What are the responsibilities and job description for the Customer Success Manager position at debtbook?
CUSTOMER SUCCESS MANAGER
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're looking for a candidate with treasury or governmental accounting experience to support
our public-finance focused customers as a Customer Success Manager. If this is you and you
bring exceptional communication and relationship building skills please apply to join our growing
team! Our Customer Success Management team is responsible for maintaining positive
customer relationships that ultimately lead to contract renewal with DebtBook. You will be
responsible for engaging DebtBook customers at all levels of their organization in an effort to
promote adoption and full utilization of the DebtBook suite of products.
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're looking for a candidate with treasury or governmental accounting experience to support
our public-finance focused customers as a Customer Success Manager. If this is you and you
bring exceptional communication and relationship building skills please apply to join our growing
team! Our Customer Success Management team is responsible for maintaining positive
customer relationships that ultimately lead to contract renewal with DebtBook. You will be
responsible for engaging DebtBook customers at all levels of their organization in an effort to
promote adoption and full utilization of the DebtBook suite of products.
What You’ll Do
● Manage a book of business- primarily governmental customers in the mid-market
segment
● Ensure a seamless implementation experience by facilitating the transfer of customer
data, provisioning accounts, and overseeing setup processes for new and existing
customers within your assigned territory
● Reach out to customers by phone and email throughout the customer lifecycle and
ensure appropriate engagement.
● Educate customers on the value of new functionality and foster feature adoption
● Meet with customers before their renewal period to understand and address their needs,
concerns, and goals.
● Partner with the mid-market account management team to optimize retention efforts and
identify opportunities for expansion
● Act as the voice of the customer internally, sharing customer feedback with the product
team
● Identify signs of potential churn or dissatisfaction and collaborate on strategies to
mitigate risks.
● Ensure customer concerns are addressed promptly to maintain satisfaction
● Assist in updating and managing resource guides to ensure user understanding and
adoption
● Take ownership over the implementation process, drive efficiencies, and continuously
improve the overall customer onboarding experience
● Manage a book of business- primarily governmental customers in the mid-market
segment
● Ensure a seamless implementation experience by facilitating the transfer of customer
data, provisioning accounts, and overseeing setup processes for new and existing
customers within your assigned territory
● Reach out to customers by phone and email throughout the customer lifecycle and
ensure appropriate engagement.
● Educate customers on the value of new functionality and foster feature adoption
● Meet with customers before their renewal period to understand and address their needs,
concerns, and goals.
● Partner with the mid-market account management team to optimize retention efforts and
identify opportunities for expansion
● Act as the voice of the customer internally, sharing customer feedback with the product
team
● Identify signs of potential churn or dissatisfaction and collaborate on strategies to
mitigate risks.
● Ensure customer concerns are addressed promptly to maintain satisfaction
● Assist in updating and managing resource guides to ensure user understanding and
adoption
● Take ownership over the implementation process, drive efficiencies, and continuously
improve the overall customer onboarding experience
What You Bring
● 1-2 years of experience in a public finance-related role
● Accounting or finance background preferred
● Strong communication skills to reach out to customers on the phone and via email to
build trust, and ensure value delivery.
● Self-motivated, with strong project management and organizational skills
● Proficient in all Microsoft Excel functions, including formulas and functions
● Strong desire to work with customers to demonstrate the value of the DebtBook
application.
● Willingness and ability to become a product expert on all areas of the application.
● A passion for technology and how it can transform organizations
● Comfort in a fast moving startup environment with shifting business demands
● 1-2 years of experience in a public finance-related role
● Accounting or finance background preferred
● Strong communication skills to reach out to customers on the phone and via email to
build trust, and ensure value delivery.
● Self-motivated, with strong project management and organizational skills
● Proficient in all Microsoft Excel functions, including formulas and functions
● Strong desire to work with customers to demonstrate the value of the DebtBook
application.
● Willingness and ability to become a product expert on all areas of the application.
● A passion for technology and how it can transform organizations
● Comfort in a fast moving startup environment with shifting business demands
Why DebtBook
Proud to be named one of the “Best Places to Work” by Charlotte’s Business Journal, DebtBook
is a fast-growing company where we dream big, move fast, make an impact, and bring joy to
everything we do. Our core values drive our success as an organization, and we are looking for
talented teammates who share our passion for challenging the status quo, innovating in all we
do, and wanting to make a difference.
Proud to be named one of the “Best Places to Work” by Charlotte’s Business Journal, DebtBook
is a fast-growing company where we dream big, move fast, make an impact, and bring joy to
everything we do. Our core values drive our success as an organization, and we are looking for
talented teammates who share our passion for challenging the status quo, innovating in all we
do, and wanting to make a difference.
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 employer match (100%
match on the first 3% and 50% match on the next 2%)
● Flexible work schedules and generous leave policies (including unlimited PTO)
● Professional development opportunities and tuition reimbursement
● Family and wellness perks
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 employer match (100%
match on the first 3% and 50% match on the next 2%)
● Flexible work schedules and generous leave policies (including unlimited PTO)
● Professional development opportunities and tuition reimbursement
● Family and wellness perks
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.
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.
