Customer Success Manager

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