Associate Solutions Manager
Handles tactical customer support, onboarding execution, and adoption monitoring for accounting SaaS platform. Requires 3-4+ years accounting experience (Big 4 + tech in-house) with strong problem-solving and communication skills.
About the job
What You'll Do
- Execute customer onboarding. Partner with Solutions Managers to complete onboarding tasks, conduct training sessions, and help new customers reach "Live" status quickly.
- Own customer health and adoption post-implementation. Drive usage and feature adoption, surface expansion and churn risk before it hits the renewal, and route product feedback back to the team.
- Build enablement resources and scale support. Create help articles, video tutorials, and templates that enable customer self-service. Train AI support agents to improve response quality and reduce support volume.
- Maintain customer health and documentation. Keep account records current, log interactions, track adoption metrics, and proactively identify struggling customers based on usage patterns.
- Drive continuous improvement. Document product feedback and feature requests. Identify opportunities to streamline support workflows and improve team efficiency.
What You'll Bring
Accounting Foundation: 3-4+ years of accounting experience including Big 4 public accounting and 1-2 years in-house at a tech or high-growth company. Deep understanding of the monthly close process, reconciliations, and financial operations.
Customer-Centric Mindset: You genuinely care about helping customers succeed and take pride in delivering fast, thoughtful support. Eager to transition your accounting expertise into a customer-facing role.
Strong Communication & Problem-Solving: Explain complex accounting concepts clearly in writing and on calls. Break down issues methodically and find solutions using your technical accounting knowledge and pattern recognition.
Technical & Detail-Oriented: Learn new software quickly, maintain thorough documentation, and catch details that matter to customers. Comfortable navigating technical systems and eager to build software expertise.
Bias for Action & Collaboration: Operate with urgency, take initiative, and know when to handle issues independently versus when to escalate to Solutions Managers or Engineering.
Nice to Haves (Not Required)
- Prior customer support or customer success experience at a B2B SaaS company
- Experience with accounting software like NetSuite, QuickBooks, or Xero
- CPA certification or actively pursuing
- Experience with multi-entity or multi-currency accounting
- Understanding of financial systems integrations and automation tools
Skills
NetSuite, Quickbooks, Xero, Monthly Close Process, Reconciliations, Financial Operations, Multi-Entity Accounting, Multi-Currency Accounting, Financial Systems Integrations, Automation Tools
Similar jobs
Customer Success jobs
Sleeper
United States
Customer Success Associate supporting Sleeper's sports gaming platform (Sleeper Picks DFS product) on night shift. Responsibilities include user support via multiple channels, fraud review, feedback collection, and collaboration with internal teams. Requires 2+ years customer support experience, strong communication, empathy, and availability for nights/weekends/holidays.
GovDash
United States
Owns customer onboarding from signed deal through early adoption, including discovery, implementation, training, migration, and handoff to Account Management. Requires 2+ years of proposal development or capture experience and strong client communication skills.
Tigerdata
United States
Own a portfolio of technical B2B SaaS customers, driving onboarding, adoption, retention, expansion, and advocacy. The role requires at least two years of customer success experience, technical fluency with databases or infrastructure, and the ability to engage both executive and engineering stakeholders.
Forge
Sioux Falls, SDCustomer Success Specialist supporting clients with self-directed retirement accounts via phone, chat, and email. Requires 2+ years customer service experience, strong communication skills, and ability to solve complex issues.
Okta
Chicago, IL
Supports customers in adopting and securely using Auth0 and related identity technologies through proactive outreach, technical guidance, webinars, and cross-functional programs. The role is designed for new graduates with strong communication, analytical skills, and foundational knowledge of IAM, SaaS, cloud infrastructure, and security.