Customer Success Manager

Customer Success ManagerMillions of companies fail each year because of poor financial management. Growing companies and their advisors are severely under-equipped to manage their company's cash flow and finances, which leads to missed opportunities and bad decisions. We're fixing that.Launched in 2018, Clockwork is a cloud-based, AI-powered Financial Planning and Analysis (FP&A) platform, which connects directly to a company's accounting system (QuickBooks Online/Xero) and automatically provides real-time performance insights, accurate cash flow forecasts, and intuitive financial modeling tools with no manual setup (or finance/accounting knowledge) required.Clockwork is already the most accurate and easy-to-use forecasting and financial analysis tool out there, serving hundreds of entrepreneurs and CFOs. With our recent Seed round of VC funding, we're growing the team and looking for an experienced Customer Success Manager to help us take our user experience to the next level.As the first Customer Success hire in a hyper-growth, venture-backed startup, you'll be responsible for building relationships with our users, understanding their needs, facilitating training/onboarding, and ensuring they're having the best possible experience...but that's not all.You'll have the opportunity to scale and manage the team as we grow, and you'll also work closely with the Product team to gather user feedback, prioritize bug fixes and enhancements, and bring the voice of the customer into everything we do as a company.How you will make an impact:Be one of the founding members of a high-performing remote team that drives two of our most important metrics: Net Revenue Retention and Customer Satisfaction.Cultivate deeper relationships with our users to become a trusted advisor and help them maximize the value they get from Clockwork.Regularly meet with new and existing users to provide product training and onboarding support.Support new feature launches by creating engaging and helpful content for users (e.g. articles, webinars, FAQ's).Document and prioritize user feedback and bugs to help us improve the product and overall user experience.Advocate for our users to other teams and leaders across the organization.Help to define the operational and cultural foundations for scaling the Customer Success team at Clockwork.What you bring:3-5 years of customer-facing experience at a high-growth SaaS company, ideally managing relationships with SMBs or Accounting/Finance professionals.Track record of meeting/exceeding targets in a Customer Success, Sales, or Account Management role.A high level of empathy, able to find solutions for difficult customers or situations.Basic knowledge of finance/accounting concepts through professional experience or coursework.Entrepreneurial spirit that thrives in an agile environment with shifting responsibilities, and able to lead projects with a high level of autonomy.Experience using CRMs and communication platforms (e.g. Hubspot, Intercom).Experience logging bugs and discussing technical issues with engineers.Experience working cross-functionally with Sales, Product, and Marketing teams.Familiarity with finance/accounting technology products (QuickBooks, Xero, Sage Intacct, Stripe, Plaid, etc.) is a plus.Familiarity with machine learning and statistical concepts is a plus.Experience managing others is a plus.What you receive:An opportunity to join a venture-backed startup as one of the first 10 employees, shape the future of our customer experience, and accelerate your personal career growth.Base salary range $60,000 - $80,000.Equity and cash performance bonuses.100% company-paid premiums for health (Blue Cross Blue Shield).Unlimited PTO.At Clockwork, we foster an inclusive, dynamic, and enjoyable yet challenging team environment. We value creating a team that has a diverse set of backgrounds and respect a healthy expression of diverse opinions. We encourage our team to experiment with new ideas and push the limits of what's possible. Come join us on our mission to change the way business is done.Clockwork is an equal opportunity employer.