Senior Customer Success Manager

Summary

Join Fieldguide as a Senior Customer Success Manager and become a key player in transforming our customers into advocates. This highly cross-functional role requires close collaboration with customers and internal teams (sales, product, engineering) to prioritize customer experience. You will manage a portfolio of accounts, driving growth, renewals, and high Net Promoter Scores (NPS). Responsibilities include acting as the primary point of contact, providing training, and identifying optimal service levels. You will also foster strong relationships, champion the product, and gather feedback to improve customer satisfaction and adoption. This role offers significant autonomy and the opportunity to shape customer interactions within a growing startup.

Requirements

• Have 4-7 years prior experience as a customer success / relationship manager at an enterprise SaaS company owning adoption and retention
• Have relevant industry experience as a practitioner at an audit/advisory firm
• Be an excellent communicator and have great time-management skills
• Have a proven record of driving measurable customer outcomes and success with large, complex customers
• Be hard working, responsive, and willing to get your hands dirty
• Be excited by the startup environment; want to contribute to fine-tuning the structure and process to scale the customer success & advocacy team
• Pay attention to detail and love opportunities to improve both yourself and your customers’ experience

Responsibilities

• Be personally responsible for the success, growth and renewal of accounts for currently contracted practice areas
• Own KPIs for Gross Revenue Retention and Contract Pacing and help drive NPS for your customers
• Be the main point of contact responsible for each account, including running recurring cadences with customers, designing and executing on Executive Business Reviews, providing product training, and determining the right levels of service for each customer to make them most successful
• Drive engagement and establish strong relationships with our customers at all levels of their business from staff to executive level, as their main point of contact and advocate
• Become a product champion to deliver best practices to customers helping them best leverage Fieldguide’s full functionality and adopt new features quickly and effectively
• Develop an understanding of our customers’ goals and work to help them reach a high level of satisfaction and adoption with the product
• Interface internally to share customer feedback, resolve escalations, and deliver outstanding customer experiences
• Work closely with each customer’s Account Manager on renewals and to surface referrals and expansion opportunities driven by increased usage and contract pacing
• Follow playbooks for relevant Customer Success functions, helping to drive scalable processes and optimize the customer experience

Preferred Qualifications

Have experience working as a practitioner in audit, advisory, or assurance at a top 20 CPA firm

Benefits

• Competitive compensation packages with meaningful ownership
• Unlimited PTO
• 401k
• Wellness benefits, including a bundle of free therapy sessions
• Technology & Work from Home reimbursement
• Flexible work schedules