Customer Success Manager
Owns portfolio of finance/accounting customers in B2B SaaS platform, driving adoption, retention, renewals, and expansion. Partners cross-functionally to ensure value realization and growth; requires 3+ years CS experience and finance software knowledge.
About the job
Key Responsibilities
Customer Ownership & Success
- Own post-implementation success for a portfolio of customers
- Build strong relationships with Controllers, Accounting Managers, and Finance leaders
- Drive adoption, engagement, and value realization across accounts
- Proactively manage account health and identify churn risk
- Lead QBRs, success planning, and ongoing check-ins
Retention & Growth
- Manage renewals for your book of business
- Identify and support expansion opportunities (seats, modules, entities, geographies, use cases)
- Partner with Sales to scope and close upsell and cross-sell opportunities
- Maintain accurate renewal forecasts and risk pipelines
Product Adoption & Enablement
- Lead customer enablement sessions and workflow optimization reviews
- Support rollout of new product features and modules
- Ensure customers are following best practices and getting maximum value from Campfire
Cross-Functional Collaboration
- Partner closely with Implementation to ensure smooth handoffs and successful go-lives
- Work with Support and Product to resolve issues and escalate customer feedback
- Represent customer voice internally and help improve processes across the customer lifecycle
Experience & Qualifications
- 3+ years of Customer Success or Account Management experience in B2B SaaS
- Experience supporting finance, accounting, or operations teams strongly preferred
- Bonus: ERP or accounting software experience (QuickBooks, Xero, Sage Intacct, NetSuite)
- Strong technical aptitude and ability to learn complex platforms quickly
- Bachelor’s degree or equivalent experience
Personal Attributes
- Customer-first mindset with strong ownership and accountability
- Excellent communicator and relationship builder
- Organized, proactive, and comfortable managing multiple accounts
- Strong problem-solver who thrives in a fast-moving startup environment
- Growth mindset and eagerness to learn and develop
Skills
B2B SaaS, Quickbooks, Xero, Sage Intacct, NetSuite, Customer Success, Account Management, QBRs, ERP, Finance Software
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