Customer Success Manager
Description
About the company
Our client is a financial technology company.
The role
Raydar is recruiting for this role on behalf of our client. Guide customers from onboarding through renewal and expansion, combining hands-on training, account check-ins and customer education. The role also involves documenting repeatable engagement processes and working with sales colleagues to protect renewals.
What you'll do
- Run onboarding calls, complete setup steps and train new customers on the platform so they reach value quickly.
- Host working sessions, check-ins, team training and quarterly business reviews to drive adoption of core and advanced features.
- Work with sales colleagues to spot risks to renewal early.
- Track and work toward renewal and retention targets from first renewal onward.
- Reach out to existing accounts, answer support inquiries promptly and surface expansion opportunities that grow recurring revenue.
- Produce customer education content such as video overviews and user guides.
- Write playbooks and templates for customer engagement at key milestones, and recommend process improvements that reduce friction.
Requirements
What we're looking for
- Experience in bookkeeping or accounting, or at a SaaS or fintech company that serves bookkeepers and accountants.
- Prior work interacting directly with clients or buyers in some capacity.
- Working knowledge of accounting fundamentals and bookkeeping workflows such as month-end close, reconciliation, and accounts payable and receivable.
- Ideally, experience training users on a product as a customer success manager at a B2B SaaS company in accounting or bookkeeping.
- Consistently strong results on retention, revenue and satisfaction metrics.
- A personable, positive and thoughtful approach to working with people.
- Ability to explain complex topics clearly and patiently.
- Familiarity with, and interest in, AI tools that automate workflows.
Bonus points
- Background in launching new users on software and lifting how widely a product gets used.
- Degree in finance or accounting.
- Previous responsibility for retention in a prior role.
Benefits
Compensation and benefits
- Salary: $90K - $120K
- Equity
- Health, dental and vision coverage
- Flexible time off
- Retirement plan
Location and work model
- Remote (US or Canada)
- Full-time