Full-Time Sr. Customer Success Manager

The Role

The Customer Success Manager focuses on the most critical moments in the customer journey and is responsible for smooth, on-time renewals for Pilot’s customers. As our customer base grows, they will partner closely with Operations to manage the full customer lifecycle, interpreting a large array of inputs to create a cohesive retention and expansion strategy. The CSM helps drive predictable and successful renewals, provide a frictionless customer experience, and foster Pilot’s role as trusted partner to its customers.

A successful CSM is adept at working cross-functionally, and is organized, detail-oriented, and thrives in a fast-paced environment. 

Key Responsibilities

• Proactively manage a monthly portfolio of renewing customers, collaborating with Operations and other teams to drive optimal outcomes by leveraging customer insights, CSAT, health score, QBRs, and more, to proactively engage a client and reduce churn
• Identify and address churn risks by aligning closely with Operations to set appropriate customer expectations, and supporting customer calls as needed
• Own and execute win/win contract negotiation strategies for renewals and retention that protect and maintain customer trust and satisfaction
• Maintain a deep understanding of Pilot’s products and processes, to identify the most relevant features for a customer’s specific milestones and business needs 
• Serve as the customer’s advocate and provide internal feedback on how Pilot can improves its product offerings and processes to better meet our customers’ needs
• Uncover any add-on or cross-sell opportunities, coordinating with product-line owners to demonstrate value for the customer
• Help Pilot achieve accurate net revenue targets by accurately maintaining churn pipeline and communicating all churn risks to appropriate internal stakeholders
• Support financial and strategic analyses by ensuring timely off-boarding for all churned customers and complete data collection to surface trends

About You

• 4+ years experience in customer-facing roles in public accounting or finance; OR Customer Success, Sales or Account Management
• Strong verbal and written communication skills with an ability to convey critical information across our customers and our service teams
• Highly self-motivated and autonomous, demonstrating ownership over business results
• Demonstrated aptitude to learn quickly, including an interest in accounting, finance, and/or financial technology
• Analytical skills and the ability to interpret customer data, compile reports, and make insightful, data-driven decisions
• Positive attitude and ability to stay calm and solution-focused under pressure
• Organization and prioritization of competing tasks independently and with light guidance from your manager
• Education/experience in accounting or finance preferred
• Experience with Salesforce, Looker, or ClickUp is a plus