Customer Success Manager

CustomBooks™

. Build strong customer relationships and ensure customer satisfaction and success with CustomBooks products and services .

Posted 11/4/2026full-timeRemote • United StatesMid-LevelSenior💰 $85,000 - $90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer relationship management, onboarding, and support processes while effectively leading and mentoring a diverse support team. Proficient in utilizing Zoho Desk and Atlassian tools to enhance customer satisfaction and operational efficiency.

Highest-signal resume keywords

Zoho Desk ExperienceTeam ManagementCustomer Relationship ManagementProblem Solving SkillsBusiness Process Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportOnboardingTroubleshootingData MigrationAccounting KnowledgeBusiness ReportingCustomer Success PlanningPerformance Metrics TrackingProcess ImprovementTechnical Acumen

Soft Skills

Excellent CommunicationCalm DemeanorMultitasking AbilityProfessionalismHigh Productivity

Tools & Technologies

Zoho DeskAtlassian JiraSlackAsanaZoomShipStationSquareStripeGustoAvalara

Certifications & Qualifications

Bachelor Degree in BusinessMBA PreferredCPA Preferred

Industry Keywords

Customer SatisfactionRetentionEcommerceInventory ManagementAccounts ReceivableCollectionsBillingSupport ProcessesCustomer FeedbackChurn Mitigation

Tech Stack

Tools & technologies

CloudERP

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Knowledge of business processes including sales, purchases, distribution, inventory, ecommerce, banking, business and financial reports
Knowledge of accounting strongly preferred
Strong and proven problem solving and troubleshooting skills for business operations
Experience managing a diverse and remote team of at least four+
Strong technical knowledge and acumen
Experience with Zoho Desk or another Support Desk platform required
Preferred experience with Atlassian Jira and Confluence, Slack, Asana, and Zoom
Preferred knowledge of ShipStation, Square, Stripe, Bill, Nuvei, Gusto, Avalara, and Ledgersync
Must become an expert in CustomBooks Cloud ERP software
Calm and professional demeanor; ability to handle high-stress situations and work with individuals of other nationalities
Ability to multitask with a high productivity threshold
Ability to work successfully remotely with others across many time zones
Excellent communication skills and high professionalism
Bachelor Degree in Business or a related degree required
MBA or CPA preferred

Benefits

Comp & perks

Opportunities for upselling and cross-selling additional products and services
Remote work arrangement
Professional development through training and becoming an expert in CustomBooks Cloud ERP software