Customer Success Manager

The Customer Success Manager will be responsible for managing customer relationships, increasing adoption, and ensuring clients achieve their desired business outcomes. This role requires a balance of strategic thinking, hands-on execution, and cross-functional collaboration to deliver exceptional customer experiences.

• Own the customer lifecycle from post-implementation onboarding through full platform adoption and ongoing success.
• Build strong relationships with key customer stakeholders, including operational teams, project leaders, and executive sponsors.
• Act as a strategic advisor by sharing best practices, driving engagement, and helping customers achieve measurable value.
• Develop customer success plans aligned with business objectives, adoption goals, and measurable outcomes.
• Lead regular customer meetings, executive check-ins, and business reviews to maintain alignment and engagement.
• Monitor customer health, adoption metrics, satisfaction levels, and renewal indicators.
• Identify potential risks and proactively implement solutions to improve customer experience.
• Manage escalations by coordinating with internal teams and ensuring timely issue resolution.
• Maintain scalable customer success processes, playbooks, and operational frameworks.
• Partner with Sales teams to identify expansion opportunities, support renewals, and contribute to account growth.
• Gather customer feedback and collaborate with Product teams to improve solutions and prioritize enhancements.
• Maintain accurate reporting on customer outcomes, retention, expansion opportunities, and success metrics.

Requirements:

The ideal candidate is an experienced Customer Success professional with a strong background in SaaS environments and a passion for building meaningful customer relationships. You should be comfortable managing enterprise accounts, solving complex challenges, and working collaboratively across multiple teams.

• 5+ years of experience in an enterprise SaaS Customer Success role.
• Proven experience managing multiple high-value customer accounts and driving adoption, satisfaction, and retention.
• Strong customer relationship management and problem-solving skills.
• Experience handling complex customer situations, escalations, change management, and user enablement.
• Ability to combine strategic planning with hands-on execution.
• Strong communication, presentation, and stakeholder management skills.
• Experience using customer management and collaboration tools such as HubSpot, Jira, and Confluence.
• Understanding of software development processes, product management, or product ownership is a plus.
• Experience working in a high-growth or early-stage technology company is preferred.
• Familiarity with the accounting industry or experience supporting accounting firms is strongly preferred.
• Strong analytical mindset with the ability to interpret customer data and identify improvement opportunities.
• Bachelor’s degree or equivalent professional experience required.
• Proactive, resourceful, and ownership-oriented approach to customer success.

Benefits:

• Opportunity to join a fast-growing SaaS environment transforming how businesses operate.
• Remote-friendly working model with flexibility to support productivity and work-life balance.
• Competitive compensation package based on experience and location.
• Opportunity to work with innovative technology and a collaborative global team.
• Professional growth opportunities in a scaling organization.
• Exposure to strategic customer partnerships and enterprise SaaS operations.
• Inclusive workplace culture focused on equal opportunity and diverse perspectives.