CustomBooks™

Customer Success Manager

• Build strong customer relationships and ensure customer satisfaction and success with CustomBooks products and services
• Guide customers through onboarding, adoption, and retention phases
• Lead the Customer Support team in resolving customer issues
• Monitor performance, train, and mentor Support Agents
• Suggest and implement support process improvements
• Handle higher-level support issues, onboardings, and training as needed
• Ensure established SLA times are met
• Lead weekly First Level meetings with the Support Team
• Manage and monitor the Tier 3 Slack channel and ensure threads are resolved
• Ensure Zoho Desk tickets are created and linked to applicable Jira tickets
• Lead and host weekly PM Review meetings with Support, Product, Operations, and QA
• Attend Product meetings and present customer feedback and experience
• Conduct Zoho Desk and Atlassian Jira searches for issue investigation
• Ensure the team is fully trained on processes and services
• Write customer support emails for issues or announcements
• Provide billing backup in Zoho Billing Add Ons
• Create and maintain the Support Team Schedule
• Manage Partner and Customizations Support, Payroll Onboarding and Support, Cancellations, and Refunds processes and communications
• Coordinate paid support, paid training, paid onboarding, and other professional services with Sales, Operations, Training, and Support teams
• Conduct purchased support activities and provide customer resources
• Ensure Paid Services processes are followed and report issues to the COO
• Ensure the team is trained on data imports, data migrations, and QBO/QBD conversions
• Identify upselling and cross-selling opportunities and collaborate with Sales and Marketing
• Develop and maintain relationships with key customer stakeholders
• Serve as the primary customer point of contact
• Advocate for customer needs and provide feedback to internal teams
• Develop and execute customized customer success plans
• Monitor customer health and engagement, identify at-risk accounts, and mitigate churn
• Track and report customer satisfaction, product adoption, retention, and Support Agent performance metrics
• Send updated monthly reports to the COO and other requested stakeholders
• Prepare reports and presentations for internal stakeholders and customers
• Oversee Accounts Receivable and Collections tasks
• Organize and facilitate customer training sessions, webinars, and user group meetings
• Lead and manage the Zoho Desk Knowledgebase and Idea Exchange
• Ensure knowledge base content is created, updated, SEO-optimized, and includes embedded videos
• Foster customer community and identify customers for success stories and positive online reviews
• Gather customer feedback and work with Product and Engineering to improve features and customer experience
• Identify and communicate process improvements
• Perform other duties as assigned

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Customer Success Manager