Customer Success Manager

Puzzle is a company reimagining accounting software with a modern fintech platform. They are seeking an experienced Customer Success Manager to drive adoption, retention, and growth for small to mid-sized finance teams, ensuring customers successfully onboard and utilize their services.

Responsibilities:

• 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

Requirements:

• 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
• Familiarity with accounting tools such as QuickBooks, Xero, NetSuite, or similar platforms
• Experience working at a fintech, financial SaaS, or accounting technology company