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Sr. Customer Success Manager
PilotUnited Statesfull_timeVerifiedPosted 1 Nov 2024
💰 $117,000/yr($86,000/yr – $117,000/yr)
About the role
The Role
The Customer Success Manager focuses on the most critical moments in the customer journey and is responsible for smooth, on-time renewals for Pilot’s customers. As our customer base grows, they will partner closely with Operations to manage the full customer lifecycle, interpreting a large array of inputs to create a cohesive retention and expansion strategy. The CSM helps drive predictable and successful renewals, provide a frictionless customer experience, and foster Pilot’s role as trusted partner to its customers. A successful CSM is adept at working cross-functionally, and is organized, detail-oriented, and thrives in a fast-paced environment.Key Responsibilities
- 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 improves 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
About You
- 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 an 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
About Pilot
Pilot launched in 2017 to bring the back office into the modern era. Pilot provides small businesses with dedicated finance experts - which Pilot hires as full-time, U.S.-based employees - who learn the ins-and-outs of their business. Pilot integrates directly with the billing, banking, expense, and payroll systems customers already use. With a special blend of custom software and expert bookkeepers, Pilot delivers accurate
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