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Customer Success Manager
Team: Customer Success - Location: UK
Pacera unifies financial close, consolidation and FP&A. With AARO, Aico and Mercur, finance teams combine trusted data with AI-driven insights to enable robust, scalable and intelligent processes for the Office of the CFO.
About the role
Pacera is a SaaS platform built for the Office of the CFO, providing best-in-class Consolidation, Month End Close, and FP&A solutions. We're around 6 months into our journey, and we're now building out our Customer Success function from the ground up — which means this role comes with real ownership and the opportunity to shape how we do Customer Success as we scale.
You won't just manage a portfolio of clients — you'll help define the playbooks, processes, and tools that our future CS team will build on. This is a mid-level, fully remote role for someone who thrives on ambiguity, enjoys building things from scratch, and combines strong relationship-building instincts with a commercial mindset.
You'll be the trusted advisor clients turn to — driving adoption, spotting expansion opportunities, and ensuring renewals are never in doubt because clients are seeing genuine value. Occasional travel to client sites in the UK and our Sweden head office should be expected.
What you will do
- Own the end-to-end relationship for a portfolio of clients post-implementation, acting as their primary point of contact
- Help design and establish our Customer Success playbook, processes, and success metrics from the ground up
- Develop and execute success plans for each account, aligning Pacera's platform capabilities to client goals
- Drive platform adoption by proactively identifying underused features and working with clients to embed them into their workflows
- Monitor account health using usage data and engagement signals, flagging at-risk accounts early and building mitigation plans
- Lead renewal conversations and processes, ensuring high retention rates across your portfolio
- Identify and progress upsell and expansion opportunities, working closely with Sales to convert them
- Build strong relationships with key finance stakeholders (CFOs, Controllers, FP&A leads), positioning yourself as a trusted advisor on Consolidation, Month End Close, and FP&A best practices
- Run regular business reviews with clients to demonstrate value delivered and align on future priorities
- Gather and relay client feedback to Product and Engineering to influence the roadmap, given we're still early in our product journey
- Help evaluate and select the tools and technology that will underpin Customer Success as we scale (e.g. CRM, health-scoring, engagement platforms)
- Collaborate with the Implementation/Consulting team to ensure smooth handover from onboarding to steady-state success
- Maintain accurate records of account status, risks, and opportunities, contributing to the systems we put in place
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What we’re looking for
- 3-5 years of experience in a Customer Success, Account Management, or client-facing role, ideally within B2B SaaS
- Prior experience in an early-stage or scale-up environment, with a track record of building processes rather than just following them
- Comfortable with ambiguity and enjoys the challenge of building something new, rather than stepping into a fully formed function
- Experience managing a portfolio of accounts against retention, adoption, and revenue growth targets
- Strong understanding of finance processes, particularly Consolidation, Month End Close, and/or FP&A (or a strong willingness to learn quickly)
- Excellent relationship-building and communication skills, with the confidence to engage senior finance stakeholders
- Commercially minded, with experience identifying and progressing upsell/expansion opportunities
- Data-driven approach to managing accounts, comfortable using usage/health metrics to inform action, even where tooling is still evolving
- Bachelor's degree, accounting qualification (e.g. ACA, ACCA, CPA) or big 4 audit background preferred
- Fully remote role, with occasional travel to client sites in the UK and our Sweden head office as required
- A proactive, empathetic, and entrepreneurial approach with genuine curiosity about client success
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What we offer
- Private equity–backed growth journey with strong strategic direction
- Competitive compensation package
- Strong benefits package including flex hours and wellness allowances
- Remote working options
About Pacera
Pacera is a financial operations software company supporting the Office of the CFO across planning, financial close, consolidation and reporting. With a unified platform consisting of three specialised products, Aico by Pacera, AARO by Pacera and Mercur by Pacera, we help finance teams run critical finance operations with accuracy, control and confidence.
- Aico – automates and streamlines financial close processes
- Mercur – powers FP&A, budgeting, forecasting, business intelligence and financial analytics
- AARO – provides consolidation and group reporting solutions
Each product has a strong existing customer base with double-digit year-on-year growth. Together, the unified end-to-end SaaS platform is empowering finance and executive leaders with automation, compliance and actionable insights – enabling faster decision-making, enhanced governance, and visibility.
The company is headquartered in Stockholm, with offices in Sweden, Finland, Latvia, the UK and Kenya.
Backed by Accel-KKR, a global technology-focused investment firm, the group has ambitious growth plans driven by both organic expansion and acquisitions. We are now strengthening our operations by investing in key roles that support our platform and future scalability.
Apply now
This is a permanent, full-time position. The role will be based in the UK and fully remote.
Our process typically involves an initial conversation with our recruitment team, a hiring manager interview, and a final stage cross-functional interview,
We warmly welcome your application.
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