Customer Success Manager

About the role

Layer is building modern accounting software that integrates with everyday SMB tools. As a Customer Success Manager you will guide small businesses through onboarding and ongoing use of our bookkeeping service, ensuring a smooth and supportive experience.

Key responsibilities

• Conduct live video onboarding calls to gather business context and set up bookkeeping, including bank and credit‑card connections.
• Provide support via chat and email, answering bookkeeping questions, diagnosing issues, and delivering timely resolutions.
• Maintain accurate customer notes and status updates in internal systems for effective follow‑through and handoffs.
• Collaborate with product and engineering teams to improve workflows and relay recurring customer feedback.
• Exceed partner and customer expectations through proactive, detail‑oriented service.

Required profile

• 2+ years of experience in a customer‑facing role such as support, onboarding, or bookkeeping.
• Understanding of small‑business bookkeeping fundamentals and basic financial concepts.
• Strong live communication, active listening, and written communication skills.
• Excellent attention to detail and ability to manage multiple tasks simultaneously.
• Ownership mindset with a drive for personal growth.

Required skills