Implementation Specialist

About the role

Double is seeking a Customer Success Manager to join our growing team. This role involves conducting onboarding calls, training customers, ensuring technical implementation, maintaining high renewal rates, and providing ongoing support.

Responsibilities

• Conduct onboarding calls with prospective customers, train them to use the product, and help them realize value quickly
• Coordinate with Account Executives to identify any red flags that would hinder the prospect from subscribing to Double
• Maintain a high renewal rate after initial three month implementation period (80-85%)
• Proactively reach out to accounts to ensure they're continuing to reach their goals and respond to any inbound support inquiries in a timely manner
• Create customer education materials: record video feature overviews, ensure product documentation is up to date, and write user guides when necessary
• Keep your finger on the pulse of trending feature requests and areas within the product that could be improved, then document and share customer feedback with the rest of the team to inform our product roadmap

Requirements

Accounting/bookkeeping experience is required; exceptional candidates from adjacent fields who demonstrate a strong aptitude and genuine enthusiasm for the space will be considered. 2-3 years of experience in a customer-facing role at an early-stage SaaS startup.

Qualifications

• Ability to articulate complex concepts in a simple, straightforward manner, both in written and verbal communication
• Keen attention to detail, thoughtfulness, and a customer-centric mindset
• Knack and passion for process improvement, documentation, and increasing operational efficiencies
• Familiarity with modern SaaS technologies such as Slack, Notion, Hubspot and/or Salesforce

Skills

• Customer service skills
• Communication skills
• Technical proficiency with SaaS tools

Benefits

• Competitive pay and equity
• Unlimited PTO
• Health, dental, and vision insurance
• 401k plan

Pay

$70K - $90K

Schedule

Full-time