Customer Success Manager

Summary

Join DebtBook as a Customer Success Manager focused on accounting, managing a portfolio of mid-market governmental clients and supporting their accounting teams and financial leaders. Ensure seamless implementation, guide data transfer, and oversee account setup. Maintain consistent customer engagement through proactive communication, educate clients on new features and accounting standards, and meet with them before renewals to understand their needs. Partner with the account management team to optimize retention and identify opportunities for DebtBook to enhance clients' financial management. Act as the internal voice of the customer, providing feedback to the product team. Proactively identify and mitigate churn risks, address customer concerns promptly, and assist in developing resource guides. Take ownership of the implementation process, drive efficiencies, and continuously improve the customer onboarding experience.

Responsibilities

• Managing a portfolio of mid-market governmental customers, with a specific focus on supporting their accounting teams and financial leaders
• Ensuring a seamless implementation experience by expertly guiding the transfer of customer financial data, provisioning accounts, and overseeing the setup processes for new and existing clients
• Maintaining consistent engagement throughout the customer lifecycle through proactive phone and email communication
• Educating customers on new features and their alignment with new accounting standards and financial workflows, fostering strong adoption that directly enhances their efficiency when preparing for audit
• Meeting with customers prior to their renewal to thoroughly understand and address their ongoing accounting needs, concerns, and strategic objectives
• Partnering closely with the account management team to optimize retention and identify opportunities where DebtBook can further enhance their financial management capabilities
• Acting as the internal voice of the customer, sharing feedback with the product team to help shape future product enhancements
• Proactively identifying signs of potential churn or dissatisfaction and collaborating on strategies to mitigate risks
• Ensuring all customer concerns are addressed promptly and effectively to maintain high satisfaction
• Assisting in the development and maintenance of resource guides, ensuring they clearly explain features from a user perspective to drive understanding and adoption
• Take ownership of the implementation process, drive efficiencies, and continuously improve the overall customer onboarding experience, always keeping accounting best practices in mind

Benefits

• Competitive salaries plus equity (stock options) for all employees
• Comprehensive health, dental, and vision insurance, 401(k) with 4% employer match
• Flexible work schedules and generous leave policies (including unlimited PTO)
• Professional development opportunities and tuition reimbursement
• Family and wellness perks
• Monthly get-togethers
• Stipends for remote workers to set up their ideal work space
• Top-of-the-line equipment, and a newly furnished office