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!
- High empathy and a genuine enthusiasm for helping customers.
- Clear written and verbal communication – you turn product jargon into plain English and make online demos feel like a chat.
- Confidence running screen-share demos and lightly selling value (no hard-sell).
- Self-starter able to juggle priorities in a remote, fast-moving environment.
- Strong problem-solver: you can reproduce a bug, dig into help docs, and triage with devs.
- Excitement for helping to build out a customer success environment that is constantly experimenting with workflows and automation to drive efficiency.
- Comfortable with modern SaaS tools (Slack, Google Workspace, Intercom).
Bonus skills & attributes 🙌
- Previous experience working in a customer-facing role.
- Exposure to the accounting and bookkeeping industry.
- Understanding of web technologies and concepts (HTML, CSS, JavaScript, APIs, etc).
Benefits 😍
- Fully remote, plus we’re flexible in terms of what you need to ensure your home office environment is setting you up for success.
- Flexible hours around core UK daytime.
- Regular compensation reviews - we reward great work!
- Huge growth potential: help shape our CS culture and processes as we scale.
Send your CV and a short note explaining why this role excites you to careers@usesocket.com – we look forward to meeting you!
