Customer Success Manager - Bookkeeping SaaS

Our staffing agency represents a growing SaaS company that provides an all-in-one tool for bookkeepers to manage their work, communicate with clients, catch hard-to-find errors, and deliver reports to help small business customers make smarter strategic decisions.

This 44-employee company, founded in 2020 and backed by $6.2M in seed funding from Y Combinator and founders of leading startups like Lattice, Front, Superhuman, and Plaid, is seeking Customer Success Managers to help onboard and support their growing customer base of bookkeepers and accounting firms. This fully remote role can be performed from anywhere in the US or Canada.

Solution

Our client has built a platform that transforms how bookkeepers work by:

• Replacing excel spreadsheets and homegrown project management solutions
• Providing comprehensive client management capabilities
• Automating error detection in financial data
• Enabling better reporting for strategic decision-making
• Helping thousands of bookkeepers serve their clients more efficiently

Role

• Remote position available to candidates in the US or Canada
• $80K to $100K OTE (90% base with bonus) plus equity
• 2-3 years of experience in a customer-facing role at a B2B SaaS company (early-stage preferred)
• Bookkeeping, accounting, or finance experience is HEAVILY preferred; at least one hire must have this background
• Experience with mid-market level accounts
• Stability in work history - candidates with multiple short-term positions (<1 year) will not be considered

Culture

• Fast-paced startup environment where things move quickly
• Opportunity to take on additional responsibilities beyond your core role
• Collaborative team focused on customer success and retention
• Professional development in both SaaS and financial services
• Mission-driven organization transforming the bookkeeping industry

Official Job Description

We're looking for a Customer Success Manager to help onboard and support our growing customer base of bookkeepers and accounting firms. This role is ideal for someone with 2-3 years of SaaS experience, strong communication skills, and a passion for customer engagement and retention. The ideal candidate will own onboarding, drive expansion, and improve customer processes, ensuring firms get the most out of our platform.

You will...

Onboarding Prospective Customers

• Conduct onboarding calls with prospective customers, train them to use the product, complete technical implementation steps, and help them realize value quickly
• Coordinate with Account Executives to identify any red flags that would hinder prospects from subscribing
• Maintain a high conversion rate from Free Trial to subscribed customer (80-85%)

Expansion of Existing Accounts

• Proactively reach out to accounts in your pipeline to ensure they're continuing to reach their goals and respond to inbound support inquiries in a timely manner
• Create and maintain customer education materials: record video feature overviews and write user guides for content-driven email sequences
• Drive expansion revenue of existing accounts in your pipeline (increase MRR)

Internal Team Processes

• Document best practices, creating templates for customer engagement at key milestones for various user personas
• Help the team iterate to find the most efficient internal processes that reduce friction and best help our customers succeed

You...

• Have 2-3 years of experience in a customer-facing role at a B2B SaaS company
• Possess bookkeeping, accounting, or finance experience (HEAVILY preferred) or strong interest in learning the space
• Demonstrate ability to navigate and teach customers about complex software products and features
• Excel at both account management and product training (the vast majority of customer calls involve training on the product/features)
• Have experience with implementing/onboarding customers onto software platforms
• Show a proven track record of high renewal or retention rates
• Are familiar with modern SaaS tools such as Slack, Notion, Hubspot and/or Salesforce
• Demonstrate keen attention to detail, thoughtfulness, and a customer-centric mindset
• Are passionate, driven, and motivated to succeed in a startup environment
• Feel comfortable in organized chaos and an environment where things move quickly
• Learn new concepts, technical skills, and systems quickly
• Have a stable work history without job-hopping (positions less than 1 year)