Customer Success Manager

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.

- 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

- 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role in B2B SaaS

- Strong 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.

- Familiarity with accounting tools such as QuickBooks, Xero, NetSuite, or similar platforms

- Experience working at a fintech, financial SaaS, or accounting technology company

Puzzle is an equal opportunity and affirmative action employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law