Customer Success Manager, Audit at Platformed in London Office

We have an incredibly exciting opportunity for an Customer Success Manager to join Platformed as an early hire in our Customer team, working directly with our Customer Lead and the Platformed Founders:

• Henry is our CEO, he co-founded PassFort in 2015 as the CTO, leading the company to a +$150m acquisition by Moody’s in 2022.

• James is our CRO. He was an early hire at Tessian, who raised from Sequoia, Balderton and Accel and were acquired in 2023. He then joined Supercritical as the first hire, driving their growth from zero to £1m of revenue and a Series A from Lightspeed.

About Platformed

Platformed builds AI for audit firms. Our platform helps accounting and audit firms in the UK, Australia and beyond run their risk assessments faster and to a higher standard, starting with IT general controls under ISA 315 and expanding into broader audit planning. No two firms audit in quite the same way, so every deployment is tailored to how that firm actually works.

Role

You’ll own our customers’ journey from pilot to live deployment and beyond. That means running proofs of concept (POCs) and implementations end to end: learning how each firm audits and who is involved, translating their methodology into a working configuration of Platformed, and getting their auditors to the point where the product is simply part of how they work. You’ll be the person on the ground for a portfolio of accounts, and the voice that brings what you learn back into our product.

Rather than handing over software, we work alongside firms to find where AI can take real work off their auditors’ plates, then build that into how they deploy and grow with us. You’ll be at the centre of it.

Own POCs and implementations

• Run POCs and implementations end to end, from the scoping workshop through to go-live, against clear milestones and success criteria

• Deliver on time and to a high standard: project plans, stage gates, risks and blockers, and clear communication with stakeholders on both sides

• Run training and enablement sessions for auditors, managers and partners

• Spend time onsite with customers and prospects, running workshops, training and discovery sessions in person

Build and tune configurations

• Translate a firm’s audit methodology into Platformed’s configuration.

• Go beyond the UI: understand the configuration, data, and AI logic behind each output so
  you can fix problems, not just flag them

• Read usage and output data to spot where a configuration is off before the customer does

Own customer accounts

• Be the main day-to-day contact for a portfolio of customers after go-live

• Build trusted relationships with stakeholders at every level, from audit managers to partners, and keep them bought in and on track

• Track adoption and account health, and step in early when things drift

• Spot expansion opportunities and support Sales in building the business case

Turn customer insight into product

• Get under the skin of how each firm actually audits, where the pain is, and where AI can genuinely help

• Turn what you learn into clear product feedback and help decide what goes on the roadmap

• Spot opportunities for new tooling and AI workflows, for our customers and for ourselves, and work with our engineers to shape them

• Help build the playbooks, templates and tooling that make our deployments repeatable

You’ll gain unmatched experience and exposure across the full customer lifecycle, with the possibility to progress quickly as we build out the function.

We’re looking for someone who…

• has 3 to 5 years of experience in a customer-facing delivery role, such as implementation, solutions or technical consulting, or audit and advisory.

• has audit experience, ideally in external audit or risk advisory. A qualification such as ACA, ACCA, CPA, CA, or an equivalent is a plus

• has run projects end to end. You’ve owned timelines, managed stakeholders on both sides, and delivered to a high operational standard.

• is technically confident. You’re comfortable working with structured data and want to understand how things work under the hood.

• is pragmatic and resourceful. You’ll do what it takes to deliver value for customers and prospects, take the initiative, and get creative when there’s no playbook to follow.

• is curious about AI and how it changes the way professionals work. You enjoy thinking up new tooling or AI workflows and suggesting how things could work better.

• asks good questions. You can sit with a client, understand their process, and work out what really matters to them.

• builds relationships easily. You communicate clearly in writing and in person, and earn the trust of everyone from audit associates to partners.

• is able to spend at least 2 days (Monday + Tuesday) per week at our office in Central London, and is happy to travel for onsite visits with customers and prospects.

Nice to have

• Experience at an early-stage SaaS or AI company.

• Hands-on experience with AI tools, prompting, or light scripting (e.g. Python or SQL).

Benefits

• Every role comes with generous equity options.

• 33 days of annual leave per year.

  • This includes public holidays (you are free to take them on public holidays or not).

• The first Friday of every month is a company-wide day off, which doesn’t eat up your leave allowance. Just promise to post your bungee-jumping selfies on #random.

• We think you should choose how to spend your comp, not us! We prioritise your base salary over expensive benefits.

Interview Process

1. Intro call

2. Meet a co-founder

3. Take-home exercise

4. Technical interview

5. Founder interview

6. Meet the team

FAQs

• What is your office/remote working policy?

  • Everybody attends our Central London office on Mondays and Tuesdays, unless it’s a day off! It’s really important for us to have this time together, face-to-face.

  • You can choose to work from home or attend the office on Wednesdays, Thursdays and Fridays.

• What are the working hours like?

  • We believe that we get the best results in the long term by keeping things sustainable. Problem solving and relationship building works better when you’re feeling fresh!

  • Aim for 9am-6pm with flexibility when you need it. Sometimes we’ll have to work late or on a weekend to meet a deadline, but this is the exception and not the norm.

  • We expect you to use up your annual leave allowance in full and encourage you to make best use of the monthly Friday off! (see Benefits)

• Where is the office?

  • The office is currently located right next to Victoria station in London.

  • If we move to a new office, it will be in Central London and near to a public transport hub.

• Do you have company socials?

  • We have a social every month on an office Tuesday.

  • There’s a generous budget so we can enjoy an activity or go for a nice meal.