Customer Success Manager

Puzzle.io•San Francisco, CA

2d•$80,000 - $100,000•Remote

About The Position

At Puzzle, we're not just building accounting software - we're fundamentally reimagining it. Our cutting-edge platform seamlessly integrates with modern fintech tools, offering founders and finance teams a real-time and comprehensive view of their finances like never before. Our mission is to empower businesses with seamless financial operations, realtime insights and free accountants from bookkeeping tedium. To help us achieve our goals, we're looking for an experienced Customer Success Manager to drive adoption, retention, and growth across a high-volume portfolio of small to mid-sized finance teams. As a Customer Success Manager at Puzzle, you'll work closely with founders and SMBs to ensure they get up and running quickly and successfully on Puzzle. You'll guide customers through onboarding, provide product education, answer workflow questions, and act as a trusted partner as they manage their financial operations on our platform. This role is highly relationship-driven and requires someone who is comfortable working with founders and small teams who may not have deep accounting expertise. You'll play a key role in driving product adoption, customer satisfaction, and retention while helping customers navigate accounting workflows and financial tooling. This is an opportunity to join a fast-growing startup and work closely with customers who are building the next generation of companies.

Requirements

3+ years of experience in Customer Success, Account Management, or a similar customer-facing role in B2B SaaS
Understanding of accounting concepts and financial workflows
Strong communication skills with the ability to explain complex concepts in simple terms
Comfortable guiding customers through software onboarding and workflow setup
Proactive self-starter with an ownership mindset, and high attention to detail in a fast-moving environment.

Nice To Haves

Familiarity with accounting tools such as QuickBooks, Xero, NetSuite, or similar platforms
Experience working at a fintech, financial SaaS, or accounting technology company

Responsibilities

Guide new customers through onboarding and implementation, ensuring a smooth transition onto the Puzzle platform
Deliver product training via video calls, demos, and written resources
Serve as a trusted advisor to founders and operators as they adopt modern financial tooling
Build strong relationships with founders, operators, and finance leaders
Answer product questions, troubleshoot workflow challenges, and ensure customers are getting value from Puzzle
Monitor customer health and engagement to proactively address issues and improve adoption
Work closely with Product, Engineering, and Support teams to escalate issues and advocate for customer needs
Share customer feedback and insights that help shape product improvements
Collaborate with internal teams to improve onboarding materials, help documentation, and customer education resources