Remote Bookkeeping & Customer Success Specialist

Mindlance, Inc.; United States; A distancia; USD 65.000 - 95.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Relationship management

Customer Success

Account management

Consultative approach

Finance knowledge

Descripción del empleo

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.