Customer Success Associate

About Mayday

At Mayday, we're on a mission to mend month end. We build accounting software powered by automation and AI to eliminate the tedious, spreadsheet-based work that consumes in-house finance teams every month. By automating complex month-end processes, we help finance teams close faster and spend more time adding value.

We've established ourselves as category leaders, reflected in our strategic partnership with Xero and winning Xero's Global People's Choice Award ahead of more than 1,200 connected solutions.

Our team spans the UK, Australia and South Africa, with the UK and Australia as our largest markets. We’re founded by experienced entrepreneurs in David Tuck (ex-CFO and founder of Chaser) and James Scott-Griffin (former CTO at Idio/Optimizely and Rungway). Backed by elite investors, we’re doubling the team to 24 as we accelerate the next phase of growth.

The Role

You'll join Mayday's Customer Success team, working with in-house finance teams and accounting firms to help them get maximum value from our products.

Customer Success is one of the most important functions at Mayday. Our foremost core value is delight, and we're proud of the reputation we've built for exceptional customer support and partnership. You'll play a central role in retaining customers, helping them solve complex accounting challenges and ensuring they continue to grow with Mayday.

As our product suite expands, you'll also become an important voice for the customer, feeding insight directly back into our product team and helping shape what we build next.

What you’ll be responsible for

  • Delivering exceptional customer support, delighting customers with fast, thoughtful and knowledgeable responses
  • Maximising gross revenue retention, identifying customers at risk of churn and proactively helping them succeed
  • Maximising net revenue retention, uncovering opportunities for customers to gain more value from Mayday's expanding product suite
  • Building strong relationships with both in-house finance teams and accounting firms, becoming a trusted partner rather than just a software vendor
  • Supporting the success of our accounting firm partners, helping them maximise the value Mayday delivers to their clients
  • Running customer onboarding, training and adoption activities to help customers realise value as quickly as possible
  • Feeding customer insight back into the product team, helping shape the future direction of Mayday based on real customer needs

About You

  • First-hand experience of the problems we solve. You'll have worked in accounting or finance, be fluent in debits and credits, and genuinely enjoy the discipline of accounting
  • A natural people person who enjoys building long-term relationships and helping customers succeed
  • Highly organised, able to manage multiple customer conversations and priorities simultaneously
  • Comfortable identifying opportunities to help customers get more value from a product. You don't need a sales background, but you should enjoy having commercial conversations
  • Curious about technology and excited by how great software can transform finance teams
  • An excellent communicator, equally comfortable explaining accounting concepts, product features and best practice to different audiences
  • Proactive, resourceful and always looking for ways to improve both the customer experience and how we work internally
  • Excited by joining a fast-growing startup where you'll learn quickly, take ownership early and have a genuine impact on the business

The Details

  • Salary dependent on skills and experience;
  • Share options from day 1;
  • 25 days' paid holiday, plus public holidays;
  • This is a remote role. We will provide co-working membership if needed;
  • The global nature of the team plus time differences mean that some degree of early morning or evening calls is unavoidable. We will make sure the weight of those is borne evenly between you and the relevant UK / South African team members.

Next Steps

If you’re reading this thinking “this sounds exciting, but I’ve never done customer success before” - you sound perfect for the job.

If you understand accounting, you’re curious and keen to grow, we can teach you the rest.

Please get in touch at success@getmayday.com. If you have an up to date CV, then great.

But please don’t go to loads of effort to produce one if you don’t. A link to your LinkedIn profile will be fine.