Customer Success Manager

Yellow Labs Software dba CustomBooks™

7d•$85,000 - $90,000•Remote

About The Position

Yellow Labs Software, Inc. is hiring a Customer Success Manager for its global Cloud ERP product, CustomBooks™. Reporting to the Chief Operations Officer, the CSM builds strong customer relationships and helps customers achieve success with the company’s products and free and paid services. The role guides customers through onboarding, adoption, and retention, serves as a trusted advisor and primary customer contact, and identifies opportunities for upselling and cross-selling. The CSM leads and develops the Support team, including Support Agents and Support Champions, ensuring they are trained, meeting service-level expectations, and able to identify service and revenue opportunities. The role also coordinates paid support, onboarding, and training; advocates for customer needs internally; monitors customer health and team performance; and drives improvements to support processes, product experience, and customer education.

Requirements

Knowledge of business processes, including sales, purchases, distribution, inventory, ecommerce, banking, and business and financial reports.
Strong problem-solving and troubleshooting skills for business operations.
Experience managing a diverse, remote team of at least four people.
Strong technical knowledge and acumen.
Experience with Zoho Desk or another support desk platform.
Ability to become an expert in CustomBooks Cloud ERP software.
Calm, professional demeanor and ability to handle high-stress situations and work effectively with people of other nationalities.
Ability to multitask, maintain high productivity, work remotely, and collaborate across time zones.
Excellent communication skills and high professionalism.
Bachelor’s degree in Business or a related field.

Nice To Haves

Knowledge of accounting is strongly preferred.
Experience with Atlassian Jira and Confluence, Slack, Asana, and Zoom.
Knowledge of integrated platforms including ShipStation, Square, Stripe, Bill, Nuvei, Gusto, Avalara, and Ledgersync.
MBA or CPA.

Responsibilities

Lead the Customer Support team in resolving customer issues; monitor performance and train and mentor Support Agents.
Suggest and implement process improvements to increase efficiency and scalability.
Handle higher-level support issues, onboardings, and training as needed.
Meet established SLA times and ensure the Support team meets them.
Lead the weekly First Level meeting with the Support team.
Manage and monitor the Tier 3 Slack channel, ensuring issues are resolved, tickets are created, and non-bug feature requests are addressed in the PM Review meeting.
Ensure Zoho Desk tickets are created for reported or discussed issues and linked to applicable Jira tickets.
Lead and host the weekly PM Review meeting with Support, Product, Operations, and QA.
Attend Product meetings as invited and provide feedback and experience to help develop solutions.
Use Zoho Desk and Atlassian Jira searches to investigate issues.
Ensure the manager and team are fully trained on processes and services.
Write customer support emails about issues or announcements as assigned.
Provide billing backup as needed in Zoho Billing Add Ons.
Create and maintain the Support Team Schedule so coverage is available during established Support Hours.
Manage Partner and Customizations Support, Payroll Onboarding and Support, and Cancellations and Refunds processes and communications.
Coordinate with Sales, Operations, Training, and Support to guide new customers through paid support, training, onboarding, and other services.
Conduct purchased support activities, collaborating with other team members as needed, and provide resources that help customers understand and use the products.
Ensure Support Agents follow Paid Services processes and notify the COO of process issues.
Ensure the manager and team are fully trained on data imports, data migrations, and QBO and QBD conversions.
Identify upselling and cross-selling opportunities and collaborate with Sales and Marketing to grow revenue within existing accounts.
Engage the Sales team as needed to ensure sales and revenue opportunities are not missed.
Develop and maintain strong relationships with key customer stakeholders and serve as the primary customer contact.
Represent the voice of the customer internally, provide feedback to internal teams, advocate for customer needs, and work to resolve issues.
Develop and execute customer success plans tailored to each customer’s goals and objectives.
Monitor customer health and engagement, identify at-risk accounts, and implement strategies to mitigate churn.
Track and report customer satisfaction, product adoption, retention, and Support Agent performance metrics; send updated reports to the COO and others as requested on a monthly basis.
Prepare reports and presentations for internal stakeholders and customers as assigned.
Oversee timely completion of Accounts Receivable and Collections tasks by assigned Support Agents.
Work with the Training Evangelist, Sales Manager, Marketing team, and COO to organize and facilitate customer training sessions, webinars, and user group meetings.
Lead and manage the Zoho Desk Knowledgebase and Idea Exchange; ensure missing articles are written, content is updated, videos are embedded, and SEO is applied.
Ensure Support Agents create and update Knowledgebase articles.
Foster a customer community for sharing best practices and success stories; identify satisfied customers for success stories and positive online reviews.
Gather customer feedback and work with Product and Engineering to improve product features and customer experience.
Identify and communicate ways to improve processes.
Perform other duties as assigned.