Must have experience: Please don't apply otherwise

• 1 - 3 years of experience in a customer-facing role, ideally at an early-stage SaaS startup
• Startup experience preferred
• Familiarity with SaaS technologies such as Slack, Notion, Hubspot and/or Salesforce

THIS IS NOT A TECHNICAL ROLE. This is a Customer Success role.

About the company:

This fast-growing, remote-first startup is building modern software for accounting and bookkeeping firms. Rather than serving individual small business owners, they enable the firms that support those businesses, streamlining how they manage client work, team collaboration, and communication. The platform helps firms catch accounting errors, deliver cleaner reports, and scale their operations more efficiently. Following a successful Series A fundraise, they are expanding rapidly, with a focus on building a world-class sales team to drive continued growth across North America.

Role Overview:

• Team: Part of Customer Success, but supports SMB clients (10–50 bookkeeping clients)
• Reports to: Head of Implementation
• Team Composition: 5 Implementation Specialists, 4 CSMs, Head of CS

Responsibilities:

• Lead onboarding and training for SMB accounting/bookkeeping firms post-sale
• First call: 1-hr onboarding + initial account setup (white-label branding, task workflows, user access)
• Follow-up: 30-min syncs across 3-month implementation period (4–10 total)
• Final renewal call (~90 days): answer final Qs, assess account health
• Post-implementation: No handoff to CSM; clients rely on help center, live chat, and YouTube channel

Key Metrics / KPIs:

• Renewal rate at 90 days – primary metric
• Churn rate – tracked but less weighted
• Time to close – ability to fully onboard accounts within the 3-month window
• Health score – indicates actual app usage, engagement
• Call coverage: ~1 onboarding + 3–4 sync calls/day (~50–60 active accounts at a time)
• Expectation: Constant calls throughout the day

Compensation:

• $70k - $90k (70k-90k base with 10k bonus)

They also offer:

• Competitive pay and equity
• Unlimited PTO
• 100% Sponsored Health, Dental, and Vision Insurance
• Monthly health and fitness stipend
• WFH office stipend