Customer Success Manager

Graphite Financial is a growing boutique finance, accounting, tax, and strategy firm (www.graphitefinancial.com) built to help startup and high-growth companies scale efficiently and sustainably. Graphite Financial is redefining the “finance department” for early-stage companies and VC-backed startups. We deliver high-caliber accounting and finance leadership and support to entrepreneurs and management teams building scalable, high-growth companies. Our clients are actively managing cash burn, measuring performance, reporting to investors, making capital allocation decisions, and preparing for fundraising. All of that takes expertise and time that founders don’t have and can’t afford to hire for. Graphite bridges the gap with flexible, fixed-fee support packages that provide fractional leadership and operational support from CFOs, Controllers, FP&A Managers, and Tax leaders.

Focus: Onboarding, retention, relationship management, expansion and project management

As a Customer Success Manager (CSM) at Graphite Financial, you are a strategic "Face" of the Customer Success function.  Customer Success at Graphite includes onboarding, relationships management, and expansion. . You aren't just managing a checklist; you are a trusted advisor to founders and executive teams. You will leverage your financial acumen to translate complex data into growth strategies, ensuring our clients don’t just stay with us—they thrive. You own the high-level relationship, the renewal, and the expansion strategy, while providing mentorship to the Senior Associates who support your book of business.

• Onboarding - Be the face of Graphite for new clients coming onboard, ensuring a smooth onboarding and handoff from sales to service delivery.  
• Strategic Advisory: Lead high-impact Business Reviews (QBRs) that move beyond "status updates" to , own relationships with key clients with a focus on retention, escalations management and expansion.  
• Revenue & Retention: You are responsible for identifying upsell/expansion opportunities and driving contract renewals.
• Crisis Management: Act as the final point of escalation, turning potential churn risks into long-term retention wins through creative problem-solving and executive presence.
• Account Health & Strategy: Develop and monitor client health scores, proactively intervening with strategies for at-risk accounts.
• Leadership & Mentorship: Guide and mentor Senior Associates, ensuring they meet project milestones and maintain the operational integrity of your accounts.
• Project Management: Proven experience in implementation, onboarding or complex coordination. A PMP or CAPM certification is a massive advantage.

• Experience: 3+ years in B2B Professional Services or FinTech. You must have a proven track record of managing a book of business and with a focus on retention.
• Financial Literacy: A general understanding of corporate financial operations (accounting, payroll, finance and tax) 
• Education: Bachelor’s Degree in Accounting or Finance (highly preferred).
• Soft Skills: relationship building, clear and concise communications, attention to detail and organization skills, ability to prioritize quickly,  negotiation, executive presence, and the ability to influence C-suite decision-makers.

Comprehensive Benefits & Perks:

• Health & Wellness: Competitive Medical, Dental, and Vision coverage. 100% of the employee's health insurance premium is covered by the company.
• Financial Security: Company-paid Short-Term and Long-Term Disability insurance.
• Work/Life Balance To Include: Generous Unlimited Paid Time Off (PTO), 11 Paid Company Holidays, and comprehensive Paid Parental Leave.
• Remote Work Setup: Fully remote position with company-provided technology equipment and a $250 technology stipend to support your ideal home office setup.
• 401k: With a company match