Customer Success Manager

Job Title

Customer Success Manager

Job Description

The Tight Embedded Accounting HQ is in Washington, DC, in the renowned Dupont Circle neighborhood, directly across the street from the Dupont Circle Metro Station. We are in our high-energy office 5 days a week, and we’re looking to bring on a Customer Success (CS) professional who embraces the opportunity to collaborate with high-trajectory teammates in our HQ. Tight is growing at a rapid pace, with 50% year-over-year employee growth, and we’re looking for a teammate who not only embraces the growth but also is excited by the amount of change that comes with this growth.

Many financial technology (FinTech) platforms are building products that leverage Tight's Embedded Accounting UIs, APIs and SDKs; over 1.3M users are leveraging said products. Tight's team aids these FinTechs in how to leverage its Embedded UI, APIs and SDKs to build these products. Tight's growing CS team members are product experts who work closely with customer-partners’ product, engineering, and support teams to deliver training, triage and resolve support requests, and collaborate on customer roadmaps that help shape the direction of Tight’s products.

We’re looking for an enthusiastic, quick, and passionate CS professional, who is (or is interested in becoming) an expert at:

• Owning the customer partner relationship, including

  • Day-to-day investigation and triage of end-user and developer support requests, feature requests, and bug reports

  • Partnering with Tight’s engineering and product teams to drive customer-partner tickets through to completion while enforcing and improving SLAs

  • Leading recurring customer-partner touchpoints (monthly syncs, quarterly business and roadmap reviews, etc.)

  • Building strong relationships with customer-partners

• Maintaining and enhancing Tight’s Help Center, A.I. knowledge base, and partner documentation

• Contributing to scalable CS operations (templates, macros, dashboards, and more)

• Providing end-user support to our internal customer-partner, Hurdlr

Qualifications

The following qualifications would help build confidence in the ability to grow into the above responsibilities:

• 2-5 years of Customer Success or Account Management experience in a SaaS company

• Strong analytical skills and critical thinking

• Excellent written and verbal communication skills

• Quick to learn and receptive to coaching and feedback

• Hard-working with a professional work ethic

• Excellent project management skills with the ability to keep complex workstreams organized, on schedule, and well-communicated

  Nice to Have:

• Experience with Slack, Pylon, and/or Linear

• Experience supporting embedded or partner use cases (B2B2C, marketplaces, or platform integrations)

• Prior work with FinTech and/or accounting products

• Comfortable discussing APIs/SDKs at a conceptual level; no coding required, but helpful if you can understand the basics and ask insightful questions

Importantly, at Tight, we are looking to utilize your existing skills to improve and build our CS operations, and then the sky's the limit responsibility/growth-wise based on where your skill development and interests lead.