Customer Success Manager

Remote from: USA
Salary, yearly, USD: 80,000 - 100,000
Department: Customer Success
Employment type: Full Time,
Job posted: 6 Jul 2026
Apply before: 6 Aug 2026
Experience level: Midweight
Views / Applies: 134 / 6

Real human assistants + great tech to help busy executives save hours every day.

Computer Software
2018

AI Summary

Double is an early-stage SaaS startup providing an all-in-one tool for bookkeepers. They are hiring a Customer Success Manager to onboard and support larger firms. The role involves conducting onboarding calls, proactive account expansion, and driving customer success. The ideal candidate has 2-3 years of customer-facing experience in SaaS, strong communication skills, and a customer-centric mindset. The position offers competitive compensation, equity, and benefits.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires 2-3 years of experience and strong communication skills, but does not demand highly technical expertise, making it moderately difficult.

Salary Analysis

AI Insight The offered salary range of $80k-$100k is competitive for an early-stage startup Customer Success Manager role. It falls slightly above the market median, reflecting the startup's investment in talent.

Core Skills Required

Customer Success Onboarding SaaS Account Management Communication CRM Process Improvement Customer Education Expansion Revenue Documentation

Cover Letter Sample

I am writing to express my interest in the Customer Success Manager position at Double. With 2-3 years of experience in customer-facing roles at early-stage SaaS companies, I have honed my ability to onboard clients and drive product adoption. I am particularly drawn to Double's mission of empowering bookkeepers and accountants.

In my previous role, I successfully managed onboarding for dozens of accounts, achieving a high conversion rate from trial to paid. I excel at articulating complex concepts simply and building strong relationships. My proficiency with tools like HubSpot and Notion ensures efficient customer management and process documentation.

I am passionate about customer success and eager to contribute to Double's growth by helping clients realize value quickly. Thank you for considering my application.

Sample Interview Questions

Can you describe a time when you successfully onboarded a challenging client? What steps did you take?

I once had a client who was hesitant to adopt our product due to integration concerns. I scheduled a personalized walkthrough, provided step-by-step guidance, and set up a sandbox environment for them to test. I also coordinated with our engineering team to ensure seamless integration. After successful onboarding, the client became a power user and expanded their subscription.

How do you prioritize and manage multiple accounts simultaneously?

I use a combination of CRM tools and prioritization frameworks. I categorize accounts based on their stage (onboarding, active, at-risk) and assign urgency. I set daily goals for outreach and follow-ups, and I regularly review pipeline metrics to adjust priorities. I also document all interactions to ensure continuity.

Tell me about a time you identified a barrier to customer success and how you addressed it.

I noticed that several clients were underutilizing a key feature because they found it confusing. I created a video tutorial and a one-pager with clear steps, then proactively shared these resources during check-ins. This led to a 30% increase in feature adoption within a month.

How do you handle a customer who is considering canceling their subscription?

First, I listen empathetically to understand their pain points. I then analyze their usage data to identify gaps. I propose a tailored plan, such as additional training or a feature demo, to demonstrate value. If needed, I involve other teams to find a solution. My goal is to turn the situation into a success story.

Describe a process improvement you implemented in a previous role.

At my last job, I noticed that our onboarding follow-up emails were inconsistent. I created a templated email sequence with automated triggers based on milestone completions. I also developed a feedback loop to refine the content. This reduced onboarding time by 20% and improved customer satisfaction scores.

About Double

Bookkeepers today are stuck working in excel spreadsheets and homegrown project management solutions to support their clients. Double is on a mission to change that.

With our all-in-one tool, bookkeepers can manage their work, communicate with clients, catch hard-to-find errors, and deliver reports to help their small business customers make smarter strategic decisions.

Founded in 2021, Double has raised $12M in funding, backed by leading tech investors like Y Combinator and founders at top startups like Lattice, Front, Superhuman, Plaid, and more. Double currently helps thousands of bookkeepers and accountants manage the books for startups and small businesses across the US.

We’re bringing on dozens of new customers each month. You will be the main point of contact for larger firms and will be responsible for helping them onboard and succeed in our product.

What You’ll Do

Onboarding Prospective Customers

Conduct onboarding calls with prospective customers, train them to use the product, complete technical implementation steps, and help them realize value quickly
Coordinate with Account Executives to identify any red flags that would hinder the prospect from subscribing to Double
Maintain a high conversion rate from Free Trial to subscribed customer (80-85%)

Expansion of Existing Accounts

Proactively reach out to accounts in your pipeline to ensure they’re continuing to reach their goals and respond to inbound support inquiries in a timely manner
Identify barriers to success or any roadblocks that would hinder accounts from fully adopting the full feature suite Double offers
Facilitate continued check-ins, team training calls, and Q&A sessions via Zoom
Create and maintain customer education materials: record video feature overviews and write user guides for content-driven email sequences
Drive expansion revenue of existing accounts in your pipeline (increase MRR)

Internal Team Processes

Keep your finger on the pulse of trending feature requests and areas within the product that could be improved, then document and share customer feedback with the rest of the team to inform our product roadmap
Document best practices, creating templates for customer engagement at key milestones for various user personas
Help the team iterate to find the most efficient internal processes that reduce friction and best help our customers succeed
Take on additional projects that inspire you and help move the needle for our team

Who You Are

2-3 years of experience in a customer-facing role at an early-stage SaaS startup
Ability to articulate complex concepts in a simple, straightforward manner, both in written and verbal communication
Keen attention to detail, thoughtfulness, and a customer-centric mindset
Knack and passion for process improvement, documentation, and increasing operational efficiencies
Familiarity with modern SaaS technologies such as Slack, Notion, Hubspot and/or Salesforce
Accounting/finance experience is preferred; interest in learning the space is required

Benefits

Competitive pay and equity
Unlimited PTO
Health, dental, and vision insurance

Double provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

Apply now >