Responsibilities
- Lead kickoff calls, discovery sessions, and training to ensure a smooth, efficient product launch.
- Own the technical setup: configure agents, connect and validate integrations with customers' PM/ERP systems, and map each customer's accounting workflows to the right agents.
- Decompose each customer's messy, real-world accounting process into agent logic — defining triggers, tools, approval gates, override paths, and dry-run modes — and decide where automation is safe versus where a human stays in the loop.
- Customize implementation plans to align with each customer's workflows and objectives.
- Develop and maintain onboarding materials: guides, checklists, video tutorials, and FAQs.
- Serve as the day-to-day point of contact and trusted technical advisor.
- Conduct regular business reviews to track adoption metrics, agent performance, usage patterns, and ROI.
- Identify at-risk customers early and execute retention strategies to maximize renewals.
- Own expansion within your book of business: identify where additional agents will drive value and lead the upsell from initial agents to the full team.
- Analyze customer data and agent output to surface concrete upsell and cross-sell opportunities.
- Partner with Sales on expansion plays and with Product on feature requests, and carry expansion targets tied to net revenue retention.
- Champion customer feedback across the organization to inform roadmap priorities.
- Partner with Engineering to diagnose and resolve agent behavior, output quality, and integration issues.
- Tune agent configurations, prompts, and workflows as customer needs evolve, and refine agent logic when edge cases surface.
- Exercise judgment about where automation is performing reliably versus where an output needs human review, and adjust approval gates and override paths accordingly.
- Translate between customer requirements and technical implementation, so customers always understand what their agents are doing and why.
- Continuously refine our success playbooks and workflows for scalability.
- Build with AI to automate repetitive parts of your own workflow, and partner with Engineering to standardize best practices across the team.
- Implement metrics and dashboards to monitor health scores, agent performance, and team performance.
- Work alongside Support and Engineering to resolve complex issues.
- Liaise with Marketing to develop case studies, testimonials, and referenceable success stories.
- Share customer insights in weekly leadership meetings to align on strategy.
Requirements
- AI fluency. You build with AI, not just talk about it. You have hands-on experience using LLMs as a working instrument — prompt engineering, agent architecture, and skill/workflow design. You know how to decompose a messy human process into agent logic (triggers, tools, approval gates, override paths, dry-run modes), and you have judgment about where automation is reliable versus where it needs a human in the loop.
- 3+ years of SaaS Customer Success, Onboarding, or Enablement experience.
- Demonstrated track record of managing full-lifecycle customer relationships and driving both retention and expansion revenue (upsell/cross-sell).
- Technical aptitude: comfortable configuring software, working with integrations and APIs, reading and interpreting data, and troubleshooting technical issues directly with customers and engineers.
- Exceptional verbal and written communication skills, with an ability to simplify complex technical concepts.
- Data-driven mindset; comfortable using CRMs, reporting tools, and customer health platforms.
- Highly organized, self-starter attitude; thrives in a fast-paced, evolving environment.
Nice to Have
- experience in construction, real estate, accounting, or related verticals; familiarity with PM/ERP systems (e.g., Procore, Sage, QuickBooks); or a background working with AI/automation products.
Benefits
- Competitive salary plus meaningful equity
- Comprehensive health, dental, and vision insurance
- 401(k) match and flexible PTO policy
- A seat at the table in a rapidly scaling fintech startup
- Unlimited opportunities for professional growth and leadership
Work Arrangement
On-site — Boston
Additional Information
- In-Office Mandate: This role requires you to work Monday–Thursday in our Boston office located at 10 High Street.
