Senior Customer Success Manager

DebtBook

Charlotte (NC)

On-site

USD 90,000 - 110,000

Full time

14 days+

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Benefits offered by this job

Competitive salaries plus equity

Comprehensive health, dental, and vision insurance

401(k) with employer match

Generous leave policies

Professional development opportunities

Job summary

A leading fintech company is seeking a Senior Customer Success Manager in Charlotte, NC. Ideal candidates will have 4+ years of experience and a background in accounting or finance. This role involves managing relationships with government clients to ensure the smooth implementation and ongoing use of the company's software. Applicants should possess strong communication skills and be passionate about customer success. Benefits include competitive salaries and comprehensive health insurance.

Qualifications

1-2 years of experience in a public finance-related role.
4+ years of relevant experience.
Strong communication skills to reach out to customers.

Responsibilities

Manage a book of business primarily with governmental customers.
Ensure a seamless implementation experience for customers.
Engage customers to promote adoption and utilization of products.

Skills

Consultative skills

Communication

Project management

Customer engagement

Microsoft Excel proficiency

Education

Accounting or finance background

Job description

Senior Customer Success Manager

Join to apply for the Senior Customer Success Manager role at DebtBook.

Base pay range

$90,000.00/yr - $110,000.00/yr

DebtBook is an industry‑leading fintech software platform that revolutionizes the way local government, higher education, and healthcare finance teams work. Our powerful, cloud‑based software helps these organizations manage all aspects of their debt, cash, leases, and subscriptions, streamline financial reporting, and share information simply with others. We are passionate about modernizing treasury management and simplifying accounting compliance in the public sector, allowing organizations to break through operational barriers to unlock strategic insights.

ABOUT THIS ROLE

We're looking for a candidate with treasury or governmental accounting experience who can be a consultative partner to our enterprise‑level treasury customers as the Sr. Customer Success Manager. If this is you and you bring exceptional communication and relationship building skills please apply to join our growing team! Our Customer Success Management team is responsible for managing implementation projects to set customers up for success and for maintaining those positive customer relationships that ultimately lead to contract renewal with DebtBook. You will be responsible for engaging DebtBook customers at all levels of their organization in an effort to promote adoption and full utilization of the DebtBook suite of products.

WHAT YOU'LL DO

Manage a book of business- primarily governmental customers across the enterprise segment
Ensure a seamless implementation experience by facilitating the transfer of customer data, provisioning accounts, and overseeing setup processes for new and existing customers
Reach out to customers by phone and email throughout the customer lifecycle and ensure appropriate engagement
Educate customers on the value of new functionality and foster feature adoption
Meet with customers before their renewal period to understand and address their needs, concerns, and goals
Partner with the account management team to optimize retention efforts and identify opportunities for expansion
Act as the voice of the customer internally, sharing customer feedback with the product team
Identify signs of potential churn or dissatisfaction and collaborate on strategies to mitigate risks
Ensure customer concerns are addressed promptly to maintain satisfaction
Assist in updating and managing resource guides to ensure user understanding and adoption
Take ownership over the implementation process, drive efficiencies, and continuously improve the overall customer onboarding experience

WHAT YOU BRING

1-2 years of experience in a public finance-related role
4+ years of relevant experience
Accounting or finance background required
Strong communication skills to reach out to customers on the phone and via email to build trust, and ensure value delivery.
Self‑motivated, with strong project management and organizational skills
Proficient in all Microsoft Excel, including formulas and functions
Strong desire to work with customers to demonstrate the value of the DebtBook application.
Willingness and ability to become a product expert on all areas of the application.
A passion for technology and how it can transform organizations
Comfort in a fast moving startup environment with shifting business demands

GROW

We believe in continuous improvement, never accepting the status quo as good enough, and iterating to move quickly without compromising on quality.
We are energized by the fast‑paced rate of change that growth demands and see new challenges as opportunities for resilience and personal development.
We are driven by curiosity to think creatively, innovate, and experiment, and we humbly incorporate lessons learned from success and failure along the journey.

OWN Your Outcomes

We hold ourselves accountable for exceptional effort, execution, reliability, professionalism, and results that add tremendous value for customers.
We are all individual contributors, responsible for delivering value to our customers, team, and company with every action we take.
As managers, we lead by example in both what we do and how we do it, and stay personally familiar with the work as we coach our teams.
We follow through on our decisions and commitments with action.

ABOVE & Beyond

We create moments of magic, surprising and delighting our customers at every touchpoint.
We run towards problems and enthusiastically jump in to help colleagues however we can be valuable.
We take pride in proactively doing the extra little things that set us apart, even when no one is watching.

TEAM Over Ego

There is no task needed at DebtBook that is beneath any of us.
We work hard to be the teammate others want on their team.
We have the courage to have hard conversations and the grace to receive honest feedback in pursuit of excellence.

WHY DEBTBOOK

DebtBook is a fast‑growing company where we dream big, move fast, make an impact, and bring joy to everything we do. Our core values drive our success as an organization, and we are looking for talented teammates who share our passion for challenging the status quo, innovating in all we do, and wanting to make a difference.

Benefits & Perks

When it comes to benefits and perks, we are committed to supporting our employees' well‑being to make their lives better, both in and out of the office. We offer:

Competitive salaries plus equity (stock options) for all employees;
Comprehensive health, dental, and vision insurance, 401(k) with employer match (100% match on the first 3% and 50% match on the next 2%)
Generous leave policies (including unlimited PTO)
Professional development opportunities and tuition reimbursement
Family and wellness perks

DebtBook is an Equal Opportunity Employer. We value diversity and prohibit discrimination and unlawful harassment in the workplace. All applicants will receive consideration for employment based upon their qualifications without regard to race, religion, color, national origin, ethnicity, gender, gender identity or expression, pregnancy, sexual orientation, age, marital status, genetic information, political affiliation, National Guard or veteran status, disability, or any other protected status under federal, state, or local law. We welcome and encourage applicants with disabilities to contact our team for assistance during the application and hiring process. We are committed to expanding accessibility and making reasonable accommodations in accordance with applicable law.

Seniority Level