Customer Success Manager - Remote

Customer Success Manager – Remote (Dbl)

Salary: $85k to $110k

Onboarding Prospective Customers

• Conduct onboarding calls with new customers, train them to use the product, complete technical implementation steps, and help them realize value quickly
• Consistently host working sessions and check-in calls, team training sessions, and QBRs to facilitate adoption of core features and advanced/upsell products
• Coordinate with Account Executives to identify any red flags that would hinder the customer from renewing with Double
• Maintain a high renewal rate from subscription to first renewal (3 months) (target = 80-85%) as well as high overall retention rate going forward

Expansion of Existing Accounts

• Proactively reach out to accounts in your pipeline to ensure they're continuing to reach their goals and respond to inbound support inquiries promptly
• Create and maintain customer education materials: record video feature overviews and write user guides for content-driven email sequences
• Drive expansion revenue of existing accounts in your pipeline (increase MRR)

Internal Team Processes

• Document best practices, creating templates for customer engagement at key milestones for various user personas
• Help the team iterate to find the most efficient internal processes that reduce friction and best help our customers succeed

Work experience

• Ideally someone who has had roles specifically in Customer Success (not just Sales,​ Support,​ Experience, or something adjacent) or at least some form of customer/client facing experience
• Ability to navigate and teach customers about complex software products and features
• Keen attention to detail,​ thoughtfulness,​ and a customer-​centric mindset
• 2 -​ 3 years of experience in a customer-​facing role at an early-​stage SaaS startup
• Bookkeeping or accounting industry experience is required
• Upbeat,​ interesting,​ positive personality
• Passionate,​ driven,​ motivated

Miscellaneous

• Interested in working at a startup and taking on additional responsibilities

Nice-to-have

• Experience with implementation/onboarding customers onto a software platform and driving product adoption
• Proven track record of high renewal or retention rates;​ bonus = upsells or revenue-​driving activities
• Familiarity with modern SaaS tools such as Slack,​ Notion,​ and/or Salesforce
• Comfortable in organized chaos;​ aka an environment where things move quickly