Puzzle.io is hiring a Customer Success Manager responsible for driving adoption, retention, and growth across a high-volume portfolio of small to mid-sized finance teams. You will guide customers through onboarding, provide product education, and act as a trusted partner as they manage their financial operations. Our mission is to empower businesses with seamless financial operations, real-time insights, and free accountants from bookkeeping tedium.
What You'll Do
- Guide new customers through onboarding and implementation, ensuring a smooth transition onto the Puzzle platform.
- Deliver product training via video calls, demos, and written resources.
- Serve as a trusted advisor to founders and operators as they adopt modern financial tooling.
- Build strong relationships with founders, operators, and finance leaders.
- Answer product questions, troubleshoot workflow challenges, and ensure customers are getting value from Puzzle.
- Monitor customer health and engagement to proactively address issues and improve adoption.
- Work closely with Product, Engineering, and Support teams to escalate issues and advocate for customer needs.
- Share customer feedback and insights that help shape product improvements.
- Collaborate with internal teams to improve onboarding materials, help documentation, and customer education resources.
What We're Looking For
- 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role in B2B SaaS.
- Understanding of accounting concepts and financial workflows.
- Strong communication skills with the ability to explain complex concepts in simple terms.
- Comfortable guiding customers through software onboarding and workflow setup.
- Proactive self-starter with an ownership mindset, and high attention to detail in a fast-moving environment.
Nice to Have
- Familiarity with accounting tools such as QuickBooks, Xero, NetSuite, or similar platforms.
- Experience working at a fintech, financial SaaS, or accounting technology company.
Benefits & Compensation
- Competitive compensation.
- 100% paid employee health, dental, and vision plans.
- 10 observed holidays and a flexible PTO policy.
- $1000 home office budget.
- $2400 co-working budget.
- $600 learning and development budget.
- 401K.
Work Mode
This is a global position open to candidates in the U.S. and Canada.
Puzzle is an equal opportunity and affirmative action employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law.
