Senior Customer Success Manager, Pilot
$108-146k
+ Equity
Bookkeeping services for startups
Job no longer available
Bookkeeping services for startups
201-500 employees
Job no longer available
$108-146k
+ Equity
201-500 employees
Company mission
To help small businesses and startups to achieve their commercial goals by taking care of the CFO services, tax preparation and bookkeeping.
Role
Who you are
- A successful CSM is adept at working cross-functionally, and is organized, detail-oriented, and thrives in a fast-paced environment
- 4+ years experience in customer-facing roles in public accounting or finance; OR Customer Success, Sales or Account Management
- Strong verbal and written communication skills with an ability to convey critical information across our customers and our service teams
- Highly self-motivated and autonomous, demonstrating ownership over business results
- Demonstrated aptitude to learn quickly, including an interest in accounting, finance, and/or financial technology
- Analytical skills and the ability to interpret customer data, compile reports, and make insightful, data-driven decisions
- Positive attitude and ability to stay calm and solution-focused under pressure
- Organization and prioritization of competing tasks independently and with light guidance from your manager
- Education/experience in accounting or finance preferred
- Experience with Salesforce, Looker, or ClickUp is a plus
What the job involves
- The Customer Success Manager focuses on the most critical moments in the customer journey and is responsible for smooth, on-time renewals for Pilot’s customers
- As our customer base grows, they will partner closely with Operations to manage the full customer lifecycle, interpreting a large array of inputs to create a cohesive retention and expansion strategy
- The CSM helps drive predictable and successful renewals, provide a frictionless customer experience, and foster Pilot’s role as trusted partner to its customers
- Proactively manage a monthly portfolio of renewing customers, collaborating with Operations and other teams to drive optimal outcomes by leveraging customer insights, CSAT, health score, QBRs, and more, to proactively engage a client and reduce churn
- Identify and address churn risks by aligning closely with Operations to set appropriate customer expectations, and supporting customer calls as needed
- Own and execute win/win contract negotiation strategies for renewals and retention that protect and maintain customer trust and satisfaction
- Maintain a deep understanding of Pilot’s products and processes, to identify the most relevant features for a customer’s specific milestones and business needs
- Serve as the customer’s advocate and provide internal feedback on how Pilot can improves its product offerings and processes to better meet our customers’ needs
- Uncover any add-on or cross-sell opportunities, coordinating with product-line owners to demonstrate value for the customer
- Help Pilot achieve accurate net revenue targets by accurately maintaining churn pipeline and communicating all churn risks to appropriate internal stakeholders
- Support financial and strategic analyses by ensuring timely off-boarding for all churned customers and complete data collection to surface trends
Our take
Back office operations such as bookkeeping are an unwelcome distraction and expense for businesses, but they don't have to be. Pilot is the largest provider of back office services for startups and small businesses in the US, aiming to take care of a company's back office so they can focus on their core activities.
Founded in 2016. Pilot has attracted an impressive range of customers including Bolt, r2c and Pathrise. The company's proposition is more than just bookkeeping software, providing services that would ordinarily be provided by a fractional chief financial officer. This empowers small businesses and startups to make better budgeting and spending decisions without the need of an expensive finance department hire.
The company's commitment to providing the best customer experience is a particular strength. Over 80% of the company’s business is driven by customer referrals and organic interest. It has also established a number of strategic partnerships with companies such as American Express, bill.com, Stripe and SVB, allowing it to offer a great deal of flexibility in supporting its customers whatever payment methods they use.
Going forward Pilot aims to be to startups and medium-sized firms what AWS is to cloud computing - a comprehensive, easily scalable solution that prevents the need to reinvent a necessary but non-core function from scratch. With rapid revenue growth and significant financial backing from investors, it is well poised to achieve this.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Mar 2021
$40m
SERIES C
Jan 2021
$60m
SERIES C
Total funding: $158.3m
Company benefits
- We invest in our employees’ development and happiness because our employees are the keys to our success and ensuring happy customers
- The opportunity to join a seasoned founding team that has led companies through two prior successful startups and acquisitions (by Oracle and Dropbox)
- Flexible vacation/time-off policy
- All federal holidays are observed
- Competitive benefits package including wellness benefits such as Modern Health, Headscape, One Medical, Aaptiv and Rightway
- Parental leave for birthing or non-birthing parents – 100% pay for 12 weeks
- 401(k) plan
Company values
- Care more than they expect - Create delight through care. Build trust through effort. Get the details right. Do the right thing, every time. Own it
- Do it well or don't do it - Focus. Maximize velocity on what matters most. Follow through. Build it well
- Fix the systematic issue - Every failure is an opportunity, but only if we take the time to learn from it. Be rigorous in our root cause analysis. Build resilient systems. Make it easy to do the right thing
- Share the work and the win - It’s only a success if we get there together. Have each other’s backs. Be a helper. Take the time to celebrate together
- Seek justice - Use Pilot as a platform to actively correct injustice in the world
- Always be closing - Fight for every customer, every candidate. Hustle. Find the path to yes. Recognize the full value of every opportunity
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
Waseem Daher
(Co-Founder)They studied at MIT before founding Ksplice, where they spent 3 years as COO, and working at Oracle and Dropbox. Having founded Zulip in August 2012, they co-founded Pilot in January 2017.
Jessica McKellar
(CTO & Co-Founder)Previously, they were the founder and the VP of Engineering for a real-time collaboration startup acquired by Dropbox, where they then served as a Director of Engineering.
Jeff Arnold
(COO & Co-Founder)Formerly the Senior Director of Software Development at Oracle and Head of Product at Dropbox.
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