Customer Success Manager

Monitor health signals across your book: agent run success rates, task completion velocity, time-to-first-close, engagement depth, and renewal risk indicators. Act on degrading signals before they become incidents.

Proactively identify at-risk accounts and build documented recovery plans, with clear owners and timelines, before an early termination clause becomes a live commercial risk.

Escalate product issues and engineering blockers with precision - full context, clear impact, and a proposed resolution path - so the team can act without requiring follow-up.

Lead quarterly business reviews with customer champions and executive sponsors, benchmarking close metrics, demonstrating ROI, and identifying expansion opportunities.

Own CSAT and health scores across your book, reporting them accurately and acting on them consistently.

Expansion and Renewal

Identify and develop expansion opportunities, including additional integrations, new use cases, additional entities or users, as customers mature on the platform.

Partner with the Account Executive team on renewal and expansion conversations. Own the customer relationship through those discussions and ensure continuity from onboarding through renewal.

Internal Contribution

Maintain accurate, current account intelligence in internal systems at all times.

Document and escalate customer feature requests with full commercial context to inform product prioritization.

Contribute to the CS playbook, onboarding methodology, and external-facing documentation as the team builds out its operating model.

WHAT YOU BRING

Required

5-6 years of total professional experience, with a meaningful portion in a customer-facing role at a B2B SaaS company. We are open to candidates whose earlier years were spent in accounting, audit, FP&A, or a finance function before transitioning into Customer Success, that background is genuinely valued here.

A demonstrable track record of owning complex customer onboardings end-to-end and delivering customers to a defined go-live milestone on or ahead of schedule.

The ability to hold a substantive, peer-level conversation with a Controller or CFO about the month-end close - reconciliation scope, journal entry workflows, flux analysis, materiality thresholds, and ERP configuration.

Technical confidence: comfortable navigating ERP integrations, SSO and identity provider configuration, and API-based data source connectivity without requiring an engineer on every call. You know when to resolve independently and when to escalate.

Excellent written and verbal communication. This team communicates extensively in writing with customers via Slack and email, and internally across Engineering, Product, and leadership.

Strong organizational rigor: you can manage a book of 8-12 accounts at different onboarding stages simultaneously, with nothing falling through the cracks.

Comfort operating in an early-stage environment where process is being built, not inherited, and where your judgment and initiative matter as much as execution.

Strongly Preferred

A background in accounting, audit, FP&A, or a finance function prior to moving into a SaaS or technology role. Candidates who have made this transition bring a credibility and fluency with our customers that is difficult to replicate.

Hands-on exposure to NetSuite or another major ERP (Sage Intacct, Workday, SAP) in a professional context either as a user, administrator, or as part of an implementation or CS role.

Prior experience with month-end close management vendors such as FloQast, BlackLine, or Numeric, whether as a customer, a competitor, or through a CS or implementation engagement.

Experience at a fintech, accounting technology, or finance-adjacent SaaS company.

Experience leading hands-on product training sessions, agent sprints, or technical workshops with senior finance stakeholders.