Customer Success Manager

ABOUT DOUBLE Bookkeepers today are stuck working in excel spreadsheets and homegrown project management solutions to support their clients. Double is on a mission to change that. With our all-in-one tool, bookkeepers can manage their work, communicate with clients, catch hard-to-find errors, and deliver reports to help their small business customers make smarter strategic decisions. Founded in 2021, Double has raised $12M in funding, backed by leading tech investors like Y Combinator and founders at top startups like Lattice, Front, Superhuman, Plaid, and more. Double currently helps thousands of bookkeepers and accountants manage the books for startups and small businesses across the US. We're bringing on dozens of new customers each month. You will be the main point of contact for larger firms and will be responsible for helping them onboard and succeed in our product. WHAT YOU'LL DO Onboarding Prospective Customers - Conduct onboarding calls with prospective customers, train them to use the product, complete technical implementation steps, 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 conversion rate from Free Trial to subscribed customer (80-85%) Expansion of Existing Accounts - Proactively reach out to accounts in your pipeline to ensure they're continuing to reach their goals and respond to inbound support inquiries in a timely manner - Identify barriers to success or any roadblocks that would hinder accounts from fully adopting the full feature suite Double offers - Facilitate continued check-ins, team training calls, and Q&A sessions via Zoom  - Create and maintain customer education materials: record video feature overviews and write user guides for content-driven email sequences - Drive expansion revenue of existing accounts in your pipeline (increase MRR) Internal Team Processes - 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 - Document best practices, creating templates for customer engagement at key milestones for various user personas - Help the team iterate to find the most efficient internal processes that reduce friction and best help our customers succeed - Take on additional projects that inspire you and help move the needle for our team WHO YOU ARE - 2-3 years of experience in a customer-facing role at an early-stage SaaS startup - 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 - Accounting/finance experience is preferred; interest in learning the space is required BENEFITS - Competitive pay and equity - Unlimited PTO - Health, dental, and vision insurance Double provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.