Customer Success Manager

April 9

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Burkland

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Burkland is a company that provides finance and HR services tailored for startups, offering solutions that scale with the business as it grows. They specialize in services such as fractional CFO, startup accounting, tax preparation and research, and strategic HR operations. Burkland partners with over 800 venture-backed startups across the USA, helping them build scalable systems and adapt to market changes. Their clients include a range of sectors like SaaS, AI, Fintech, and Healthcare.

Strategic Business Planning • Startup Accounting • Financial & Business Modeling • Startup Fundraising • Budgeting & Forecasting

51 - 200 employees

💸 Finance

👥 HR Tech

☁️ SaaS

📋 Description

• About Us • Burkland’s core purpose is to Accelerate Dreams. So often, turning dreams into reality helps change the world. We thrive at the forefront of this transformation. Startups desire our professionals — they are the best in the business. Startups seek our content — we are an industry thought leader. Startups trust our expertise, so founders can focus on their companies, products and value-add. As a part of our demonstrated value, our clients raised over $3B just last year. • At Burkland, we lead with our Core Purpose. We do this for both our clients and our employees. We believe that leaning on our Core Values (Fresh Perspectives, Exponential Value, Empathy, Trusted Partner) will lead to happy clients and happy employees. • We are a remote-first company with over 180 incredible team members, more than 800 clients, and a commitment to Accelerating Dreams. • The Role • We are seeking a dedicated and dynamic Customer Success Manager to oversee and enhance client relationships, manage cross-functional processes. This role is pivotal in driving customer success, optimizing client onboarding, and ensuring operational excellence. This role sits in our Bookkeeping and Accounting (BKA) division and reports to the Director, International Lead. • Your Typical, Atypical, Day: • Lead onboarding for Accounting Starter Package (ASP) clients. Own the ASP onboarding journey, ensuring clients are set up with appropriate systems, and communications. • Act as the primary Customer Success Manager for clients enrolled in the ASP and select additional clients as assigned. • Monitor and manage client relationships to ensure success, with a focus on transitioning eligible clients to the Standard Accounting Model. • Collaborate with Division Leads of involved Client Service Teams, while maintaining a strategic role in client engagement, including monthly updates to each Division Lead on Customer Success Management (CSM) CSM efforts that involved their direct reports. • Evaluate and adapt CSM involvement as ASP clients graduate to BKA services. • Monitor and report to BKA Management and Leadership ASP client contracts, including accountability for flagging when a contract is up for renewal, graduation to full price service offerings, or is in need of any other price evaluation or service addition. • Proactively check in with clients to anticipate needs, resolve issues, and collect feedback on service quality and impact. • Contribute to the creation of the “CSM playbook,” as well as documentation on CSM best practices and workflows to improve consistency across client experiences.

🎯 Requirements

• Proven experience in customer success management or relationship management, ideally within an accounting or financial services setting. • Strong organizational skills with the ability to manage multiple priorities and client relationships. • Exceptional interpersonal and communication skills, with a focus on cultural sensitivity and collaboration. • Willingness to travel to Sri Lanka as required to work with our Sri Lankan staff (estimated 1-2x per year).

🏖️ Benefits

• Flexible work schedule to promote a healthy work-life balance. • Medical, Dental & Vision Insurance for you and your dependents. • Short & Long Term Disability Insurance to support you when you need it the most. • Flexible PTO - Take time off from work when you need it. • 401k with a company match to ensure you are ready for retirement. • A generous home office expense reimbursement so you have the office you need to be productive. • Forget the commute! We're a remote-first workplace, so you can work from your home office or from the beach, if you’d like! • We offer a collaborative, communicative culture, driven by our Core Purpose + Values. We work with incredibly smart people who love to learn and share what they know. If this sounds like a team you'd like to be a part of, we'd love to hear from you.