Customer Success Manager

ABOUT PUZZLE

At Puzzle, we're not just building accounting software - we're fundamentally reimagining it. Our cutting-edge platform seamlessly integrates with modern fintech tools, offering founders and finance teams a real-time and comprehensive view of their finances like never before.

Our mission is to empower businesses with seamless financial operations, realtime insights and free accountants from bookkeeping tedium. To help us achieve our goals, we're looking for an experienced Customer Success Manager to drive adoption, retention, and growth across a high-volume portfolio of small to mid-sized finance teams.

WHAT WE’RE LOOKING FOR

As a Customer Success Manager at Puzzle, you'll work closely with founders and SMBs to ensure they get up and running quickly and successfully on Puzzle.

You'll guide customers through onboarding, provide product education, answer workflow questions, and act as a trusted partner as they manage their financial operations on our platform. This role is highly relationship-driven and requires someone who is comfortable working with founders and small teams who may not have deep accounting expertise.

You'll play a key role in driving product adoption, customer satisfaction, and retention while helping customers navigate accounting workflows and financial tooling.

This is an opportunity to join a fast-growing startup and work closely with customers who are building the next generation of companies.

Accounting experience is required for this role.

WHAT YOU'LL DO

CUSTOMER ONBOARDING & ADOPTION

• Guide new customers through onboarding and implementation, ensuring a smooth transition onto the Puzzle platform
• Deliver product training via video calls, demos, and written resources
• Serve as a trusted advisor to founders and operators as they adopt modern financial tooling

CUSTOMER RELATIONSHIP MANAGEMENT

• Build strong relationships with founders, operators, and finance leaders
• Answer product questions, troubleshoot workflow challenges, and ensure customers are getting value from Puzzle
• Monitor customer health and engagement to proactively address issues and improve adoption

CROSS-FUNCTIONAL COLLABORATION

• Work closely with Product, Engineering, and Support teams to escalate issues and advocate for customer needs
• Share customer feedback and insights that help shape product improvements
• Collaborate with internal teams to improve onboarding materials, help documentation, and customer education resources

WHO YOU ARE

• 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role in B2B SaaS
• Strong understanding of accounting concepts and financial workflows
• Strong communication skills with the ability to explain complex concepts in simple terms
• Comfortable guiding customers through software onboarding and workflow setup
• Proactive self-starter with an ownership mindset, and high attention to detail in a fast-moving environment.

NICE-TO-HAVES

• Familiarity with accounting tools such as QuickBooks, Xero, NetSuite, or similar platforms
• Experience working at a fintech, financial SaaS, or accounting technology company

WHAT’S IN IT FOR YOU?

Join Puzzle Financial at a pivotal growth stage where you'll help redefine and reimagine how companies handle their financials while building your career in a flexible, remote-first environment. You'll have the opportunity to make a significant impact, work with innovative founders, and develop valuable expertise at the intersection of modern accounting and fintech.

Here is a preview of some of the amazing benefits here at Puzzle

• Competitive compensation
• 100% paid employee health, dental, and vision plans
• 10 observed holidays and a flexible PTO policy so you can recharge
• $1000 home office budget to get you set up for success
• $2400 co-working budget for face time with your colleagues
• $600 learning and development budget
• 401K so you can save for your future
• And much more

*Visa Sponsorship Notice: Puzzle does not provide visa sponsorship for new hires at this time. We can only consider candidates who are legally authorized to work in the U.S. or Canada without requiring new visa sponsorship or transfer of an existing visa.

Candidates should be currently residing in the U.S. or Canada to be eligible for this position. If hired, you will be required to present proof of work authorization. This employer is a participant of the E-Verify program.

Puzzle is an equal opportunity and affirmative action employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law