Sr. Customer Success Manager

Sr. Customer Success Manager

The Customer Success Manager focuses on the most critical moments in the customer journey and is responsible for smooth, on-time renewals for Pilot's customers. As our customer base grows, they will partner closely with Operations to manage the full customer lifecycle, interpreting a large array of inputs to create a cohesive retention and expansion strategy. The CSM helps drive predictable and successful renewals, provide a frictionless customer experience, and foster Pilot's role as trusted partner to its customers.

A successful CSM is adept at working cross-functionally, and is organized, detail-oriented, and thrives in a fast-paced environment.

This is a hybrid position with the expectation to work in our San Francisco or Nashville office on Mondays, Tuesdays, and Thursdays.

Key Responsibilities

• Proactively manage a monthly portfolio of renewing customers, collaborating with Operations and other teams to drive optimal outcomes by leveraging customer insights, CSAT, health score, QBRs, and more, to proactively engage a client and reduce churn
• Identify and address churn risks by aligning closely with Operations to set appropriate customer expectations, and supporting customer calls as needed
• Own and execute win / win contract negotiation strategies for renewals and retention that protect and maintain customer trust and satisfaction
• Maintain a deep understanding of Pilot's products and processes, to identify the most relevant features for a customer's specific milestones and business needs
• Serve as the customer's advocate and provide internal feedback on how Pilot can improve its product offerings and processes to better meet our customers' needs
• Uncover any add-on or cross-sell opportunities, coordinating with product-line owners to demonstrate value for the customer
• Help Pilot achieve accurate net revenue targets by accurately maintaining churn pipeline and communicating all churn risks to appropriate internal stakeholders
• Support financial and strategic analyses by ensuring timely off-boarding for all churned customers and complete data collection to surface trends

About You

About Pilot

Pilot launched in 2017 to bring the back office into the modern era. Pilot provides small businesses with dedicated finance experts - which Pilot hires as full-time, U.S.-based employees - who learn the ins-and-outs of their business. Pilot integrates directly with the billing, banking, expense, and payroll systems customers already use. With a special blend of custom software and expert bookkeepers, Pilot delivers accurate, consistent bookkeeping and financial management and tax services that give entrepreneurs the freedom to focus on their business. Pilot has over 2,000 customers and has raised over $170 million in financing from Sequoia, Index Ventures, Stripe, Bezos Expeditions, and Whale Rock. Our investors also include a long list of world-class entrepreneurs, including Patrick and John Collison, Drew Houston, and Diane Greene. Our most recent funding round doubled our valuation to $1.2 billion.

Why Pilot?

The base pay range target for the role seniority described in this job description is between $78,000 - $105,000 in Nashville, TN, and between $100,000 - $136,000 in San Francisco, CA. Final offer amounts depend on multiple factors such as candidate experience and expertise, geographic location, total compensation, and market data. In addition to cash pay, full-time regular positions are eligible for equity, 401(k), health benefits, and other benefits; some of these benefits may be available for part-time or temporary positions.

Pilot commits to provide a work environment free of discrimination and harassment, as well as equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.