Customer Success Manager

About Double Bookkeepers today are stuck working in excel spreadsheets and homegrown project management solutions to support their clients. 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. Double currently helps thousands of bookkeepers and accountants manage the books for startups and small businesses across the US. We're bringing on dozens of new customers each month. You will be the main point of contact for larger firms and will be responsible for helping them onboard and succeed in our product. What You'll Do 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 Coordinate with Account Executives to identify any red flags that would hinder the prospect from subscribing to Double Maintain a high conversion rate from Free Trial to subscribed customer (80-85%) Expansion of Existing Accounts 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 Identify barriers to success or any roadblocks that would hinder accounts from fully adopting the full feature suite Double offers Facilitate continued check-ins, team training calls, and Q&A sessions via Zoom Create and maintain customer education materials: record video feature overviews and write user guides for content-driven email sequences Drive expansion revenue of existing accounts in your pipeline (increase MRR) Internal Team Processes Keep your finger on the pulse of trending feature requests and area