Client Success Manager

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Client Success Manager

Cookie Finance Richmond, VA

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Client Success Manager

Cookie Finance Richmond, VA

5 days ago 43 applicants

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About Cookie Finance

Cookie Finance is a rapidly growing accounting and tax technology startup built exclusively for content creators. We work with influencers across YouTube, Instagram, Twitch, TikTok, and beyond, supporting everyone from up-and-coming creators to some of the biggest names in the space. We're looking for a Client Success Manager to join our team and become the person creators turn to when things get hard.

About The Role

The Client Success Manager is Cookie's relationship anchor—the person who shows up when a creator is frustrated, confused, or considering leaving, and finds a path forward.

But this role goes beyond firefighting. You are also the voice of the customer back into the business, spotting patterns, surfacing insights, and helping us improve every single day. This is a high-visibility, high-impact role that sits at the intersection of client relationships, cross-functional coordination, and continuous improvement.

You’ll dig into data, audit interactions, and translate what you find into clear recommendations that help Cookie deliver a more consistent, confident experience at scale. You’ll work across teams—including accounting, tax, payroll, sales, and operations—to ensure issues are resolved thoroughly and nothing falls through the cracks.

At Cookie, we value clear communication, curiosity, and people who bring their full selves to work while helping others do the same. If you stay calm when things get complicated, ask “why did this happen?” before jumping to solutions, and genuinely care about the humans behind every interaction, this role was built for you.

Who This Role Is Perfect For

This role is perfect for someone who thrives in complex, high-stakes situations and doesn’t shy away from difficult conversations. You know how to move through tension with empathy, professionalism, and control.

You’re highly organized, data-savvy, and energized by untangling messy situations and leaving things better than you found them. You thrive when you have ownership, when your work is visible, and when the stakes actually matter.

You care deeply about helping creators feel confident in the people they’ve trusted with their finances, and you understand that every interaction is an opportunity to build—or lose—that trust. If you want your work to have real impact across a fast-scaling company, this is your seat at the table.

What You'll Own

• Be the calm in the storm—serve as the primary point of contact for high-priority creator concerns and escalations, bringing professionalism, empathy, and confidence to even the most sensitive conversations
• Keep creators in the family—identify at-risk relationships, uncover root causes, and partner with internal teams to build and execute retention strategies that reinforce long-term trust
• Coordinate across the whole team—connect accounting, tax, payroll, sales, and operations to ensure escalations are resolved thoroughly, fairly, and without anything falling through the cracks
• Turn data into direction—audit client interactions across HubSpot, call recordings, and internal documentation to identify trends in sentiment, communication breakdowns, and operational gaps, then translate findings into clear, actionable insights
• Own churn insights and reporting—build and maintain reporting frameworks that give leadership an objective view into what’s driving churn and what’s keeping creators engaged
• Make offboarding graceful—manage departing creator transitions in a way that is smooth, respectful, and protects Cookie’s reputation
• Feed the feedback loop—surface patterns and performance gaps to internal teams to drive continuous improvement across the business
  
  

What We're Looking For

• 4 years of experience in client success, account management, retention, or a related client-facing field
• Proven experience handling escalations or high-touch relationships, ideally in a fast-paced, remote environment
• Strong communication skills with the ability to navigate difficult conversations with clarity, empathy, and control
• Highly organized and comfortable managing multiple complex situations at once without letting anything slip
• Experience working cross-functionally and holding teams accountable in a constructive, collaborative way
• Comfortable with data and reporting, with the ability to turn qualitative feedback into structured, actionable insights
• Familiarity with CRM systems (HubSpot preferred) and call analysis tools like Fathom
• Interest in the creator economy (a plus)
  
  

Cookie Finance is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law

E-Verify Notice: Cookie Finance participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

• Seniority level Mid-Senior level
• Employment type Full-time
• Industries Accounting
  
  

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