Customer Success Manager

Customer Success Manager - Accounting Focus WHAT YOU’LL DOAs Customer Success Manager with an accounting focus, you will be: Managing a portfolio of mid-market governmental customers, with a specific focus on supporting their accounting teams and financial leaders. Ensuring a seamless implementation experience by expertly guiding the transfer of customer financial data, provisioning accounts, and overseeing the setup processes for new and existing clients. Maintaining consistent engagement throughout the customer lifecycle through proactive phone and email communication.

Educating customers on new features and their alignment with new accounting standards and financial workflows, fostering strong adoption that directly enhances their efficiency when preparing for auditMeeting with customers prior to their renewal to thoroughly understand and address their ongoing accounting needs, concerns, and strategic objectives. Partnering closely with the account management team to optimize retention and identify opportunities where we can further enhance their financial management capabilities. Acting as the internal voice of the customer, sharing feedback with the product team to help shape future product enhancements.

Proactively identifying signs of potential churn or dissatisfaction and collaborating on strategies to mitigate risks. Ensuring all customer concerns are addressed promptly and effectively to maintain high satisfaction. Assisting in the development and maintenance of resource guides, ensuring they clearly explain features from a user perspective to drive understanding and adoption. Take ownership of the implementation process, drive efficiencies, and continuously improve the overall customer onboarding experience, always keeping accounting best practices in mind.

WHAT YOU BRING3+ years of experience in a role utilizing accounting or finance educationAccounting or finance background requiredProfessional Customer Service experienceStrong 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 skillsProficient in all Microsoft Excel, including formulas and functionsStrong desire to work with customers to demonstrate the value of the application. Willingness and ability to become a product expert on all areas of the application.

A passion for technology and how it can transform organizationsComfort in a fast moving startup environment with shifting business demandsBENEFITS & 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 4% employer match;Flexible work schedules and generous leave policies (including unlimited PTO);Professional development opportunities and tuition reimbursement;Family and wellness perks;Monthly get-togethers;Stipends for remote workers to set up their ideal work space;Top-of-the-line equipment, and a newly furnished office. Ripple Talent 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.