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Customer Success Manager

Layer

United StatesFull-timePosted 3mo agoStill listed 4 days ago

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At a glance

Compensation
No compensation found
Location
United States
Schedule
Full-time
Work Authorization
Not specified

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Job overview

Layer is hiring a Customer Success Manager. As a Customer Success Manager at Layer, you will help small businesses smoothly set up and maintain their bookkeeping services. Leveraging your bookkeeping knowledge, you will answer user questions, troubleshoot issues, and provide exceptional customer experience. This role involves onboarding new customers and offering ongoing support via chat and email.

Key focus areas include Run live video onboarding calls with new customers to gather key business context and complete bookkeeping setup., Support customers across chat and email by answering bookkeeping questions, diagnosing issues, and driving them to resolution quickly and empathetically., and Maintain accurate customer notes and status updates in internal systems to ensure strong follow-through and smooth handoffs..

Successful candidates bring 2+ Years Customer-Facing Experience and Familiarity With Small Business Bookkeeping Fundamentals. Important skills include Bookkeeping Fundamentals, Basic Financial Concepts, Live Communication, Active Listening, Communication, and Attention To Detail. Preferred (not required): Bookkeeping Knowledge, Troubleshooting, Customer Experience, and Ownership Mindset.

Skills & qualifications

RequiredNice to have

Skills

Bookkeeping KnowledgeTroubleshootingCustomer ExperienceBookkeeping FundamentalsBasic Financial ConceptsLive CommunicationActive ListeningCommunicationAttention to DetailManage Multiple Tasks SimultaneouslyOwnership MindsetGrowth Mindset

Qualifications

2+ Years Customer-Facing Experience2+ Years Bookkeeping Role Experience

Full job description

About Layer Over the last decade, a vibrant ecosystem of SMB software tools has emerged to help SMBs manage and run their businesses. These tools help SMBs with everything from payments to payroll, but accounting has lagged behind. Small business owners are still struggling with disconnected, generic, accounting software and expensive bookkeepers.

At Layer, we’re building a new kind of accounting software and bookkeeping that lives within the existing software tools SMBs use every day. Our platform allows software companies to quickly launch modern accounting software and bookkeeping services to their SMB customers, eliminating the need for them to use legacy accounting tools or bookkeepers.

The Role As a Customer Success Manager at Layer, you’ll help small businesses get set up on our bookkeeping service smoothly and serve as their ongoing point of contact. You’ll leverage your bookkeeping knowledge to answer users’ questions, troubleshoot issues, and provide an exceptional customer experience.

In this role, you will:

  • Run live video onboarding calls with new customers to gather key business context and complete bookkeeping setup (bank/credit card connections, historical bookkeeping needs, etc.).

  • Support customers across chat and email by answering bookkeeping questions, diagnosing issues, and driving them to resolution quickly and empathetically.

  • Maintain accurate customer notes and status updates in internal systems to ensure strong follow-through and smooth handoffs.

  • Collaborate with other Layer teams to improve workflows and surface product feedback based on recurring customer needs.

  • Exceed partner and customer expectations by providing thoughtful, proactive, and detail-oriented support.

Skills & experience Many backgrounds could fit this role, but ideal candidates will have some or all of the following:

  • 2+ years of experience in a customer-facing (support, onboarding, etc.) or bookkeeping role

  • Familiarity with small business bookkeeping fundamentals and basic financial concepts

  • Strong live communication and active listening skills

  • Excellent written communication skills

  • Strong attention to detail and ability to manage multiple tasks simultaneously

  • An ownership and growth mindset

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