Customer Success Manager

As a Customer Success Manager at Puzzle, you'll be responsible for providing exceptional support to our clients by answering their queries, troubleshooting software issues, guiding new customers through onboarding, and ensuring they can effectively transition from other accounting platforms. Your role will include gathering customer feedback and working with products and engineering teams to resolve challenges, which directly contributes to enhancing the Puzzle platform.

To be considered for the Customer Success Manager role at Puzzle, candidates should ideally have 2+ years of customer-facing experience, a solid understanding of bookkeeping, and a Bachelor's degree in accounting, finance, or a related field. Additionally, heart and soul for helping customers and solving their problems with empathy are crucial traits we look for, along with organization and curiosity in new technologies.

At Puzzle, the Customer Success Manager will play a key role in the onboarding process by guiding new clients through the initial setup of our platform, ensuring that their specific accounting needs are met. This includes assisting with data migration from existing platforms and providing hands-on support to ensure a smooth transition for our customers.

Puzzle offers a flexible, remote-first work environment, allowing Customer Success Managers to work from anywhere in the U.S. or Canada. This modern workplace fosters collaboration and innovation, enabling team members to make impactful contributions while balancing their work and personal life through a flexible PTO policy and supportive infrastructure.

Puzzle is at a pivotal growth stage, which provides ample opportunities for a Customer Success Manager to make a significant impact and advance their career. As you develop valuable expertise in the intersection of accounting and fintech, there are paths to take on enhanced responsibilities, lead initiatives, or even transition into product or engineering roles, based on your interests and aspirations.

When tackling problems as a Customer Success Manager, I prioritize understanding the client's perspective first. I would use active listening to gather all relevant information from the client, analyze the issue, and then collaborate with the engineering and product teams if necessary to find an effective solution. I believe documenting the process helps in providing better support in the future.

In my experience with onboarding new customers, I focus heavily on creating a welcoming environment that encourages questions. I typically start with a walkthrough of the interface, followed by setting their specific configurations. I also provide them with resources for additional help, ensuring they are comfortable using the platform and address any issues as they arise.

To maintain strong client relationships, I strive to be proactive rather than reactive. This means regularly checking in with clients to gather feedback, understanding their evolving needs, and providing helpful resources or solutions before they even have to ask. Building personalized connections can significantly enhance trust and satisfaction.

If a client expresses unhappiness, my immediate focus would be on listening to their concerns and showing empathy. I would reassure them that their feedback is critical, work with them to understand the specifics of the issue, and collaboratively explore solutions. It's important to follow up afterward to ensure they feel valued and heard.

In my previous roles, I have used various tools for customer support, including help desk software like Intercom, as well as project management tools like Trello and client relationship management platforms like Salesforce. Familiarity with these tools greatly facilitates efficient communication and issue resolution with clients.

I prioritize tasks by evaluating urgency and importance—identifying which customers need immediate support and addressing their concerns first. I keep organized notes, use tracking software, and set reminders for follow-ups to ensure no customer is left behind while I manage my workload effectively.

Customer feedback is invaluable; it drives improvements and innovation. It not only helps companies refine their products but also enables them to better understand client needs and expectations, which can enhance customer loyalty and satisfaction. I always encourage clients to share their thoughts to help shape the future of the product.

The most important quality for a Customer Success Manager, in my opinion, is empathy. Being able to understand and feel for customers allows us to provide tailored support and build strong relationships. Customers want to know they are heard and understood, and empathy creates a bridge between their needs and the solutions we offer.

Certainly! At my last job, a client was struggling with data migration from another platform. I dedicated time to understand their specific needs and provided step-by-step guidance throughout the process. As a result, they not only successfully migrated their data but also reported increased satisfaction with the platform, ultimately leading to an upsell.

I am drawn to Puzzle because of its innovative approach to financial management and the opportunity to impact clients through technology. The supportive and flexible work environment aligns with my values, and I am eager to contribute to a startup led by experienced founders. Joining this team at such a dynamic time excites me.