Associate Solutions Manager

About the role

The role is ideal for someone early in their career who wants hands-on experience in SaaS customer success while building deep expertise in accounting and finance workflows. You'll work closely with Solutions Managers who handle strategic account management, while you focus on the tactical execution that keeps customers happy and productive.

Responsibilities

• Execute customer onboarding.
  • Partner with Solutions Managers to complete onboarding tasks, conduct training sessions, and help new customers reach "Live" status quickly.
  • Own customer health and adoption post-implementation. Drive usage and feature adoption, surface expansion and churn risk before it hits the renewal, and route product feedback back to the team.
• Build enablement resources and scale support.
  • Create help articles, video tutorials, and templates that enable customer self-service.
  • Train AI support agents to improve response quality and reduce support volume.
• Maintain customer health and documentation.
  • Keep account records current, log interactions, track adoption metrics, and proactively identify struggling customers based on usage patterns.
• Drive continuous improvement.
  • Document product feedback and feature requests.
  • Identify opportunities to streamline support workflows and improve team efficiency.

Requirements

• Accounting Foundation: 3-4+ years of accounting experience including Big 4 public accounting and 1-2 years in-house at a tech or high-growth company. Deep understanding of the monthly close process, reconciliations, and financial operations.
• Customer-Centric Mindset: You genuinely care about helping customers succeed and take pride in delivering fast, thoughtful support. Eager to transition your accounting expertise into a customer-facing role.
• Strong Communication & Problem-Solving: Explain complex accounting concepts clearly in writing and on calls. Break down issues methodically and find solutions using your technical accounting knowledge and pattern recognition.
• Technical & Detail-Oriented: Learn new software quickly, maintain thorough documentation, and catch details that matter to customers. Comfortable navigating technical systems and eager to build software expertise.
• Bias for Action & Collaboration: Operate with urgency, take initiative, and know when to handle issues independently versus when to escalate to Solutions Managers or Engineering.

Qualifications

• Prior customer support or customer success experience at a B2B SaaS company
• Experience with accounting software like NetSuite, QuickBooks, or Xero
• CPA certification or actively pursuing
• Understanding of financial systems integrations and automation tools

What You'll Bring

• Accounting Foundation: 3-4+ years of accounting experience including Big 4 public accounting and 1-2 years in-house at a tech or high-growth company. Deep understanding of the monthly close process, reconciliations, and financial operations.
• Customer-Centric Mindset: You genuinely care about helping customers succeed and take pride in delivering fast, thoughtful support. Eager to transition your accounting expertise into a customer-facing role.
• Strong Communication & Problem-Solving: Explain complex accounting concepts clearly in writing and on calls. Break down issues methodically and find solutions using your technical accounting knowledge and pattern recognition.
• Technical & Detail-Oriented: Learn new software quickly, maintain thorough documentation, and catch details that matter to customers. Comfortable navigating technical systems and eager to build software expertise.
• Bias for Action & Collaboration: Operate with urgency, take initiative, and know when to handle issues independently versus when to escalate to Solutions Managers or Engineering.

Success Looks Like

• Support Excellence: Maintain fast response times, resolve the majority of tickets without escalation, and achieve high customer satisfaction scores
• Onboarding Execution: Support multiple customer onboardings per quarter with quick time-to-Live
• Documentation & Enablement: Create high-quality resources that reduce support volume and enable self-service
• Reliable Medic Coverage: Successfully handle rotation duties during business hours and month-end close periods
• Team Impact: Become a product expert quickly and free up significant Solutions Manager capacity through excellent execution on tactical work

How We Work

• This role is in person in San Francisco or New York (in office by default but with flexibility to manage your schedule as you see fit).
• We strongly believe we will only be successful if everyone on the team is anchored in our following set of core principles:
• Brick by Brick: To win, our team needs to show up and execute in each domain every day.
• Love the Game: We focus on the craft and a deep sense of giving a f*ck. We're building a company full of people who are equally engaged and motivated.
• SALY: We refuse to accept "Same As Last Year."
• Own the Outcome: We own our results. We typically hire builders and give them large mandates with high-trust. Even in support roles, you're responsible for customer outcomes, not just task completion.
• Earn the Right: We're impatient to deliver results. We relentlessly iterate, measure, and improve. Every day is an opportunity to beat our prior best, raising the bar for the value we deliver to customers.

Compensation Range

$100K - $145K