Job Title
Customer Success Manager
Job Description
The Tight Embedded Accounting HQ is in Washington, DC, in the renowned Dupont Circle neighborhood, directly across the street from the Dupont Circle Metro Station. We are in our high-energy office 5 days a week, and we’re looking to bring on a Customer Success (CS) professional who embraces the opportunity to collaborate with high-trajectory teammates in our HQ. Tight is growing at a rapid pace, with 50% year-over-year employee growth, and we’re looking for a teammate who not only embraces the growth but also is excited by the amount of change that comes with this growth.
Many financial technology (FinTech) platforms are building products that leverage Tight's Embedded Accounting UIs, APIs and SDKs; over 1.3M users are leveraging said products. Tight's team aids these FinTechs in how to leverage its Embedded UI, APIs and SDKs to build these products. Tight's growing CS team members are product experts who work closely with customer-partners’ product, engineering, and support teams to deliver training, triage and resolve support requests, and collaborate on customer roadmaps that help shape the direction of Tight’s products.
We’re looking for an enthusiastic, quick, and passionate CS professional, who is (or is interested in becoming) an expert at:
Owning the customer partner relationship, including
Day-to-day investigation and triage of end-user and developer support requests, feature requests, and bug reports
Partnering with Tight’s engineering and product teams to drive customer-partner tickets through to completion while enforcing and improving SLAs
Leading recurring customer-partner touchpoints (monthly syncs, quarterly business and roadmap reviews, etc.)
Building strong relationships with customer-partners
Maintaining and enhancing Tight’s Help Center, A.I. knowledge base, and partner documentation
Contributing to scalable CS operations (templates, macros, dashboards, and more)
Providing end-user support to our internal customer-partner, Hurdlr
Qualifications
The following qualifications would help build confidence in the ability to grow into the above responsibilities:
2-5 years of Customer Success or Account Management experience in a SaaS company
Strong analytical skills and critical thinking
Excellent written and verbal communication skills
Quick to learn and receptive to coaching and feedback
Hard-working with a professional work ethic
Excellent project management skills with the ability to keep complex workstreams organized, on schedule, and well-communicated
Nice to Have:
Experience with Slack, Pylon, and/or Linear
Experience supporting embedded or partner use cases (B2B2C, marketplaces, or platform integrations)
Prior work with FinTech and/or accounting products
Comfortable discussing APIs/SDKs at a conceptual level; no coding required, but helpful if you can understand the basics and ask insightful questions
Importantly, at Tight, we are looking to utilize your existing skills to improve and build our CS operations, and then the sky's the limit responsibility/growth-wise based on where your skill development and interests lead.
Top Skills
What We Do
With Tight embedded accounting, your small business customers get the power of end-to-end accounting inside your product, making their accounting easier and your platform irreplaceable.
When it comes to accounting solutions, experience matters. Tight’s full-service, user-friendly solutions have empowered over 1.2 million small businesses to date — and we’re just getting started.
Trusted by top enterprises that have increased their revenue (by millions of dollars) and retention rates (by double digit percentages) leveraging our products.
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