Sr. Customer Success Manager

The Role

The Customer Success Manager focuses on the most critical moments in the customer journey and is responsible for smooth, on-time renewals for Pilot’s customers. As our customer base grows, they will partner closely with Operations to manage the full customer lifecycle, interpreting a large array of inputs to create a cohesive retention and expansion strategy. The CSM helps drive predictable and successful renewals, provide a frictionless customer experience, and foster Pilot’s role as trusted partner to its customers.

A successful CSM is adept at working cross-functionally, and is organized, detail-oriented, and thrives in a fast-paced environment. 

Key Responsibilities

• Proactively manage a monthly portfolio of renewing customers, collaborating with Operations and other teams to drive optimal outcomes by leveraging customer insights, CSAT, health score, QBRs, and more, to proactively engage a client and reduce churn

• Identify and address churn risks by aligning closely with Operations to set appropriate customer expectations, and supporting customer calls as needed

• Own and execute win/win contract negotiation strategies for renewals and retention that protect and maintain customer trust and satisfaction

• Maintain a deep understanding of Pilot’s products and processes, to identify the most relevant features for a customer’s specific milestones and business needs 

• Serve as the customer’s advocate and provide internal feedback on how Pilot can improves its product offerings and processes to better meet our customers’ needs

• Uncover any add-on or cross-sell opportunities, coordinating with product-line owners to demonstrate value for the customer

• Help Pilot achieve accurate net revenue targets by accurately maintaining churn pipeline and communicating all churn risks to appropriate internal stakeholders

• Support financial and strategic analyses by ensuring timely off-boarding for all churned customers and complete data collection to surface trends

About You

• 4+ years experience in customer-facing roles in public accounting or finance; OR Customer Success, Sales or Account Management

• Strong verbal and written communication skills with an ability to convey critical information across our customers and our service teams

• Highly self-motivated and autonomous, demonstrating ownership over business results

• Demonstrated aptitude to learn quickly, including an interest in accounting, finance, and/or financial technology

• Analytical skills and the ability to interpret customer data, compile reports, and make insightful, data-driven decisions

• Positive attitude and ability to stay calm and solution-focused under pressure

• Organization and prioritization of competing tasks independently and with light guidance from your manager

• Education/experience in accounting or finance preferred

• Experience with Salesforce, Looker, or ClickUp is a plus

About Pilot

Pilot launched in 2017 to bring the back office into the modern era. Pilot provides small businesses with dedicated finance experts - which Pilot hires as full-time, U.S.-based employees - who learn the ins-and-outs of their business. Pilot integrates directly with the billing, banking, expense, and payroll systems customers already use. With a special blend of custom software and expert bookkeepers, Pilot delivers accurate, consistent bookkeeping and financial management and tax services that give entrepreneurs the freedom to focus on their business.

Pilot has over 1,000 customers and has raised over $170 million in financing from Sequoia, Index Ventures, Stripe, Bezos Expeditions, and Whale Rock.  Our investors also include a long list of world-class entrepreneurs, including Patrick and John Collison, Drew Houston, and Diane Greene.  Our most recent funding round doubled our valuation to $1.2 billion – Meet Fintech’s Newest Unicorn.

Why Pilot?

• We invest in our employees’ development and happiness because our employees are the keys to our success and ensuring happy customers

• The opportunity to join a seasoned founding team that has led companies through two prior successful startups and acquisitions (by Oracle and Dropbox).

• Flexible vacation/time-off policy

• All federal holidays are observed

• Competitive benefits package including wellness benefits such as Modern Health, Headscape, One Medical, Aaptiv and Rightway

• Parental leave for birthing or non-birthing parents – 100% pay for 12 weeks

• 401(k) plan

The base pay range target for the role seniority described in this job description is $77,000 - $117,000 in most remote locations, and between $108,000 - $146,000 in San Francisco, CA and New York City, NY. Final offer amounts depend on multiple factors such as candidate experience and expertise, geographic location, total compensation, and market data. In addition to cash pay, full-time regular positions are eligible for equity, 401(k), health benefits, and other benefits; some of these benefits may be available for part-time or temporary positions.

Pilot commits to provide a work environment free of discrimination and harassment, as well as equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. You may view all of Pilot’s recruiting notices here, including our EEO policy, recruitment agency policy, recruitment scam notice, and important E-Verify information.  You may view our job candidate privacy policy here.