Customer Success Manager

About Keeper

Bookkeepers today are stuck working in excel spreadsheets and homegrown project management solutions to support their clients. Keeper is on a mission to change that.

With our allinone tool, bookkeepers can manage their work, communicate with clients, catch hardtofind errors, and deliver reports to help their small business customers make smarter strategic decisions.

Founded in 2021, Keeper has raised $12M in funding, backed by leading tech investors like Y Combinator and founders at top startups like Lattice, Front, Superhuman, Plaid, and more. Keeper currently helps thousands of bookkeepers and accountants manage the books for startups and small businesses across the US.

Were bringing on dozens of new customers each month. You will be the main point of contact for larger firms and will be responsible for helping them onboard and succeed in our product.

What Youll Do

Onboarding Prospective Customers

• Conduct onboarding calls with prospective customers, train them to use the product, complete technical implementation steps, and help them realize value quickly

• Coordinate with Account Executives to identify any red flags that would hinder the prospect from subscribing to Keeper

• Maintain a high conversion rate from Free Trial to subscribed customer (8085%)

• Expansion of Existing Accounts

  • Proactively reach out to accounts in your pipeline to ensure theyre continuing to reach their goals and respond to inbound support inquiries in a timely manner

  • Identify barriers to success or any roadblocks that would hinder accounts from fully adopting the full feature suite Keeper offers

  • Facilitate continued checkins, team training calls, and Q&A sessions via Zoom

  • Create and maintain customer education materials: record video feature overviews and write user guides for contentdriven email sequences

  • Drive expansion revenue of existing accounts in your pipeline (increase MRR)

  • Internal Team Processes

    • Keep your finger on the pulse of trending feature requests and areas within the product that could be improved, then document and share customer feedback with the rest of the team to inform our product roadmap

    • Document best practices, creating templates for customer engagement at key milestones for various user personas

    • Help the team iterate to find the most efficient internal processes that reduce friction and best help our customers succeed

    • Take on additional projects that inspire you and help move the needle for our team

    • Who You Are

      • 23 years of experience in a customerfacing role at an earlystage SaaS startup

      • Ability to articulate complex concepts in a simple, straightforward manner, both in written and verbal communication

      • Keen attention to detail, thoughtfulness, and a customercentric mindset

      • Knack and passion for process improvement, documentation, and increasing operational efficiencies

      • Familiarity with modern SaaS technologies such as Slack, Notion, Hubspot andor Salesforce

      • Accountingfinance experience is preferred; interest in learning the space is required

      • Benefits

        • Competitive pay and equity

        • Unlimited PTO

        • Health, dental, and vision insurance

        • Keeper provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.