Job description
Customer Success Manager - Accounting Focus
WHO WE ARE
DebtBook is an industry-leading fintech software platform that revolutionizes the way local governments, higher education, healthcare organizations and their finance teams work. Our powerful, cloud-based software helps these organizations manage all aspects of their debt, leases, and subscriptions, streamline financial reporting, and share information simply with others.
WHAT YOU’LL DO
As 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 audit
● Meeting 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 DebtBook 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.
OUR “GOAT” VALUES
GROW Continuously
● 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.
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.
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.
