Job Title: Customer Success Manager (SaaS)
Employment Type: Full-Time
Location: Remote (United States)
Compensation: $96K – $128K base (OTE: $120K – $160K)
Work Setup: Fully remote (U.S. time zones; slight preference for East Coast)

About the Role

We are seeking a Customer Success Manager with experience in technically complex SaaS environments to drive customer outcomes, retention, and growth. This role requires a proactive approach to managing client relationships, with a strong understanding of ERP integrations, accounting workflows, and operational processes.

Key Responsibilities

• Manage a portfolio of 70–100 customer accounts, driving adoption, retention, and revenue growth
• Act as the primary point of contact, owning the full customer lifecycle from onboarding through expansion
• Conduct in-depth discovery to understand customer workflows and identify opportunities for optimization and growth
• Lead executive-level conversations, including quarterly business reviews with stakeholders such as Controllers, CFOs, and operators
• Drive adoption of key product features and encourage process improvements to enhance customer outcomes
• Monitor account health metrics (e.g., payment volume, engagement trends) and proactively mitigate risks
• Collaborate cross-functionally with Sales, Product, and Implementation teams to ensure a seamless customer experience
• Provide structured feedback to Product teams based on customer insights and needs
• Utilize AI and automation tools to improve internal workflows and support customers in their automation initiatives

Qualifications

• 3–5+ years of experience in Customer Success, Account Management, or Solutions Engineering within a SaaS environment
• Experience working with technically complex products, including ERP integrations (e.g., QuickBooks, NetSuite, or similar systems)
• Strong understanding of accounting workflows, payments, or financial operations
• Proven ability to manage multiple accounts while driving measurable outcomes
• Excellent communication skills, with experience engaging senior stakeholders

Preferred Qualifications

• Experience in fintech, payments, or financial software
• Background in hospitality or food & beverage industries
• Experience working in early-stage or high-growth startup environments

Compensation & Benefits

• Competitive base salary with performance-based incentives (OTE up to $160K)
• Equity package
• Fully remote work environment