintech ecosystems. • Proven ability to manage a portfolio of customers and support them throughout their lifecycle (onboarding, adoption, expansion, renewal). • Experience with CRM and customer success tools (e.g. Salesforce, Planhat, HubSpot, Gainsight or similar) is a plus. • Experience in project coordination or product implementation is considered an advantage. Skills and knowledge • Strong customer relationship management and stakeholder engagement skills. • Ability to understand customer workflows and business challenges, and translate them into product usage and value. • Solid communication and presentation skills, both written and verbal. • Ability to drive product adoption and customer engagement, including training sessions, demonstrations, and follow-ups. • Good understanding of SaaS business models (subscription, renewals, upsell/expansion, adoption metrics). • Strong problem-solving and analytical skills to diagnose issues and coordinate solutions with internal teams. • Ability to prioritise and manage multiple customers/projects simultaneously. • Comfortable working in a multilingual and international environment, typical of the Luxembourg market. • Basic understanding of accounting, financial reporting, or fintech solutions is a plus. • Fluency in English and French. Fluency in German isn’t a hard requirement but could be a big plus. Attitude and personality-related traits • Customer-first mindset with a genuine desire to help clients succeed. • Proactive and solution-oriented, able to anticipate customer needs. • Structured and organised, capable of managing multiple priorities. • Curious and eager to learn, especially about technology, SaaS platforms, and customer workflows. • Collaborative team player, able to work closely with sales, product, and support teams. • Resilient and adaptable in a fast-growing and evolving environment. • Strong sense of ownership and accountability for customer outcomes. • Comfortable with change, feedback, and continuous improvements. We Care For You • Be part of something bigger - Join a growing SaaS company that’s now proudly part of Visma, Europe’s leader in mission-critical cloud software. • A connected team, wherever you are - Take part in regular team activities, retreats, and offsites to keep our culture thriving. • Grow with us - Take advantage of career development opportunities and a personal training allowance to support your growth. • Time to recharge - Enjoy our company-wide Wellbeing Days off each month (reviewed annually). • Fair compensation - Receive a competitive rewards package with benefits tailored to your role. • Flexibility with connection - We have a hybrid setup, with a minimum of two days a week in the office. However, we understand that life can be unpredictable, so we offer flexibility to accommodate unexpected events. Our offices in Belgium (Ghent), the UK (London – Old Street / Shoreditch), the Netherlands (Gouda), and Luxembourg provide great spaces to collaborate and connect. How we work At Silverfin, we're an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. We're committed to elevating talent by creating an environment where we can all thrive together. We have a unique culture with our values ​​as the backbone: Who we are - Authentically human How we think - With a growth mindset How we act - Bravely,  side by side How we win - By doing what we love At Silverfin we make our own way. We are constantly looking for new and innovative ways to move forward. Continuous learning and development is encouraged to support your personal and professional growth.  At the same time, this opens up many new opportunities that allow our people to grow with Silverfin, and often faster than with other companies. So many ambitious team members have already found their way to a new challenge within Silverfin. We want you to reach your full potential. To get you there, we don't want to think in boxes and over-structure things. So your options are not limited to 1 team or 1 career track. Your talent, motivation and potential play a crucial role in evolving across the teams into new roles.