Customer Success Manager

Summary

Join Puzzle Financial, a well-funded startup reimagining account software, as a Customer Success Associate or Manager. You'll be a trusted advisor to clients, helping them navigate the platform and unlock its full potential. Responsibilities include providing support via chat, email, and phone, troubleshooting software issues, guiding new clients through onboarding, supporting migrations from other platforms, building documentation, gathering customer feedback, and contributing to customer success playbooks. This remote-first role offers a competitive salary, equity, comprehensive health benefits, flexible PTO, a home office budget, a co-working budget, a learning and development budget, and a 401K plan.

Requirements

• 2+ years of customer-facing experience
• Passionate about helping customers win and solving problems with empathy
• Naturally curious and eager to learn new technologies
• Highly organized and able to manage multiple priorities at once
• Understanding of bookkeeping fundamentals with ability to explain them clearly

Responsibilities

• Provide friendly, responsive support via chat, email, and phone calls to resolve customer questions and technical issues
• Troubleshoot software problems effectively—documenting solutions and collaborating with our product and engineering teams when needed
• Guide new clients through the onboarding process, helping them configure our software to meet their specific accounting needs
• Support clients through migrations from other accounting platforms, helping them transition their data and workflows to Puzzle successfully
• Help build and maintain documentation, FAQs, and customer education materials
• Support the development and execution of customer success playbooks and processes
• Gather valuable customer feedback and feature requests to help improve our platform

Preferred Qualifications

• Bachelor's degree in accounting, finance, business, or related field (or equivalent experience) preferred
• Background in B2B SaaS customer success
• Knowledge of common accounting platforms (QuickBooks, Xero, etc.)
• Knowledge of Intercom or other support ticket systems
• Experience at a startup or fast-growing company is a big plus

Benefits

• Competitive base pay + equity
• 100% paid employee health, dental, and vision plans (U.S. & Canada vary)
• 10 observed holidays and a flexible PTO policy so you can recharge
• 1000 home office budget to get you set up for success
• 2400 co-working budget for face time with your colleagues
• 600 learning and development budget
• 401K so you can save for your future