Customer Success Manager • Mid-Level

Who you are

You have a proven track record in customer success or account management, ideally within a tech or SaaS environment — you understand the importance of onboarding and supporting clients to ensure they derive maximum value from the product. Your strong communication skills allow you to effectively train and guide customers through technical implementations, ensuring a smooth transition to using the tool. You are proactive in identifying potential barriers to success and are skilled at addressing customer inquiries in a timely manner.

You thrive in a collaborative environment, working closely with sales and technical teams to identify red flags during the onboarding process — your ability to coordinate with Account Executives ensures that customer needs are met and expectations are managed. You are data-driven, maintaining a high conversion rate from free trials to subscribed customers, and you take pride in helping clients achieve their goals with the product.

What you'll do

In this role, you will be the main point of contact for larger firms, conducting onboarding calls and training sessions to help them realize the value of Double's bookkeeping tool quickly. You will coordinate with Account Executives to identify any potential issues that could hinder a prospect's subscription, ensuring a seamless onboarding experience. Your focus will be on maintaining a high conversion rate from free trials to subscribed customers, aiming for an 80-85% success rate.

You will proactively reach out to existing accounts in your pipeline to ensure they are meeting their goals and respond to inbound support inquiries promptly. By identifying barriers to success, you will help clients fully adopt the product and maximize its benefits. Your role will involve continuous communication with clients, providing them with the support they need to succeed and grow their businesses using Double's tools.

What we offer

At Keeper, we are committed to fostering a diverse and inclusive workforce. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. Join us in our mission to transform the bookkeeping industry and help small businesses thrive.