Customer Success Manager
Core
Main point of contact for larger firms, responsible for onboarding, training, and ensuring success in the Double all-in-one bookkeeping tool for startups and small businesses.
Role type
Customer Success Manager (SaaS)
Builds
Onboarding process, customer education materials, product adoption, and expansion revenue for Double's bookkeeping platform.
Domain
Accounting/Finance SaaS for small businesses and startups.
Deliverable
product features
Required skills
Onboarding and training, account management, conversion optimization, customer feedback documentation, process improvement, Zoom facilitation, user guide creation, MRR growth.
Preferred skills
Accounting/finance experience, familiarity with Slack, Notion, Hubspot, Salesforce.
Responsibilities
Conduct onboarding calls and technical implementation, coordinate with Account Executives to identify red flags, maintain high conversion rates from Free Trial to subscription, proactively reach out to existing accounts to ensure goal achievement, create customer education materials (video overviews, user guides), document feature requests and feedback for the product roadmap, create templates for customer engagement, iterate on internal processes to reduce friction.
Seniority
Mid-level, hands-on IC
