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Customer Success Manager

| Austin

ScaleFactor is working to pioneer big change in our industry, and we need leaders who enjoy venturing into uncharted territory and blazing a trail with innovative solutions. If you are an exceptional Customer Success Manager who is looking to for the next chapter ​in your ​career, join our rapidly growing Customer Success Team.

JOIN SCALEFACTOR AS OUR NEW CUSTOMER SUCCESS MANAGER in AUGUST 2019!!!

 

 CUSTOMER SUCCESS MANAGER

ABOUT US:

ScaleFactor is on a mission to build a better solution for business owners and operators to control and grow their businesses. Through a combination of technology and finance and accounting experts, we are revolutionizing the way companies operate. ScaleFactor’s trusted experts review companies’ monthly financial statements to ensure accounts are accurate and healthy so owners can focus on running their businesses. Our in-house team draws on their vast experience to provide skilled solutions to help business owners conquer their most complex financial needs.

ABOUT YOU:

Your goal is to better understand the customers, help solve their problems, accelerate their growth and return insights to the business that contribute to customer service experience improvements at scale.

  • Improve customer relationships as they move through the on-boarding process from the post-sale phase, thru transition to the Solutions team, and then throughout their time at ScaleFactor. 
  • Are always a step ahead in anticipating, setting and communicating customer expectations throughout the on-boarding phase
  • Manage all aspects of the customer journey from leading meetings, facilitating introductions to other team members, etc
  • Determine and understand customer’s needs and map to ScaleFactor’s software offerings
  • Identity and articulate themes from customer accounting and finance infrastructure and systems data
  • Own the relationship with assigned customer accounts, including increasing adoption, driving correct usage, ensuring retention, increasing renewals, and increasing overall satisfaction.
  • Bridge the gap between Customer Support and the Product teams.
  • Work to establish a trusted relationship with each customer while driving the continued value of ScaleFactor’s products.
  • Act as a customer advocate to collaborate and share customer feedback internally with Product, Engineering and other cross-functional teams to enhance ongoing product development efforts
  • Strategically work with assigned accounts to identify churn risk and work proactively to eliminate that risk
  • Own the Customer Satisfaction and renewal of your book of business

Qualifications:

  • Proven track record in building and cultivating customer relationships
  • Excellent communication skills (written & verbal) with prior experience leading customer interviews
  • Accounting knowledge (though not a SME) of month end closes, payroll and tax filings, reconciliations, fixed assets and accruals
  • Bachelor’s ​degree in relevant field required
  • 7+ years of solid experience in Customer Success Management role
  • Demonstrated ability to drive efficiency and resolve problems in a quality focused manner
  • Excellent ability to multi-task and prioritize workload
  • Willingness to provide assistance to customers in a helpful, patient and respectful manner

Bonus:

  • Experience with SaaS Customer Success Software such as Gainsight, ChurnZero or Client Success. 
  • Experience with SalesForce software.
  • Experience with accounting tools such as Xero, QBO, Bill.com, Gusto, Abacus, Expensify
  • Accounting education or related work experience
  • Customer consulting experience


PERKS:

  • Come work at one of Austin’s Best Places to Work three years in a row from 2017 to 2019 - Enjoy our amazing culture, dynamic office, and work alongside the best and brightest in the industry
  • Competitive salary based on experience
  • Health, dental, and vision benefits package
  • Unlimited vacation, flexible hours, & optional work offsite days
  • Stock options
  • Food & drinks galore - unlimited cold brew coffee, snacks, Friday catered lunch, work late dinners, Taco Tuesdays, Bagel Fridays, etc.
  • Dog and cat friendly offices located in hip East Austin at historic Owen’s Garage

BE OUR NEXT CUSTOMER SUCCESS MANAGER

If this role describes you, we look forward to receiving your complete application online!

  • Your one-page resume which highlights the skills and experience required above

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Keywords: Customer Success, Customer Success Software, CFO, Controller, SOX/Internal Controls/Compliance, Auditor, Staff Accountant, Senior Staff Accountant, Accounts Payable, Accounts Receivable, Payroll Specialist, Data Entry, Entry Level Accountant, Accountant III, Accountant IV, Intermediate Level, Financial Reporting, SEC Reporting, Process Improvement, Management Consulting, CPA, CFA, MBA, Collections, Billing, Accounting & Financial Reporting, Financial Planning, Financial Analysis, Back Office Operations, Banking Operations, Collateral Management, Commercial Credit & Lending, Compliance, Corporate Actions, Credit Analysis, Underwriting, Derivatives, Equity Analyst, Fund/Portfolio Accounting, Government Clearance, International And Domestic Trade Support, Investment Analyst, Performance Analyst, Portfolio Administrator, Portfolio Analyst, Research Analyst, Intermediate Level Accountant, Other: Financial Planner, Cost Accountant, Portfolio Manager, Finance Manager, Financial Reporting Analyst, International Controller, Financial Analyst, VP Of Finance, Treasurer, Assistant Controller, Bookkeeper, Accounts Payable Clerk, Accounts Receivable Clerk, Mutual Fund Analyst, Credit Analyst, Payroll Clerk, Payroll Manager, Financial Assistant, Director Of Investor Relations, Procurement Specialist, Purchasing Manager, Fixed Asset Accounting, Business Process Reengineering, Risk Management, Value-Added Analysis, SAP, GAAP, Financial Projections, General Ledger, Trial Balance, Financial Statements, Expense Analysis, Tax Reporting, Tax Planning, Payroll, Benefits Administration, Portfolio Management, Cross-Functional Team Leadership, Financial And Strategic Planning, P&L Management, Auditing And Compliance, Operating And Working Capital, Budget Management, Mergers And Acquisitions, Cash-Flow Management, Business Valuations, Data Warehouse Reporting, Audits And Compliance, A/P, A/R, Regulatory Accounting, Microsoft Excel, Bank Reconciliations, Crystal Reports, Hyperion, Spreadsheet, Xero, Bill.com, Quickbooks, Abacus

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • Ember.jsFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • SketchDesign
    • JIRAManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • DriftCRM
    • HubSpotEmail
    • Google SuiteEmail
    • Outreach.ioEmail
    • SalesforceEmail

Location

ScaleFactor is located in the up and coming East Austin neighborhood, filled with new & classic restaurants, trendy bars, and friendly neighbors.

An Insider's view of ScaleFactor

What’s the vibe like in the office?

We have a vibe unlike any office or business I have worked at. Our office is less about a location (although, we have a great space) and more about combining the variations in background and taste that everyone brings to the table. It’s so fun to watch us all grow and mesh together to create the “ScaleFactor vibe” knowing we all have a part in it.

Morgan

EA to the CEO

How do you collaborate with other teams in the company?

ScaleFactor is fast paced with lots of moving parts, so collaboration with other teams is key to keeping everyone on the same page. From understanding feature priorities from sales, working with marketing on product launches, to training and support for other internal teams, every team works together to keep us headed in the right direction.

Peter

Lead Sr Software Developer

How has your career grown since starting at the company?

Being one of the first employees, I can honestly say I’ve had a fun and unique experience. Since joining ScaleFactor, my career has skyrocketed! From working one on one with entrepreneurs to world class venture capitalists, I've developed an extensive catalog of experiences to draw from that have helped to prepare me for my career moving forward.

Zach

Controller

What are ScaleFactor Perks + Benefits

ScaleFactor Benefits Overview

Technology is nothing without the people behind it. It takes a team to build something great. Together, we work hard, learn from one another and celebrate our wins. We offer competitive salary based on experience. Health, dental, and vision benefits package. Unlimited vacation, flexible hours and optional work offsite days. We offer stock options for all our full time employees. Unlimited cold brew coffee, snacks, catered Friday lunch, and meals on work late days. We also welcome dogs and cats in our pet friendly offices located in hip East Austin!

Culture
Friends outside of work
Eat lunch together
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
ScaleFactor provides unlimited snacks, coffee, cold brews and drinks.
Some Meals Provided
ScaleFactor provides weekly catered meals on Fridays.
Happy Hours
Pet Friendly
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
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