Customer Success Manager
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Job Description
Customer Success Manager onboarding and retaining customers for a bookkeeping and accounting SaaS product. Driving adoption, renewals, support, education, and expansion revenue.
Responsibilities:
- Conduct onboarding calls with new customers and train them to use the product
- Complete technical implementation steps and help customers realize value quickly
- Host working sessions, check-in calls, team training sessions, and QBRs
- Facilitate adoption of core features and advanced/upsell products
- Coordinate with Account Executives to identify renewal risks
- Maintain high first-renewal and overall retention rates
- Proactively engage existing accounts to ensure they continue reaching their goals
- Respond promptly to inbound support inquiries
- Create customer education materials, including video feature overviews and user guides
- Drive expansion revenue and increase MRR for existing accounts
- Document best practices and create customer-engagement templates for key milestones and user personas
- Help improve internal processes to reduce friction and support customer success
Requirements:
- Work experience specifically in Customer Success, or at least some customer/client-facing experience
- Ability to navigate and teach customers about complex software products and features
- Keen attention to detail, thoughtfulness, and a customer-centric mindset
- 2–3 years of experience in a customer-facing role at an early-stage SaaS startup
- Bookkeeping or accounting industry experience is required
- Upbeat, interesting, positive personality
- Passionate, driven, motivated
- Interested in working at a startup and taking on additional responsibilities
- Experience with implementing/onboarding customers onto a software platform and driving product adoption (nice-to-have)
- Proven track record of high renewal or retention rates; upsells or revenue-driving activities are a bonus
- Familiarity with modern SaaS tools such as Slack, Notion, and/or Salesforce
- Comfortable in an environment where things move quickly
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