Customer Success Manager

Role Type : Full Time Remote

Office Hours : Flexible, generally aligned with standard UK office hours ±1 hour

Annual Salary : £30k - £40k

Socket is a next-generation software platform powering the client engagement operations of accounting and bookkeeping firms across the UK, Australia and New Zealand.

We are a small technology startup with operations in both the UK and New Zealand. The team currently consists of 3 founders who have previously built and sold software in the accounting tech space, a product marketing manager and 2 experienced software engineers. Over the last couple of years we have built out a best-in-class product offering for firms to manage pricing, proposals, and engagement letters.

What's the opportunity? 🤔

So far we’ve been sharing the Customer Success responsibilities amongst the team - now is the time to scale this area with a dedicated role. Your mission is simple : make sure every firm that trials or subscribes to Socket experiences rapid value, stays delighted, and grows with us. This junior-level role is ideal for someone who loves understanding and solving customer challenges, enjoys hosting friendly product demos, and wants broad startup exposure.

In this role you’ll be responsible for onboarding, educating and supporting our customers. This starts from the moment someone enquires about Socket or decides to try it out, sticking with them every step of the way to ensure they get the most value from our product.

This position will be fully remote, and flexible working hours with the expectation that you’ll generally be aligned with standard office hours in the UK. You’ll report directly to the founders, who have a wealth of experience to help you grow into your role, and work closely with the team in the UK on a day to day basis.

What will I be doing? 🚀

• Support – provide Tier-1 help via Intercom (live in-app chat) and email and escalate technical issues to Engineering when needed.
• Content & Process – identify and share recurring sticking points with the R&D team; continuously improve Help Centre articles, video snippets and playbooks; experiment with automation to keep CS slick and scalable
• Onboarding & Adoption – guide new firms from “Start free trial” to first successful proposal via email, in-app messages and live video calls.
• Inbound Demos – jump on video calls with prospects, trialists and existing customers who request a call, showing how Socket solves their real-world pains in a consultative, low-pressure style.
• Success & Expansion – monitor usage and proactively suggest tips, training or plan upgrades that drive both customer value and revenue.
• Voice of the Customer – capture feedback, distil insights, and feed them into the Product roadmap.

What skills do I need? 📖

There’s really no such thing as the perfect candidate or previous experience - the main thing is that you are bringing enthusiasm, energy and a desire to learn. So please don’t hesitate to apply, even if you don’t tick every box on this page!

Bonus skills & attributes 🙌

Benefits 😍