[Remote] Customer Success Manager
Note: The job is a remote job and is open to candidates in USA. Layer is developing innovative accounting software and bookkeeping services tailored for small and medium-sized businesses (SMBs). As a Customer Success Manager, you will facilitate onboarding for new customers and provide ongoing support to ensure a seamless experience with the bookkeeping service.
Responsibilities
- 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.)
- Support customers across chat and email by answering bookkeeping questions, diagnosing issues, and driving them to resolution quickly and empathetically
- Maintain accurate customer notes and status updates in internal systems to ensure strong follow-through and smooth handoffs
- Collaborate with other Layer teams to improve workflows and surface product feedback based on recurring customer needs
- Exceed partner and customer expectations by providing thoughtful, proactive, and detail-oriented support
Skills
- 2+ years of experience in a customer-facing (support, onboarding, etc.) or bookkeeping role
- Familiarity with small business bookkeeping fundamentals and basic financial concepts
- Strong live communication and active listening skills
- Excellent written communication skills
- Strong attention to detail and ability to manage multiple tasks simultaneously
- An ownership and growth mindset
Company Overview