Customer Success Manager

The role

Raydar is recruiting for this role on behalf of our client. Guide customers from onboarding through renewal and expansion, combining hands-on training, account check-ins and customer education. The role also involves documenting repeatable engagement processes and working with sales colleagues to protect renewals.

What you'll do

• Run onboarding calls, complete setup steps and train new customers on the platform so they reach value quickly.
• Host working sessions, check-ins, team training and quarterly business reviews to drive adoption of core and advanced features.
• Work with sales colleagues to spot risks to renewal early.
• Track and work toward renewal and retention targets from first renewal onward.
• Reach out to existing accounts, answer support inquiries promptly and surface expansion opportunities that grow recurring revenue.
• Produce customer education content such as video overviews and user guides.
• Write playbooks and templates for customer engagement at key milestones, and recommend process improvements that reduce friction.

What we're looking for

• Experience in bookkeeping or accounting, or at a SaaS or fintech company that serves bookkeepers and accountants.
• Prior work interacting directly with clients or buyers in some capacity.
• Working knowledge of accounting fundamentals and bookkeeping workflows such as month-end close, reconciliation, and accounts payable and receivable.
• Ideally, experience training users on a product as a customer success manager at a B2B SaaS company in accounting or bookkeeping.
• Consistently strong results on retention, revenue and satisfaction metrics.
• A personable, positive and thoughtful approach to working with people.
• Ability to explain complex topics clearly and patiently.
• Familiarity with, and interest in, AI tools that automate workflows.

Bonus points

• Background in launching new users on software and lifting how widely a product gets used.
• Degree in finance or accounting.
• Previous responsibility for retention in a prior role.

Compensation and benefits

• Salary: $90K - $120K
• Equity
• Health, dental and vision coverage
• Flexible time off
• Retirement plan

Location and work model

• Remote (US or Canada)
• Full-time