What are the responsibilities and job description for the Manager, Client Success position at FYIsoft, Inc.?
Location: Naples, FL preferred | Remote considered for the right candidate
Compensation: $85,000 - $100,000
About the Role
FYIsoft is seeking an experienced Manager, Client Success to lead our client success team in supporting customers using our financial reporting and budgeting solutions (ReportFYI, BudgetFYI, ConnectFYI). This role combines people leadership with hands-on technical fluency in ERP reporting environments, ensuring our clients realize maximum value from their FYIsoft investment while maintaining strong renewal and satisfaction outcomes. This position is based in Naples, FL, with remote candidates considered for the right fit.
Key Responsibilities
- Lead, mentor, and develop a team of Client Success Managers/Specialists, setting goals and monitoring performance against retention, satisfaction, and adoption metrics
- Serve as an escalation point for complex client issues, particularly those involving ERP data connections, reporting configuration, or financial statement logic
- Own the post-sale client lifecycle: onboarding, implementation support, adoption, renewal, and expansion
- Partner with Product and Engineering to relay client feedback on reporting functionality and ERP integrations
- Develop and refine playbooks for onboarding clients across different ERP environments (NetSuite, Sage Intacct, Acumatica, Dynamics GP/Management Reporter)
- Monitor client health scores and proactively identify at-risk accounts
- Collaborate with Sales on renewal strategy and expansion opportunities
- Represent the voice of the customer in internal product planning discussions
- Create and maintain client-facing documentation, training materials, and best-practice guides for report building and financial consolidation workflows
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Required Qualifications
- Bachelor's degree in Accounting, Finance, or related field
- 5 years of experience in a customer support, client success, or implementation role within a SaaS or financial software environment
- 2 years of people management or team lead experience
- Hands-on proficiency with reporting functions inside ERP systems such as Management Reporter, NetSuite, Acumatica, and Sage Intacct
- Strong understanding of core financial statements (P&L, balance sheet, cash flow) and general accounting principles
- Excellent communication skills with the ability to translate technical/accounting concepts for varied audiences (controllers, CFOs, accounting staff)
- Demonstrated ability to manage competing priorities across multiple client accounts
- Experience with CRM/support tools (e.g., HubSpot, Salesforce, Zendesk) for tracking client interactions
Preferred Qualifications
- CPA, CMA, or progress toward accounting certification
- Experience specifically with financial consolidation, budgeting, or FP&A reporting tools
- Familiarity with SQL or data connection troubleshooting for ERP-to-reporting-tool integrations
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Location & Compensation
- This role is preferably based in Naples, FL; remote work will be considered for candidates who are an especially strong fit
- Salary $85,000 - $100,000
What Success Looks Like in This Role
- Improved net revenue retention and reduced churn across the client portfolio
- A well-trained, motivated client success team with clear career development paths
- Strong cross-functional relationships with Product, Sales, and Engineering
- Clients who see FYIsoft as a trusted partner in their financial reporting operations, not just a vendor
Salary : $85,000 - $100,000