Customer Success Manager

Job Description:

A Customer Success Manager at FloQast helps to maintain high levels of satisfaction and engagement among customers to ensure their long-term success with the application. Key responsibilities include providing outstanding customer service, responding to all clients’ queries, providing product assistance, and explaining processes, products and services in accordance with internal procedures. As a Customer Success Manager, you will manage a diverse portfolio of customers, from SMB to enterprise, develop new business from existing clients and manage the client relationship. You will serve as an advocate and liaison between clients and internal cross-functional teams (including the Setup, Product Development and Sales departments) to improve the entire customer experience. This position may require occasional travel.

If you pride yourself on being able to build relationships with anyone, and want to be a part of a fast-growing tech company, please apply.

We are seeking Ohio based candidates. Remote candidates will not be considered at this time.

*Visa sponsorship is NOT available at this time

Responsibilities:

  • Own the overall post-launch relationship with your FloQast customers
  • Develop a trusted advisory relationship with customers, ensuring all activities are closely aligned with the client’s business and departmental strategy and needs
  • Be an advocate for client feature requests and work cross functionally with our Product, QA and Data team to help move projects forward
  • Conduct quarterly or monthly business reviews to assess customer requirements and level of adoption with infrequent travel for client on sites
  • Strategize and manage the client renewal process to maintain a near zero to negative net churn rate
  • Work in partnership with Install Base AE, identifying and developing new business and/ or upsell opportunities with existing clients
  • Manage customer trainings and increase adoption on new product lines and features
  • Forecast and track key account metrics (e.g. quarterly sales results)
  • Assist with high severity client requests or issue escalations as needed
  • Drive Customer Success Outcomes: Drive increased engagement for new and existing customers; increase renewal rates and keep our churn rate near zero; expand our revenue in accounts through cross-sell and upsell; influence future lifetime value through higher product adoption, customer satisfaction and overall health scores; and drive new business growth through greater advocacy and reference-ability
  • Any other projects as assigned to help the Company meet its goals.
  • Requirements:

  • Proven work experience as a Customer Success Manager or Account Manager, ensuring customer satisfaction, adoption and retention
  • Preferred experience in SAAS company or Accounting experience
  • Ability to interact with client teams at various levels of technical and non-technical depth
  • Proven track record of managing customer escalations, balancing customer expectations and negotiating successful resolutions
  • Experience using SalesForce and ChurnZero, or other usage data based applications such as Pendo, Gainsight, Hubspot, Pardot etc.
  • Proven ability to manage multiple projects at a time while paying strict attention to detail
  • Excellent listening and presentation skills
  • Excellent verbal and written communication skills
  • High attention to detail and ability to organize a high volume book of business along with occasional strategic projects
  • BA/BS degree in Business Administration, Accounting, or relevant fields preferred


  • About FloQast    www.floqast.com

    FloQast is a fast-growing, Los Angeles-based, growth-stage company redefining how a critical business process (financial close) is performed.  Our growth and success are fueled by a passion to define and dominate the close management software market. We are the first company of our kind to focus specifically on the mid-market. Our prospects have been hungry for a solution like FloQast and the response has made FloQast among the fastest growing FinTech companies with now more than 1,000 customers, including Lyft, Zoom, Twilio and the Golden State Warriors.

    - We are fanatics about the success of our customers.  Check us out on G2 Crowd 

    - We are equally fanatic about creating and maintaining a fabulous culture of support and success for all employees.  Check us out on Glassdoor

    - We are moving quickly and there is a huge upside opportunity in terms of career growth

    - FloQast offers competitive compensation, stock options, full benefits, and a positive and supportive work environment   

    - Named among Best Places to Work by LA Business Journal in 2020, 2019, 2018 and 2017

    - Ranked #10 on The SaaS 1000  

    FloQast, Inc is committed to operating fair and unbiased recruitment procedures allowing all applicants an equal opportunity for employment, free from discrimination on the basis of religion, race, sex, age, sexual orientation, disability, color, ethnic or national origin, or any other classification as may be protected by applicable law. We aim to recruit the right people for the jobs we have to offer, and to assess applications on the basis of relevant skills, education, and experience. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and strive to provide a professional and welcoming workplace for all employees.