What are the responsibilities and job description for the Customer Success Manager position at UpDraft?
CUSTOMER SUCCESS MANAGER
UpDraft. Chattanooga or Atlanta. In-office.
Full-time.
ABOUT UPDRAFT
We are an AI-native company building an agentic work platform for the most demanding work in corporate accounting.
ABOUT THE ROLE
UpDraft's customer base spans top-25 CPA firms, elite advisory practices, Fortune 1000 finance teams, and pre-IPO companies. Customer demand is accelerating, and we are building out the customer success team to match.
As a Customer Success Manager, you own a named portfolio of strategic accounts from kickoff through expansion. You are the primary point of contact for chief accounting officers, controllers, and audit partners at the largest accounts on our roster. You will work daily with our CEO and co-founder on customer strategy.
KEY RESPONSIBILITIES
Own strategic relationships with named accounts. Senior finance leaders at Fortune 1000 companies, partners at top-25 firms, CAOs at pre-IPO accounts. You are their first call. You know their business, their auditor, their next milestone, and their next risk.
Run quarterly business reviews. Co-led with the CEO for our top accounts. Annual planning, expansion conversations, executive sponsorship.
Drive expansion and renewal. Identify expansion opportunities inside each account. Build the business case. Close the expansion contract. Renewal is your number, not a surprise.
Lead pilot conversion at the top of the customer base. When a strategic account enters its 30-day pilot, you own the conversion. The Associate runs onboarding logistics. You run the conversation.
Own customer escalations. When something is wrong, you are the calm in the room. You diagnose fast, communicate honestly, and bring the team in when needed.
Carry voice of customer back to product and engineering. You see patterns across your portfolio. You translate them into a roadmap conversation our product team can act on.
Develop the Associate. The Associate supports your accounts. You coach them on customer conversations, review their work, and accelerate their growth into a seat like yours.
WHAT WE'RE LOOKING FOR
We are hiring for three qualities above all else:
Senior presence. You hold your own with a CAO, a Big Four partner, or a CFO. You read a room. You bring perspective worth paying for, not just status updates. Senior finance leaders trust you to be in the room for the conversations they would not have with most vendors.
Accounting fluency. You know what ASC 606 means. You have opinions about close management software. You can explain to a controller why an Excel-bound workpaper does not scale, and you can explain to a partner why a paragraph-cited memo matters more than a longer one. Time at Embark, CFGI, Stout, a Big Four advisory practice, or a customer success seat at a finance-tech SaaS company all count.
Commercial instinct. You see expansion before the customer does. You frame the business case. You close the contract. Renewal feels like a continuation, not a sales motion.
A bachelor's degree is required. CPA strongly preferred. Four or more years of relevant experience in customer success, accounting advisory, or both.
WHAT SUCCESS LOOKS LIKE AT 90 DAYS
Every account in your portfolio has a stakeholder map, expansion thesis, and 12-month plan documented.
The CEO is no longer required in the room for routine customer calls in your portfolio.
One named expansion conversation is underway with a top-five account.
One customer reference call is scheduled with a live prospect.
COMPENSATION AND LOCATION
Competitive base, performance bonus tied to net revenue retention and expansion, and meaningful equity in a fast-growing AI company. This role is based in our Chattanooga, TN or Atlanta, GA office.
Reports to: CEO and Co-Founder.
HOW TO APPLY
Send three things to hiring@tryupdraft.com with subject line "Customer Success Manager: [Your Name]":
1. A short note, written by you and not by an AI, about the most complex customer relationship you have ever owned. What was the situation, how did you navigate it, and what did you learn.
2. A 60-second video answering: "Why customer success at an AI-native company, and why now?" Send a Loom link (free at loom.com) or use any platform you prefer.
3. A reference from a current or former senior customer who would speak to your work directly.
UpDraft is an equal opportunity employer.