Customer Success Associate

DebtBook • Charlotte, NC

59d

About The Position

We are seeking a highly motivated and enthusiastic Customer Success Associate to join our growing team in Charlotte, NC. This critical role is the linchpin of our customer experience, combining expert project management, hands-on data implementation, and consultative relationship building. You will be essential in ensuring our local government, higher education, and healthcare customers successfully adopt and maximize the value of the DebtBook platform for their complex financial reporting needs.

Requirements

• A Bachelor's degree in Finance, Accounting, Business, or a related field is highly preferred.
• 1+ years of experience in a client-facing role (Customer Success, Implementation, or Account Management) at a B2B SaaS/FinTech company, OR 1+ years in a professional Accounting/Finance role.
• Exceptional project management and organizational skills with an uncompromising attention to detail.
• Proficiency in Microsoft Excel (pivot tables, V-Lookups, complex formulas) for managing and manipulating customer financial data.
• Strong analytical and problem-solving skills with an ability to interpret complex financial workflows.
• Exceptional written and verbal communication skills, comfortable presenting to senior finance professionals.
• A growth-oriented mindset and a comfort working in a fast-paced, evolving startup environment.

Nice To Haves

• Experience with CRM (e.g., Salesforce) or Customer Success software (e.g., Gainsight).

Responsibilities

• Manage and guide a portfolio of new and existing customers from late-stage sales through product implementation and post-implementation success.
• 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.
• Deliver engaging product training sessions for new and existing users, ensuring customers fully understand and utilize product features.
• Own and optimize the implementation process, driving efficiency and continuously improving the customer onboarding experience.
• Engage with customers to understand their goals, drive product adoption, and enhance overall customer satisfaction.
• Be the voice of the customer, collaborating with the product team to share insights and influence product development and roadmap decisions.
• Work with customer success and account management teams to identify opportunities for deeper engagement, customer retention, and expansion.

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
• In-person social events
• Top-of-the-line equipment and a newly furnished office

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 101-250 employees