Full-Time Customer Success Manager

About Us
Burkland’s core purpose is to Accelerate Dreams. We thrive at the forefront of this transformation. Startups trust our expertise. As a part of our demonstrated value, our clients raised over $3B last year. At Burkland, we lead with our Core Purpose for both clients and employees. We are a remote-first company.

The Role
We seek a dedicated Customer Success Manager for the Bookkeeping and Accounting division. This role drives customer success, optimizes client onboarding, and ensures operational excellence. Reports to the Director, International Lead.

Your Typical Day
• Lead onboarding for Accounting Starter Package clients.
• Own the ASP onboarding journey.
• Act as primary Customer Success Manager for ASP clients and assigned clients.
• Monitor and manage client relationships, focusing on transitioning eligible clients to the Standard Accounting Model.
• Collaborate with Division Leads and maintain strategic client engagement, including monthly updates.
• Evaluate CSM involvement as clients graduate.
• Monitor and report to BKA Management on ASP client contracts (renewal, graduation, price evaluations).
• Proactively check in with clients, resolve issues, and collect feedback.
• Contribute to the creation of the CSM playbook and documentation on best practices.

Requirements
• Proven experience in customer success management or relationship management.
• Strong organizational skills.
• Exceptional interpersonal and communication skills.
• Willingness to travel to Sri Lanka (1-2x per year).

Preferred Qualifications
• Background in accounting or financial services.
• Familiarity with pricing strategies and service delivery models.

What We Offer
• Flexible work schedule
• Medical, Dental & Vision Insurance
• Disability Insurance
• Flexible PTO
• 401k with match
• Home office expense reimbursement
• Remote-first workplace

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