Customer Success Specialist (Contract)

Ambrook; San Francisco (CA); On-site; USD 34,440,000 - 61,992,000; Part time

Job summary

Ambrook is seeking a Customer Success Specialist to be the face of Ambrook for our customers—bringing warmth, financial fluency, and the ability to simplify complex concepts for family‑run businesses.

You'll answer questions, guide onboarding, and help customers maximize Ambrook's chart of accounts, P&L, and balance sheet understanding. This contract role requires 20–40 hours per week with some evenings and weekend coverage.

Qualifications

• Strong bookkeeping or accounting background and ability to explain Balance Sheet, P&L, and cash flow to newcomers.
• Clear, professional written and spoken communication with business owners.
• People-oriented, able to problem-solve and help customers succeed.

Responsibilities

• Handle customer questions via chat and live support, delivering prompt and friendly responses.
• Lead live onboarding calls to help new customers set up accounts and migrate from other systems.
• Provide feedback to product and engineering teams about common questions and friction points.

Skills

Bookkeeping

Accounting

Job description

Ambrook helps American family-run businesses become more profitable and resilient. From volatile markets to climate shifts, independent operators face mounting pressure. While sustainable investments often yield the best long‑term returns, they require financial clarity and capital that fragmented legacy systems can’t provide. We are rebuilding the financial infrastructure that real economy operators rely on. By replacing paperwork with modern tools for accounting, banking, and spending, Ambrook gives owners the data they need to prove viability to lenders and the next generation. We empower the stewards of land and labor to make confident investments in their future. We’re a Series B startup backed by Lachy Groom, Thrive Capital, Dylan Field, Thomson Reuters Ventures, Cameron Ventures, and leaders at Notion, Gusto, and Vercel. We’re looking for team members to help us untangle the intersection of American industry, climate, and the economy.

The opportunity

At Ambrook, every customer interaction is a chance to build trust and deliver real value to the operators who depend on us. We're looking for a Customer Success Specialist who can be the face of Ambrook for our customers — someone who brings genuine warmth, financial fluency, and a knack for making complex things feel simple.

You’ll be the person customers turn to when they have questions, hit a snag, or need help getting the most out of Ambrook. Whether you’re walking a rancher through setting up their chart of accounts or helping a first‑time user understand their Profit & Loss statement, you’ll play a direct role in helping family‑run businesses get the financial clarity they need to thrive. This is a contract role (20–40 hours/week) with flexibility. In this role, you will work some evenings and weekends to support our customers where they are.

We're looking for someone who we can count on to…

• Represent Ambrook for customers navigating our product — in writing, on calls, and in every interaction that shapes how they feel about us.
• Master the product inside and out, developing deep familiarity with Ambrook's features so you can confidently guide customers through setup, troubleshooting, and best practices.
• Learn the ins and outs of agricultural bookkeeping, the larger farm finance ecosystem, and the specific needs of the operators who rely on us.
• Improve the customer experience by sharing patterns, feature requests, and product feedback with our product, design, and engineering teams.

Within 1 month you'll...

• Familiarize yourself deeply with Ambrook's product, features, and customer base including our core audience segments and their unique financial needs.

• Handle the support chat independently, providing prompt, accurate, and friendly responses to customer questions.

• Lead your first live onboarding calls, helping new customers successfully set up their accounts and transition from other systems onto Ambrook.

• Build strong working relationships with teammates across growth, product, and engineering.

Within 3 months you'll...

• Own a high volume of customer interactions across support chat and onboarding calls, consistently delivering a best‑in‑class experience.

• Serve as a trusted resource for customers navigating accounting concepts from reconciling transactions to understanding their balance sheet by providing clear, accessible guidance.

• Provide regular, structured feedback to our product and engineering teams on recurring customer questions, friction points, and feature requests.

• Help shape how we onboard and support customers as we scale, contributing to process improvements and documentation.

About You

• Strong bookkeeping or accounting background. You've done the books in a software tool and can comfortably explain concepts like the Balance Sheet, Profit & Loss, and cash flow to someone hearing them for the first time.

• A clear, professional communicator at ease in written support chat and on live video or phone calls, with a tone that builds trust and feels approachable to business owners.

• A people person — you get genuine energy from working with customers, problem‑solving alongside them, and helping them succeed.

• Strong attention to detail. You're the kind of person who digs carefully into a question before jumping to an answer, and you catch the things others miss.

• Comfortable with ambiguity and a fast‑moving environment — you can prioritize independently and adapt as things change.

• Available for a minimum of 20 hours/week on a contract basis, with flexibility to cover some evenings and/or weekend hours.

• Bonus: You're an existing Ambrook customer with firsthand experience using our product and strong financial acumen.

• Bonus: Background or personal experience in agriculture, construction, trucking, or another trade industry.