Senior Customer Success Manager

November 2

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Pilot.com

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Description

• 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 improve 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

Requirements

• 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 a 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

Benefits

• Flexible vacation/time-off policy • All federal holidays are observed • Competitive benefits package including wellness benefits such as Modern Health, Headscape, One Medical, Aaptiv and Rightway • Parental leave for birthing or non-birthing parents – 100% pay for 12 weeks • 401(k) plan