[Hiring] Customer Success Manager @Puzzle.io

Role Description

As a Customer Success Manager at Puzzle, you'll work closely with founders and SMBs to ensure they get up and running quickly and successfully on Puzzle. You'll guide customers through onboarding, provide product education, answer workflow questions, and act as a trusted partner as they manage their financial operations on our platform. This role is highly relationship-driven and requires someone who is comfortable working with founders and small teams who may not have deep accounting expertise. You'll play a key role in driving product adoption, customer satisfaction, and retention while helping customers navigate accounting workflows and financial tooling.

What You'll Do

• Customer Onboarding & Adoption
  • Guide new customers through onboarding and implementation, ensuring a smooth transition onto the Puzzle platform
  • Deliver product training via video calls, demos, and written resources
  • Serve as a trusted advisor to founders and operators as they adopt modern financial tooling
• Customer Relationship Management
  • Build strong relationships with founders, operators, and finance leaders
  • Answer product questions, troubleshoot workflow challenges, and ensure customers are getting value from Puzzle
  • Monitor customer health and engagement to proactively address issues and improve adoption
• Cross-Functional Collaboration
  • Work closely with Product, Engineering, and Support teams to escalate issues and advocate for customer needs
  • Share customer feedback and insights that help shape product improvements
  • Collaborate with internal teams to improve onboarding materials, help documentation, and customer education resources

Qualifications

• 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role in B2B SaaS
• Understanding of accounting concepts and financial workflows
• Strong communication skills with the ability to explain complex concepts in simple terms
• Comfortable guiding customers through software onboarding and workflow setup
• Proactive self-starter with an ownership mindset, and high attention to detail in a fast-moving environment

Nice-to-Haves

• Familiarity with accounting tools such as QuickBooks, Xero, NetSuite, or similar platforms
• Experience working at a fintech, financial SaaS, or accounting technology company

Benefits

• Competitive compensation
• 100% paid employee health, dental, and vision plans
• 10 observed holidays and a flexible PTO policy so you can recharge
• $1000 home office budget to get you set up for success
• $2400 co-working budget for face time with your colleagues
• $600 learning and development budget
• 401K so you can save for your future
• And much more