Customer Success Manager

April 13, 2023

Keeper.app

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We make software to help bookkeepers do their work.

2 - 10

Description

Bookkeepers can manage their work, communicate with clients, catch hard-to-find errors, and deliver reports to help their small business customers make smarter strategic decisions. You will be the main point of contact for larger firms and will be responsible for helping them onboarding and succeed in our product. Conduct onboarding calls with new customers, train them to use the product and help them to realize value quickly Proactively reach out to active users to ensure they're continuing to reach their goals, and respond to inbound support inquires in a timely manner Document best practices and map the customer journey, creating templates for customer engagement at key milestones for various user personas Create and maintain customer education materials: record video feature overviews, ensure product documentation us up to date, and write user guides Document and share customer feedback to the rest of the team to inform our product roadmap

Requirements

• 2-3 years of experience in a customer-facing role at an early stage SaaS startup • Ability to articulate complex concepts in a simple, straightforward manner, both in written and verbal communication • Knack and passion for process improvement, documentation and increasing operational efficiencies • Familiarity with modern SaaS technologies such as Slack, Notion, Hubspot and/or Salesforce • Accounting / finance experience is preferred; interest in learning the space is required

Benefits

• Competitive pay and equity • Unlimited PTO • Health, dental, and vision insurance