Customer Success Analyst

CUSTOMER SUCCESS ANALYST

DebtBook is an industry-leading fintech software platform that revolutionizes the way local governments, higher education, healthcare organizations and their finance teams work. Our powerful, cloud-based software helps these organizations manage all aspects of their debt, leases, and subscriptions, streamline financial reporting, and share information simply with others.

About this Role

We are looking for a highly motivated and enthusiastic Customer Success Analyst to join our growing team. The Customer Success team is looking for an individual who is passionate about delivering an outstanding customer experience, and is eager to help customers maximize the value of our products. You will play a critical part in the implementation and ongoing management of our products with new and existing customers. 

What You’ll Do 

• Work with our Data and Customer Success teams to review source documents and correct information uploaded during the implementation process.
• Provide operational and quality support for ongoing customer data updates (Premium Support), working closely with both the data team and CSMs and communicating updates to customers as necessary.
• Ensure a seamless onboarding experience by facilitating the transfer of customer data, provisioning accounts, and overseeing setup processes.
• Track key project metrics, including status, risks, timelines, and customer expectations, to ensure smooth execution and proactive issue resolution.
• Assist Customer Success Managers with customer account configuration to align with customer organizations’ accounting standards and practices.
• Partner closely with Customer Success Managers to ensure that implementations run smoothly and milestones are met.
• Track and assist in reporting on implementation status for the team.

What You Bring

• Highly organized with a high level of accuracy and attention to detail 
• Demonstrates ability to relate to individuals and groups with widely varying backgrounds, perspectives, education, and skills
• Comfortable working in a fast-paced startup environment, thriving in moments of uncertainty, ambiguity, and change.
• Growth-oriented mindset, eager to learn and continuously improve.
• Ability to multi-task and balance various projects and deadlines simultaneously
• Excellent analytical, problem-solving, and decision-making skills
• Exceptional written communication and presentation skills
• Empathetic and positive attitude with a commitment to driving customer success.
• Experience with Microsoft Excel, including formulas and functions
• Finance and accounting background preferred 

Why DebtBook

When it comes to benefits and perks, we are committed to supporting our employees’ well-being to make their lives better, both in and out of the office. We offer:

• Competitive salaries plus equity (stock options) for all employees;
• Comprehensive health, dental, and vision insurance, 401(k) with 4% employer match 
• Flexible work schedules and generous leave policies (including unlimited PTO) 
• Professional development opportunities and tuition reimbursement
• Family and wellness perks
• Top-of-the-line equipment and a newly furnished office

DebtBook is an Equal Opportunity Employer. We value diversity and prohibit discrimination and unlawful harassment in the workplace. All applicants will receive consideration for employment based upon their qualifications without regard to race, religion, color, national origin, ethnicity, gender, gender identity or expression, pregnancy, sexual orientation, age, marital status, genetic information, political affiliation, National Guard or veteran status, disability, or any other protected status under federal, state, or local law. We welcome and encourage applicants with disabilities to contact our team for assistance during the application and hiring process. We are committed to expanding accessibility and making reasonable accommodations in accordance with applicable law.