Pilot.com · 1 day ago
Sr. Customer Success Manager
United States
Full-time
Remote
Mid, Senior Level
$77K/yr - $117K/yr
4+ years exp
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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
Qualification
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Required
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
Preferred
Education/experience in accounting or finance preferred
Experience with Salesforce, Looker, or ClickUp is a plus
Benefits
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
Company
Pilot.com
Pilot provides the most reliable accounting, CFO, and tax services for startups and small businesses.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$172.1MKey Investors
Akkadian VenturesIndex Ventures
2022-01-01Series Unknown· undefined
2021-06-01Secondary Market· undefined
2021-01-26Series C· $110.5M
Leadership Team
Jessica McKellar
Founder and CTO
Paul Jun
Chief Financial Officer and Head of Comms
Recent News
2023-10-27
2023-08-05
pilot.com
2023-03-29
Company data provided by crunchbase
