Customer Success Manager
Owns key client relationships for a B2B SaaS revenue platform, drives adoption and ROI for finance/AR teams, resolves issues, and identifies expansion via data analytics. Requires 5+ years CS experience, financial systems knowledge, and SQL proficiency.
About the job
What You’ll Do
- Manage a portfolio of customers, acting as the primary point of contact for adoption, escalation, and renewal.
- Drive customer success outcomes: reduce DSO, increase automation adoption, and demonstrate ROI through regular business reviews and success plans.
- Deliver onboarding, training, and enablement to finance and AR teams; create playbooks and best-practice guides.
- Proactively identify and resolve product, process, and data issues; coordinate with Support and Engineering to manage escalations.
- Gather, synthesize, and communicate customer feedback and feature requests to Product and cross-functional teams.
- Use data and analytics (BI tools, SQL, dashboards) to monitor account health, identify risks and expansion opportunities, and measure impact.
- Build strong relationships with finance, AR, and operations stakeholders to drive long-term retention and expansion.
Who You Are
- 5+ years of experience in customer success, account management, or a closely related customer-facing role at a B2B SaaS company; experience supporting finance, AR, or operations personas is a strong plus but not necessary.
- Track record of owning a book of customers and driving measurable outcomes across adoption, retention, and expansion (NRR, GRR, logo retention).
- Comfortable leading executive business reviews, success planning, and renewal/expansion conversations with finance and operations stakeholders.
- Working knowledge of accounts receivable, B2B invoicing, collections, and AR workflows—or a strong appetite to develop deep fluency quickly.
- Hands-on experience with financial systems (QuickBooks, NetSuite, ERP integrations) and CRMs (Salesforce, HubSpot), and comfort troubleshooting accounting/data issues.
- Data-driven: experience using SQL, BI tools, and metrics to shape account strategy and measure outcomes.
- Excellent communicator with strong cross-functional collaboration skills and an empathetic, customer-first mindset.
- Organized, prioritizes effectively, and able to independently solve complex problems.
- Growth mindset, fast learner, and comfortable working in a high-growth startup environment.
Skills
SQL, BI Tools, Quickbooks, NetSuite, Salesforce, HubSpot, Erp Integrations, Dashboards, Accounts Receivable, B2B Invoicing
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