Enterprise Customer Success Manager

**About us**

We’re Dayshape—an award-winning software scale-up with big ambitions and the momentum to match. Trusted by Big Four and many other top professional services firms globally, our AI-powered resource management platform is helping organizations to achieve extraordinary results.

Our enterprise platform stands apart as the only solution that combines advanced AI, real-time project financials, and firm-wide insights to elevate resource management to a strategic function. By driving profitable growth, powering confident decisions, and ensuring satisfied clients and teams—we're helping our customers build strong organisations and careers for the long term.

Why our customers love Dayshape:

- We help professional firms optimise margins and increase revenue, unlocking access to more profitable work.
- We provide complete operational visibility today and the tools to confidently predict tomorrow.
- We empower firms to be where top talent wants to work and where top clients want to buy from.

Recognised as Scotland’s fastest-growing tech company in the Deloitte Technology Fast 50 for three consecutive years, we’ve consistently proven our ability to innovate and deliver real impact—and we’re always looking for like-minded people to join us.

At Dayshape, our purpose is to improve people's working lives, and our culture is an important driving force in helping us to do just that. We're a friendly, inclusive, and ambitious team—driven by our values and a shared commitment to success. If you’re ready to join a fast-growing, high-impact company that’s reimagining resource management, then let’s talk.

**About the role**

The CSM will manage a portfolio of complex accounts that require strong relationship management and a consultative approach. Our focus is on user adoption and driving value via feature usage and optimisation. From onboarding to renewal, you will own the customer journey and the commercial relationship, working as their strategic advisor to ensure they’re getting maximum ROI from Dayshape. This will be our first Singapore based CSM to help service our growing strategic accounts in the APAC region.

**What you’ll do**
- Manage and host regular customer meetings and calls, meet customers in-person at various points throughout the year, primarily in the APAC region.
- Build a detailed understanding of the customer’s organisation to develop and maintain strategic account plans, identifying opportunities for ARR growth, renewal or adoption risks, relationship expansion, executive engagement, and strategies to improve customer satisfaction.
- Own the commercial relationship with the customer including hosting QBRs and using these to discuss key opportunities relating to upcoming renewals, expansions or additional countries that may require Dayshape’s services.
- Create, maintain and distribute monthly status reports, health scores and other key metrics.
- Manage stakeholders throughout the customers organisation, ranging from super users, product owners, resource managers, and C-suite (including CIO).
- Monitor and encourage product usage, proactively identifying where to provide training or resources to increase adoption and help customer stakeholders to measure their ROI.
- Nurture customers into becoming advocates who can provide testimonials, case studies, or even referrals.
- Participate during Dayshape implementation, working closely with the Professional Services team.
- Provide regular training sessions, webinars, or workshops to customers to ensure they are maximizing their use of Dayshaoe and to showcase new features.
- Align internal resources to drive outcomes with your customers, including stakeholders in Product, support, and operations.
- Provide a feedback loop to our Product department to help them better understand customer needs and shape the roadmap accordingly, ensuring our enhancement backlog is appropriately prioritized and representative of the needs of all our customers.
- Proactively communicate any changes or product updates to the customer and collect and share feedback as the voice of the customer within Dayshape.

**About you**
- Significant experience working in Customer Success or Account Management with enterprise level customers, including managing 6 or 7 figure deal sizes and building relationships with executive-level personas
- Experience directly influencing revenue expansion, namely upsell, cross-sell, and relationship expansions that drive economic value
- Have an understanding of how complex Professional Services firms operate
- Experience designing and/or delivering strategies that help customers improve product deployment, adoption, engagement, and ROI
- Able to challenge customers’ thinking to help them achieve their goals, taking ownership and leading the conversation/situation when required
- Self-sufficient and able to problem solve with an entrepreneurial and customer-first mindset
- Able to tailor communication across different functions and levels,