Double Fine Productions

Customer Success Manager

New York Office (or Remote)

Sponsorship not specified$80k-$85kDetected 378 days ago

RESTProduct ManagementProduct StrategyProject ManagementHubSpotSalesforceAccountingExcelProcess ImprovementCustomer SuccessCommunication

About the role

You will be the main point of contact for larger firms and will be responsible for helping them onboard and succeed in our product.

Maintain a high conversion rate from Free Trial to subscribed customer (80-85%)
Proactively reach out to accounts in your pipeline to ensure they're continuing to reach their goals and respond to inbound support inquiries in a timely manner
Drive expansion revenue of existing accounts in your pipeline (increase MRR)
Keep your finger on the pulse of trending feature requests and areas within the product that could be improved, then document and share customer feedback with the rest of the team to inform our product roadmap
Document best practices, creating templates for customer engagement at key milestones for various user personas
Bookkeepers today are stuck working in excel spreadsheets and homegrown project management solutions to support their clients.
Double currently helps thousands of bookkeepers and accountants manage the books for startups and small businesses across the US.

Take on additional projects that inspire you and help move the needle for our team
2-3 years of experience in a customer-facing role at an early-stage SaaS startup
Ability to articulate complex concepts in a simple, straightforward manner, both in written and verbal communication
Keen attention to detail, thoughtfulness, and a customer-centric mindset
Knack and passion for process improvement, documentation, and increasing operational efficiencies
Familiarity with modern SaaS technologies such as Slack, Notion, Hubspot and/or Salesforce
Accounting/finance experience is preferred

Competitive pay and equity
Health, dental, and vision insurance
Create and maintain customer education materials: record video feature overviews and write user guides for content-driven email sequences

Onboarding Prospective Customers
Conduct onboarding calls with prospective customers, train them to use the product, complete technical implementation steps, and help them realize value quickly
Help the team iterate to find the most efficient internal processes that reduce friction and best help our customers succeed
Double is on a mission to change that.
With our all-in-one tool, bookkeepers can manage their work, communicate with clients, catch hard-to-find errors, and deliver reports to help their small business customers make smarter strategic decisions.
Founded in 2021, Double has raised $12M in funding, backed by leading tech investors like Y Combinator and founders at top startups like Lattice, Front, Superhuman, Plaid, and more.
We're bringing on dozens of new customers each month.
We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

This listing is sourced directly from Double Fine Productions's careers page and normalized into a canonical job model.