Responsibilities
- Manage the complete onboarding and activation process for a large customer base, ensuring full adoption within 60 days through efficient, scalable methods.
- Lead onboarding sessions with a strong executive presence, setting clear agendas, controlling call flow, and maximizing progress in minimal interactions.
- Ensure thorough and complete implementation by educating customers on product functionality, best practices, and the rationale behind key workflows.
- Confidently present and tailor the full product suite, including payment solutions, bill pay, travel, treasury, and accounting integrations, to align with customer workflows and business objectives.
- Understand customer workflows, pain points, and blockers, and collaborate with Product, Engineering, and Support teams to resolve issues.
- Drive revenue by minimizing implementation delays and reinforcing the value of the platform as a core financial operating system.
- Utilize customer data and usage patterns to prioritize outreach, identify risks, and intervene proactively.
- Balance implementation work, follow-ups, proactive outreach, and group onboarding while maintaining high-quality standards.
- Collaborate closely with Product to gather customer feedback, identify trends, and influence roadmap priorities.
- Identify opportunities to automate, standardize, and improve onboarding processes, contributing to playbooks, enablement materials, and scalable best practices.
- Share insights, patterns, and coach peers through examples and collaboration to multiply team effectiveness.
- Maintain an industry-leading customer experience while operating at high volume and pace.
Requirements
- 5+ years of experience in Customer Success, Account Management, Sales, or a related customer-facing role in B2B SaaS.
- Proven success in managing a high-volume customer base while consistently achieving customer outcomes.
- Strong executive presence with the ability to lead confident, structured customer conversations and handle objections effectively.
- Experience in balancing scale and personalization through group onboarding, automation, and targeted 1:1 engagement.
- Comfort working cross-functionally with Product and Engineering to share feedback, troubleshoot issues, and ideate solutions.
- Data-informed mindset with experience using metrics and signals to guide decisions and assess risk.
- Proven track record of meeting or exceeding key performance metrics in fast-paced environments.
- High adaptability and comfort navigating ambiguity in a scaling organization.
- Strong curiosity about product design and the ability to communicate the rationale behind the platform's functionality.
Nice to Have
- Bachelor’s degree from an accredited university.
- Experience with accounting or ERP systems such as NetSuite, QuickBooks, Xero, or Sage.
- Background in financial services, fintech, or payments.
- Experience at a high-growth startup or in a scaled Customer Success organization.
- Prior experience contributing to enablement materials, playbooks, or process improvements.
Benefits
- 100% medical, dental & vision insurance coverage for employees
- Partial coverage for dependents
- Annual membership for One Medical
- 401k with employer match on contributions
- Flexible PTO
- Fertility HRA (up to $10,000 per year)
- Parental Leave
- Unlimited AI token usage
- Pet insurance
- Centralized home-office equipment ordering for all employees
- Health and Wellness stipend
- In-office perks: lunch, snacks, drinks, and more
- Budget for intra-office travel
- Relocation support to major cities (as needed)
Compensation
Competitive
Work Arrangement
Hybrid
Team
Growing
Other
Relocation support to major cities (as needed)
No
