Customer Success Manager - Remote

SIVAD Consulting; United States; Remote; USD 85,000 - 110,000; Full time

Job summary

SIVAD Consulting is seeking a Customer Success Manager for a remote role in the United States. You will onboard new customers, train them on the product, and drive quick realization of value through structured onboarding and implementation steps.

You will conduct ongoing sessions, trainings, and QBRs to promote core features and upsell opportunities while collaborating with Account Executives to mitigate renewal risks and maintain high retention.

Qualifications

• 2–3 years of experience in a customer-facing role at an early-stage SaaS startup
• Ability to navigate and teach customers about complex software products and features
• Keen attention to detail and a customer-centric mindset
• Experience in bookkeeping or accounting industry is required
• Proactive in onboarding, training, and enabling adoption of product features

Responsibilities

• Onboard prospective customers, train them to use the product, and guide technical implementation to realization of value
• Host regular working sessions, QBRs and team trainings to promote core features and upsell products
• Coordinate with Account Executives to address renewal risks and support retention goals
• Expand revenue by proactively engaging existing accounts and creating customer education materials
• Document best practices and create templates to streamline customer engagement at key milestones

Skills

Customer Success

Onboarding

Account expansion

Training & coaching

Communication

Attention to detail

Customer facing

Education

Bookkeeping/Accounting experience

Tools

Slack

Notion

Salesforce

Job description

Customer Success Manager – Remote (Dbl)

Salary: $85k to $110k

Onboarding Prospective Customers

• Conduct onboarding calls with new customers, train them to use the product, complete technical implementation steps, and help them realize value quickly
• Consistently host working sessions and check-in calls, team training sessions, and QBRs to facilitate adoption of core features and advanced/upsell products
• Coordinate with Account Executives to identify any red flags that would hinder the customer from renewing with Double
• Maintain a high renewal rate from subscription to first renewal (3 months) (target = 80-85%) as well as high overall retention rate going forward

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 promptly
• 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

• 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

Work experience

• Ideally someone who has had roles specifically in Customer Success (not just Sales, Support, Experience, or something adjacent) or at least some form of customer/client facing experience
• Ability to navigate and teach customers about complex software products and features
• Keen attention to detail, thoughtfulness, and a customer-centric mindset
• 2 - 3 years of experience in a customer-facing role at an early-stage SaaS startup
• Bookkeeping or accounting industry experience is required
• Upbeat, interesting, positive personality
• Passionate, driven, motivated

Miscellaneous

• Interested in working at a startup and taking on additional responsibilities

Nice-to-have

• Experience with implementation/onboarding customers onto a software platform and driving product adoption
• Proven track record of high renewal or retention rates; bonus = upsells or revenue-driving activities
• Familiarity with modern SaaS tools such as Slack, Notion, and/or Salesforce
• Comfortable in organized chaos; aka an environment where things move quickly