About the company

Every business depends on accounting. Yet most software in the category was built in the early 2000s slow, clunky, and years behind on AI. Accountants now face a growing, unsolved data problem driven by complexity, volume, and fragmented systems, without the tools to fix it. The problems are real, hard, and increasingly urgent. They are also solvable.

This company is building the modern financial data platform for accounting and finance. By weaving together data, workflows, and AI-first solutions, it helps accounting teams reach verifiable, detailed financial data faster and make decisions with more confidence.

Product-market fit is strong, with a growing customer base that genuinely likes the product including several of the most recognizable names in AI and fintech. Investors include top-tier venture firms alongside founders and executives from category-defining companies.

About the role

Does being the person a controller calls before anyone else sound like the job? Ever wanted to own the entire customer relationship rather than the ticket sitting in front of you? Do you measure yourself by whether customers renew, adopt, and expand not by how many meetings you ran?

If so, this role will fit. The Customer Success Manager owns a book of customers and is accountable for their health: adoption, value, and renewal. In the AI era, the winner is whoever owns the financial data and the workflow. Customer Success is how the platform becomes the system of record customers cannot rip out, rebuild, or replace — and this role sits at the front of that effort.

The team is made up of reformed accountants: alumni of the Big Four and in-house finance teams at well-known technology companies, who decided building the future of the close beat running one. It is also among the most AI-forward post-sales organizations in SaaS, building its own agents and internal tooling rather than waiting for someone else to.

Responsibilities

1. Own a book of customers and its outcomes. Accountability sits on gross retention and adoption across the accounts, not on activity. Every account's health state is known, with a plan behind it.
2. Run an AI-leveraged cadence. Agents assemble health signals, meeting prep, and follow-ups; the hours go to the judgment calls and relationships agents cannot handle. Lead QBRs that tie the platform to outcomes the customer's CFO actually cares about.
3. Build champions. Develop multi-threaded relationships from staff accountant up to CAO, create referenceable customers, and drive case studies.
4. Detect and reverse risk. Build automated early-warning signals across the book, catch at-risk accounts before they surface on their own, and run save plays with the right internal resources behind them.
5. Make customers AI-native. Define what "adopted" means for each product and get customers there — including coaching controllers on running an AI-first close and connecting agents to their financials.
6. Be the voice in both directions. Route expansion signals to Sales, who own the commercial number, pass specific product feedback to Product, and bring the roadmap back to customers with a real point of view.

What this person brings

1. Accounting foundation. 5+ years of accounting experience with deep fluency in the monthly close, reconciliations, and financial reporting. Credible in a room full of controllers because the work has actually been done. CPA is a strong plus.
2. Outcome ownership. Graded against customer behavior — retention, adoption, time-to-value — rather than activity, with specific numbers moved and the story of how.
3. A customer-centric mindset. Builds real relationships, has favorite customers, and takes churn personally.
4. Strong communication and problem-solving. Runs a tight executive conversation and can also get into the weeds diagnosing a broken reconciliation workflow.
5. AI fluency and a bias for action. Builds systems where others repeat tasks, uses AI tools daily, and expects customers to do the same.

Nice to have

1. Prior customer success or account management experience at a B2B SaaS company selling to finance buyers
2. Hands-on NetSuite experience, or real depth in another major ERP
3. Multi-entity or multi-currency accounting experience
4. A track record running QBRs, save plays, or a structured account cadence

What success looks like

1. Retention. Gross retention across the book is strong, and a churn is never a surprise
2. Adoption. Accounts measurably deepen product usage quarter over quarter
3. Coverage. Every strategic account has a current success plan, a recent business review, and a multi-threaded relationship map
4. Early warning. Risk flags are early and accurate, and save plays have a track record
5. Advocacy. The book produces champions, references, and case studies