Customer Success Manager

About Project

It is a mobile accounting app for sole traders, freelancers and self-employed workers — income, expenses and tax handled from a phone in minutes rather than evenings.

Acquiring a user isn't the hard part. The hard part is that someone downloads the app in a panic, connects a bank account, logs three expenses and then goes quiet — and by the time their deadline arrives they've forgotten we exist. Meanwhile a user who actually gets through one tax year with us tends to stay for years. Closing that gap is worth more than any acquisition channel we could buy.

The job in one line

You own activation, retention and churn: getting users to the moment the app becomes useful, and keeping them past their first tax year.

What you'll do

- Own activation. Define what an activated user actually is (bank connected, first expenses categorised, first tax estimate seen within 7 days) and drive that rate up through onboarding flows, prompts, emails and direct outreach. 
- Own retention and churn. Monthly and cohort churn, 30/90-day retention, free-to-paid conversion, upgrade to annual plans, and recovery of failed payments. Know your numbers by cohort and by acquisition channel, and report them weekly.
- Work at scale, not one to one. With a subscription at this price point, success has to be delivered one-to-many: lifecycle campaigns, in-app messaging, segmented nudges, webinars and self-serve guides. Reserve direct human contact for the segments where it pays — [annual subscribers, VAT-registered users, higher tiers, and users at risk of churning close to a deadline].
- Run the deadline windows deliberately. 31 January, the 5 April year end and quarterly VAT/MTD dates are where retention is won or lost. Users who successfully get through a deadline with us stay; those who fail at it leave permanently. Plan proactive outreach, readiness checks and reminders for those weeks, and prevent the post-January drop-off rather than reporting it afterwards.
- Find out why people leave. Run exit surveys, cancellation flows and win-back campaigns. Bring the reasons back with volumes attached — not anecdotes — and push for the product and pricing changes that would fix them.
- Turn happy users into growth. Reviews, referrals, testimonials and case studies: build the systematic ask into the right moments in the lifecycle, and hand the material to Marketing.
- Talk to users regularly. 5–10 conversations a month minimum. You should be the person in the company who can say what our users actually think, with evidence.
- Own the health signals. Build the simple dashboard that flags at-risk users (dropped bank connection, no activity for 30 days, incomplete records before a deadline) and act on it.
- Hold the advice boundary. You help people use the app and understand what it's showing them. You don't give tax advice — that escalates to [our accountant / partner practice] via the agreed path.

What we're looking for

- 3+ years in customer success, retention, lifecycle or growth for a consumer subscription product or app — with responsibility for retention or churn numbers, not just relationships.
- Comfortable with data: cohort analysis, funnels, and enough tooling (Amplitude / Mixpanel / GA4, SQL a plus) to answer your own questions without waiting for an analyst.
- Hands-on with lifecycle and in-app messaging tools (Braze / Customer.io / Intercom / Klaviyo) — you've built and measured sequences yourself.
- Genuine empathy for the self-employed: irregular income, tax anxiety, no time, no finance training. You can talk to them without jargon or condescension.
- Numerate and confident around money, invoices, expenses and deadlines.
- Clear written English, and willing to speak to users on the phone and on video.
 

 Nice to have

- Fintech, accounting, payroll or tax product experience, or familiarity with Self Assessment, VAT, MTD.
- Experience with subscription mechanics: dunning, pauses, downgrades, annual plan migration, win-back.
- Experience of a seasonal product where demand concentrates into a few weeks.
- You are or have been self-employed or freelance yourself.
- Qualitative research skills: interviews, surveys, synthesis.

*Rapidum is an equal opportunities employer. We assess every application against the requirements above and nothing else.*