Customer Success Analyst

DebtBook • Charlotte, NC

7d

About The Position

DebtBook is an industry-leading fintech software platform that revolutionizes the way local governments, higher education, healthcare organizations and their finance teams work. Our powerful, cloud-based software helps these organizations manage all aspects of their debt, leases, and subscriptions, streamline financial reporting, and share information simply with others. About this Role We are looking for a highly motivated and enthusiastic Customer Success Analyst to join our growing team. The Customer Success team is looking for an individual who is passionate about delivering an outstanding customer experience, and is eager to help customers maximize the value of our products. You will play a critical part in the implementation and ongoing management of our products with new and existing customers.

Requirements

• Highly organized with a high level of accuracy and attention to detail
• Strong skills in Microsoft Excel, including formulas and functions
• Affinity for math, understanding how inputs affect schedule calculations
• Excellent analytical, problem-solving, and decision-making skills
• Demonstrates ability to relate to individuals and groups with widely varying backgrounds, perspectives, education, and skills
• Comfortable working in a fast-paced startup environment, thriving in moments of uncertainty, ambiguity, and change.
• Growth-oriented mindset, eager to learn and continuously improve.
• Ability to multi-task and balance various projects and deadlines simultaneously
• Empathetic and positive attitude with a commitment to driving customer success.

Nice To Haves

• Finance and accounting background preferred

Responsibilities

• Work with our Data and Customer Success teams to review source documents and correct information uploaded during the implementation process.
• Work in Excel to reconcile system-calculated schedules with customer source data.
• Provide operational and quality support for ongoing customer data updates (Premium Support), working closely with both the data team and CSMs and communicating updates to customers as necessary.
• Ensure a seamless onboarding experience by facilitating the transfer of customer data, provisioning accounts, and overseeing setup processes.
• Track key project metrics, including status, risks, timelines, and customer expectations, to ensure smooth execution and proactive issue resolution.
• Assist Customer Success Managers with customer account configuration to align with customer organizations’ accounting standards and practices.
• Partner closely with Customer Success Managers to ensure that implementations run smoothly and milestones are met.
• Track and assist in reporting on implementation status for the team.

Benefits

• Competitive salaries plus equity (stock options) for all employees
• Comprehensive health, dental, and vision insurance, 401(k) with 4% employer match
• Flexible work schedules and generous leave policies (including unlimited PTO)
• Professional development opportunities and tuition reimbursement
• Family and wellness perks
• Top-of-the-line equipment and a newly furnished office

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees