[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.ResponsibilitiesRun 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 empatheticallyMaintain accurate customer notes and status updates in internal systems to ensure strong follow-through and smooth handoffsCollaborate with other Layer teams to improve workflows and surface product feedback based on recurring customer needsExceed partner and customer expectations by providing thoughtful, proactive, and detail-oriented supportSkills2+ years of experience in a customer-facing (support, onboarding, etc.) or bookkeeping roleFamiliarity with small business bookkeeping fundamentals and basic financial conceptsStrong live communication and active listening skillsExcellent written communication skillsStrong attention to detail and ability to manage multiple tasks simultaneouslyAn ownership and growth mindsetCompany OverviewLayer provides embedded accounting software for vertical SaaS platforms and neobanks that serve small and medium-sized businesses. It was founded in 2023, and is headquartered in San Francisco, California, USA, with a workforce of 11-50 employees. Its website is https://www.layerfi.com/.