Customer Success & Support Lead

Location: Remote (Pacific Time)

Compensation: Salary performance incentives; expected base range: $95,000–$115,000

Wurthy is building the AI-powered operating system for small businesses and their accountants. We help SMBs grow revenue, collect revenue, and access credit by automating the financial workflows that matter most. Our platform connects real-time data across 2,500 systems, including accounting, banking, payments, ecommerce, payroll, and marketing, and uses intelligent agents to execute work end-to-end.

Accountants and their SMB clients rely on Wurthy for high-impact workflows such as AR collections intelligence, 13-week cash forecasting, and growth outreach automation. These agents deliver strategic insight and real operational lift in minutes replacing work that normally requires a fractional CFO, a back office, or hours of manual effort.

As we expand across all channels, including accountants, inbound SMBs, partner ecosystems, and organic adoption, we’re growing our customer success and support capabilities to ensure customers onboard quickly, activate automations deeply, and realize measurable value. We are a fast-moving, hands-on early-stage team committed to building the first AI-driven financial operating system for SMBs.

As the Customer Success & Support Lead, you will own the full customer experience across all channels - accountants, SMBs, inbound, and partners. You’ll guide users through onboarding, help them activate Wurthy’s AI-powered automations, troubleshoot integrations, and ensure they adopt high-value workflows that drive real financial outcomes. You’ll serve as both a technical and strategic partner to customers: configuring workflows, demoing capabilities, and acting as a trusted point of contact for support and expansion.

Working directly with product leadership, you’ll operate as a highly leveraged individual contributor using AI tools, systemized playbooks, and data-driven insights to scale support and success without building a large team. You’ll also bring critical customer feedback into product and engineering, helping shape the direction of our platform as we grow. This role is hands-on, fast-moving, and foundational to creating a world-class customer experience as Wurthy becomes the AI operating system for SMBs.

• Own all customer support workflows: ticket triage (email, chat, Slack), integration troubleshooting, and escalation handling
• Lead onboarding and practical usage of Wurthy’s core modules (e.g., AR collections intelligence, cash forecasting, growth-outreach automations)
• Act as a sales-engineering partner for accountants and SMBs: guide setup, configure workflows, demo capabilities, and ensure adoption
• Develop and maintain repeatable playbooks, templates, and AI-enhanced processes for support and success operations
• Monitor customer health metrics, track activation and depth of automation usage, identify risks, and proactively mitigate churn
• Capture insights from the field and collaborate with product and engineering to address workflow bottlenecks and feature gaps
• Build the foundations of a scalable post-sale function: processes, tooling, documentation, and metrics

• 4–7 years in a customer success, support, or sales-engineering role at a B2B SaaS company
• Comfortable serving as a “lead”: you’ve mentored others or run initiatives but thrive as a highly effective individual contributor
• Strong technical aptitude; able to troubleshoot integrations, understand workflow pipelines, and use AI and automation tools to scale your output
• Excellent communicator and problem-solver; capable of supporting SMB owners and accountant partners with clarity, empathy, and confidence
• Able to operate in Pacific Time (or willing to align hours)

• Experience in fintech, accounting/financial workflows, or supporting accountants or SMBs
• Familiarity with systems like QuickBooks, Xero, Stripe, Shopify, Gusto, or similar platforms
• Startup mindset; fast-moving, biased toward action, comfortable with ambiguity, and able to balance strategic thinking with hands-on execution