Senior Customer Success Manager

Senior Customer Success Manager

Join to apply for the Senior Customer Success Manager role at Debt Book.

$90,000.00/yr - $/yr

Debt Book is an industry‑leading fintech software platform that revolutionizes the way local government, higher education, and healthcare finance teams work. Our powerful, cloud‑based software helps these organizations manage all aspects of their debt, cash, leases, and subscriptions, streamline financial reporting, and share information simply with others. We are passionate about modernizing treasury management and simplifying accounting compliance in the public sector, allowing organizations to break through operational barriers to unlock strategic insights.

We're looking for a candidate with treasury or governmental accounting experience who can be a consultative partner to our enterprise‑level treasury customers as the Sr. 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 managing implementation projects to set customers up for success and for maintaining those positive customer relationships that ultimately lead to contract renewal with Debt Book.

You will be responsible for engaging Debt Book customers at all levels of their organization in an effort to promote adoption and full utilization of the Debt Book suite of products.

• Manage a book of business- primarily governmental customers across the enterprise segment
• Ensure a seamless implementation experience by facilitating the transfer of customer data, provisioning accounts, and overseeing setup processes for new and existing customers
• 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 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

• 1-2 years of experience in a public finance-related role
• 4+ years of relevant experience
• Accounting or finance background required
• 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, including formulas and functions
• Strong desire to work with customers to demonstrate the value of the Debt Book 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

• We believe in continuous improvement, never accepting the status quo as good enough, and iterating to move quickly without compromising on quality.
• We are energized by the fast‑paced rate of change that growth demands and see new challenges as opportunities for resilience and personal development.
• We are driven by curiosity to think creatively, innovate, and experiment, and we humbly incorporate lessons learned from success and failure along the journey.

• We hold ourselves accountable for exceptional effort, execution, reliability, professionalism, and results that add tremendous value for customers.
• We are all individual contributors, responsible for delivering value to our customers, team, and company with every action we take.
• As managers, we lead by example in both what we do and how we do…