Customer Success Manager
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Layer
US
Summary
The role involves conducting live video onboarding calls to set up new customers on the bookkeeping service. Additionally, the specialist provides ongoing support via chat and email to resolve bookkeeping issues and gather product feedback.
Job Description
About Layer
Over the last decade, a vibrant ecosystem of SMB software tools has emerged to help SMBs manage and run their businesses. These tools help SMBs with everything from payments to payroll, but accounting has lagged behind. Small business owners are still struggling with disconnected, generic, accounting software and expensive bookkeepers.
At Layer, we’re building a new kind of accounting software and bookkeeping that lives within the existing software tools SMBs use every day. Our platform allows software companies to quickly launch modern accounting software and bookkeeping services to their SMB customers, eliminating the need for them to use legacy accounting tools or bookkeepers.
The Role
As a Customer Success Manager at Layer, you’ll help small businesses get set up on our bookkeeping service smoothly and serve as their ongoing point of contact. You’ll leverage your bookkeeping knowledge to answer users’ questions, troubleshoot issues, and provide an exceptional customer experience.
In this role, you will:
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Run live video onboarding calls with new customers to gather key business context and complete bookkeeping setup (bank/credit card connections, historical bookkeeping needs, etc.).
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Support customers across chat and email by answering bookkeeping questions, diagnosing issues, and driving them to resolution quickly and empathetically.
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Maintain accurate customer notes and status updates in internal systems to ensure strong follow-through and smooth handoffs.
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Collaborate with other Layer teams to improve workflows and surface product feedback based on recurring customer needs.
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Exceed partner and customer expectations by providing thoughtful, proactive, and detail-oriented support.
Skills & experience
Many backgrounds could fit this role, but ideal candidates will have some or all of the following:
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2+ years of experience in a customer-facing (support, onboarding, etc.) or bookkeeping role
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Familiarity with small business bookkeeping fundamentals and basic financial concepts
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Strong live communication and active listening skills
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Excellent written communication skills
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Strong attention to detail and ability to manage multiple tasks simultaneously
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An ownership and growth mindset
