Bookkeeping Support (Customer Success)

Mindlance, Inc.; United States; Remote; USD 65,000 - 95,000; Full time

Job summary

Mindlance, Inc. has a remote Customer Success Specialist role focused on accounting, bookkeeping and finance support. The position is a 12-month contract and client-facing, requiring interaction with customers on bookkeeping queries.

Responsibilities include managing pooled accounts, monitoring health signals, covering teammates, and identifying expansion opportunities while protecting retention metrics.

Qualifications

• 2–5 years of experience in a relationship-first Customer Success or account management role.
• Proven ability to build durable, long-term customer relationships and drive retention.
• Comfort able to operate in a pooled, queue-routed model without 1:1 ownership.
• Strong business acumen; experience in finance, accounting, bookkeeping or B2B SaaS is helpful.

Responsibilities

• Own a share of a pooled, queue-routed book at about 1:150, replying to inbound needs in the shared queue.
• React to customer signals with automated account briefs and insights; intervene when health signals arise.
• Provide coverage for teammates' accounts during absences or overflow using routing logic.
• Monitor customer health scores and feature-adoption trends; intervene when usage declines.
• Find expansion opportunities from conversations and create Qualified Customer Success Leads.
• Protect logo and dollar retention; lead retention conversations and escalate issues as needed.
• As scope expands to Tier 2 accounts, onboard, advise on adoption and workflows across Money/Payments, Bill Pay, Payroll.

Skills

Relationship management

Customer Success

Account management

Consultative approach

Finance knowledge

Job description

One of our clients is hiring for the below role, please see the details

Job Title: Customer Success Specialist – Accounting / Bookkeeping / Finance background

Duration: 12 Month's Contract

Location: Remote

Note

• Client is looking for someone who can provide Bookkeeping / Accounting support to clients.
• This is a client facing role and will involve interacting with clients related to their Bookkeeping queries.
• Client is open to transferable skills.

The core of the team — interpretive‑to‑consultative, managing a pooled or dedicated Tier 2 book and accountable for retention, customer health, and adoption outcomes.

Core Responsibilities

• Own a share of a pooled, queue‑routed book at a target ratio of approximately 1:150 rather than a fixed 1:1 account list, responding to inbound customer needs routed through a shared queue rather than a personal CSM inbox.
• Operate reactively and against customer signals within a book supported by automated, digitally delivered account briefs and insights — stepping in when a customer engages or when a health signal indicates intervention is needed, rather than following a fixed proactive cadence.
• Provide seamless coverage for teammates' accounts during absences or periods of overflow, using the queue's routing and reassignment logic.
• Monitor customer health scores and feature‑adoption trends, with particular attention to engagement decay on features that reset every 30 or 90 days and intervene early when usage declines.
• Find expansion opportunities as they arise organically from customer conversations and create Qualified Customer Success Leads as appropriate
• Protect logo and dollar retention as the primary success measures for the initial cohort — lead retention conversations, diagnose whether an issue is technical, functional, or operational, and elevate genuine commercial or gray‑area issues to the appropriate Client FTE.
• As scope expands into Tier 2a and Tier 2b accounts, provide guided onboarding confirmation, adoption and workflow consulting, and specialist first‑attach motions across areas such as Money/Payments, Bill Pay, and Payroll, warming qualified opportunities for Client FTE close.

Key Qualifications

• 2–5 years of experience in a relationship‑first Customer Success, account management, or consultative role — not a project‑based, “get them live and move on” background. Client draws this distinction explicitly from its Implementation Consultant profile.
• Demonstrated ability to build durable, long‑term customer relationships and execute a retention motion, not simply a growth or new‑business motion.
• Comfort operating within a pooled, queue‑routed model without dedicated 1:1 account ownership, including providing coverage across teammates' accounts when needed.
• Strong business acumen. Experience in finance, accounting, bookkeeping, or B2B SaaS is a meaningful advantage, particularly for future Tier 2b specialist attach work, but remains secondary to relationship‑building and retention capability.

EEO

“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”