Customer Success Manager - Remote

Customer Success Manager – Remote (Dbl)Salary: $85k to $110kOnboarding Prospective Customers Conduct onboarding calls with new customers, train them to use the product, complete technical implementation steps, and help them realize value quickly Consistently host working sessions and check-in calls, team training sessions, and QBRs to facilitate adoption of core features and advanced/upsell products Coordinate with Account Executives to identify any red flags that would hinder the customer from renewing with Double Maintain a high renewal rate from subscription to first renewal (3 months) (target = 80-85%) as well as high overall retention rate going forward Expansion of Existing Accounts Proactively reach out to accounts in your pipeline to ensure they're continuing to reach their goals and respond to inbound support inquiries promptly Create and maintain customer education materials: record video feature overviews and write user guides for content-driven email sequences Drive expansion revenue of existing accounts in your pipeline (increase MRR) Internal Team Processes Document best practices, creating templates for customer engagement at key milestones for various user personas Help the team iterate to find the most efficient internal processes that reduce friction and best help our customers succeed Work experience Ideally someone who has had roles specifically in Customer Success (not just Sales,​ Support,​ Experience, or something adjacent) or at least some form of customer/client facing experience Ability to navigate and teach customers about complex software products and features Keen attention to detail,​ thoughtfulness,​ and a customer-​centric mindset 2 -​ 3 years of experience in a customer-​facing role at an early-​stage SaaS startup Bookkeeping or accounting industry experience is required Upbeat,​ interesting,​ positive personality Passionate,​ driven,​ motivated MiscellaneousInterested in working at a startup and taking on additional responsibilitiesNice-to-have Experience with implementation/onboarding customers onto a software platform and driving product adoption Proven track record of high renewal or retention rates;​ bonus = upsells or revenue-​driving activities Familiarity with modern SaaS tools such as Slack,​ Notion,​ and/or Salesforce Comfortable in organized chaos;​ aka an environment where things move quickly Originally posted on Himalayas