Customer Success Manager

About the role

Double is building an all‑in‑one platform that helps bookkeepers and accountants manage client work more efficiently. As a Customer Success Manager you will be the primary point of contact for larger firms, guiding them through onboarding and ensuring they achieve value from the product.

Key responsibilities

• Conduct onboarding calls, train prospects on the platform, and complete technical implementation steps.
• Collaborate with Account Executives to flag risks that could prevent trial conversion.
• Maintain a high Free‑Trial‑to‑Customer conversion rate (80‑85%).
• Proactively engage existing accounts, address support inquiries, and remove adoption barriers.
• Lead check‑ins, team training sessions, and Q&A webinars via Zoom.
• Create and update customer education content, including video overviews and user guides.
• Drive expansion revenue by identifying upsell opportunities and increasing MRR.
• Gather and relay product feedback to inform the roadmap and improve internal processes.

Required profile

• 2‑3 years of experience in a customer‑facing role at an early‑stage SaaS startup.
• Strong written and verbal communication skills with the ability to simplify complex concepts.
• Detail‑oriented, customer‑centric mindset and passion for process improvement.
• Interest or background in accounting/finance is a plus.

Required skills

• Slack
• Notion
• Hubspot
• Salesforce

What we offer

• Opportunity to shape the success function of a fast‑growing startup.
• Collaborative, remote‑friendly environment with a mission‑driven team.
• Competitive compensation and equity package.