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 bachelor's degree.
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
Mid-Market Customer Success Manager
Own a book of mid-market accounts as a trusted advisor, driving adoption, retention, and expansion of Brex's spend management platform with finance teams. Requires 4+ years in customer-facing roles at high-growth startups and fluency in fintech/finance systems.
Customer Success Performance Insight Analyst
Analyze customer experience data, maintain QA platforms, design LLM prompts, and deliver insights to improve CS operations and AI accuracy. Requires 3-5+ years in CX/analytics and strong BI/LLM experience.
Startup Customer Success Manager - Americas
Manage a pooled book of early-stage startup customers, delivering onboarding, documentation, webinars, and ongoing support while owning operational projects. Requires 2+ years of customer-facing experience with complex SaaS products.
Senior Customer Success Manager
Senior CSM managing Enterprise (G2000) accounts, driving retention, revenue, and advocacy through strategic customer advisory and cross-functional coordination. Requires 7-10+ years technical customer-facing experience with 4+ years Enterprise accountability.