Customer Success Manager

About Double

Double is on a mission to empower bookkeepers by providing an all-in-one tool that streamlines work management, client communication, error detection, and reporting. Founded in 2021 and backed by leading tech investors, Double has raised $12M and is rapidly expanding its reach to thousands of bookkeepers and accountants across the US.

What You'll Do

Onboarding Prospective Customers

• Conduct onboarding calls and train prospective customers on product usage.
• Complete technical implementation steps to ensure quick value realization.
• Coordinate with Account Executives to identify potential roadblocks for subscription.
• Maintain a high conversion rate from Free Trial to subscribed customer (target: 80-85%).

Expansion of Existing Accounts

• Proactively engage with accounts to ensure goal achievement and respond to support inquiries.
• Identify and address barriers to full feature adoption.
• Facilitate ongoing check-ins, team training, and Q&A sessions.
• Create and maintain customer education materials, including video overviews and user guides.
• Drive expansion revenue (increase MRR) within your pipeline of existing accounts.

Internal Team Processes

• Gather and document feature requests and product improvement ideas, sharing feedback with the product team.
• Develop and maintain customer engagement templates and best practices.
• Contribute to optimizing internal processes for efficiency and customer success.
• Undertake additional projects aligned with team goals and personal inspiration.

Who You Are

• 2-3 years of experience in a customer-facing role at an early-stage SaaS startup.
• Excellent verbal and written communication skills, with the ability to articulate complex concepts simply.
• Keen attention to detail, thoughtfulness, and a strong customer-centric mindset.
• A passion for process improvement, documentation, and operational efficiency.
• Familiarity with modern SaaS technologies (e.g., Slack, Notion, Hubspot, Salesforce).
• Accounting/finance experience is preferred; a strong interest in learning the space is required.

Benefits

• Competitive pay and equity.
• Unlimited PTO.
• Health, dental, and vision insurance.

Double is an equal opportunity employer committed to diversity and inclusion.