Customer Success Manager – Remote (Dbl)
Salary: $85k to $110k
Onboarding 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
Miscellaneous
- Interested in working at a startup and taking on additional responsibilities
Nice-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
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