Customer Success Manager

About the role

Double is an innovative SaaS company founded in 2021, aiming to revolutionize the way bookkeepers manage their clients' financial data. With our all-in-one tool, we empower bookkeepers to streamline their workflows, enhance client communication, and provide actionable insights through comprehensive reports. Since our inception, we've secured $12M in funding from prominent investors including Y Combinator and experienced entrepreneurs from leading startups.

Responsibilities

• Conduct onboarding calls with prospective customers, train them to use the product, and assist in completing technical implementation steps.
• Maintain a high conversion rate from free trials to subscribed customers (80-85%).
• Proactively engage with existing accounts to ensure they continue to meet their goals and address any support inquiries promptly.
• Identify and address barriers to full adoption of our product's features, facilitating regular check-ins, training sessions, and Q&A sessions.
• Create and maintain customer education materials, such as video feature overviews and user guides, to support our customers.
• Drive expansion revenue for existing accounts in your pipeline by increasing monthly recurring revenue (MRR).
• Collaborate with the team to improve internal processes, document best practices, and contribute to the product roadmap based on customer feedback.

Requirements

We are seeking a proactive and detail-oriented individual with 2-3 years of experience in a customer-facing role at an early-stage SaaS startup. This role requires strong communication skills, the ability to simplify complex concepts, and a keen interest in process improvement and customer satisfaction.

Qualifications

• Familiarity with modern SaaS technologies such as Slack, Notion, HubSpot, and Salesforce.
• Experience in accounting or finance is preferred but not required; a genuine interest in the industry is essential.

Skills

• Excellent verbal and written communication skills.
• Strong problem-solving and customer service skills.
• Attention to detail and a customer-centric mindset.
• Experience with modern SaaS tools and platforms.

Benefits

At Double, we offer competitive compensation and equity packages, unlimited paid time off (PTO), health, dental, and vision insurance. We are committed to fostering a diverse and inclusive workplace and providing equal opportunities to all employees and applicants.

Pay

$80K - $100K annually

Schedule

Full-time position with flexible working hours to accommodate remote work.