Customer Success Manager

About the role

You will be the main point of contact for larger firms, responsible for helping them onboard and succeed in our product. You will manage the customer lifecycle from initial onboarding to expansion, ensuring they realize value and achieve their goals.

Responsibilities

• Conduct onboarding calls with prospective customers, train them to use the product, complete technical implementation steps, and help them realize value quickly
• Coordinate with Account Executives to identify any red flags that would hinder the prospect from subscribing to Double
• Maintain a high conversion rate from Free Trial to subscribed customer
• Proactively reach out to accounts in your pipeline to ensure they're continuing to reach their goals and respond to inbound support inquiries in a timely manner
• Identify barriers to success or any roadblocks that would hinder accounts from fully adopting the full feature suite Double offers
• Facilitate continued check-ins, team training calls, and Q&A sessions via Zoom
• Create and maintain customer education materials, including video feature overviews and user guides
• Drive expansion revenue of existing accounts in your pipeline

Required skills

• SaaS
• Customer Success
• Onboarding
• Technical implementation
• Process improvement
• Documentation
• Slack
• Notion
• Hubspot
• Salesforce

Nice to have

• Accounting
• Finance

Qualifications

• 2-3 years of experience in a customer-facing role at an early-stage SaaS startup

Benefits

• Competitive pay
• Equity
• Unlimited PTO
• Health insurance
• Dental insurance
• Vision insurance

About the Company

Double is on a mission to help bookkeepers manage their work, communicate with clients, and deliver reports to help small business customers make smarter strategic decisions. Founded in 2021, the company has raised $12M in funding and supports thousands of bookkeepers and accountants across the US.