The Role

The Sr. Customer Success Manager will be the trusted consultant to our customers, helping them navigate the challenges of building a financial back- office for their business. You will contribute to a positive customer experience by managing renewals, resolving customer issues and having timely, strategic conversations with customers to uncover opportunities to help them on their journey of growth.

Key Responsibilities

• Proactively manage a monthly portfolio of renewing customers; prepare new pricing and quotes (including renewal rate calculations), manage customer communications, and close renewals with high success rates
• Drive revenue growth through upsell and cross-sells in collaboration with cross-functional teams
• Serve as a customer advocate and provide internal feedback on how Pilot can better meet our customers’s needs
• Maintain a deep understand of Pilot’s products and processes, to identify and speak with customers about the most relevant features for their specific business needs

About You

• 3-5+ years experience in a Customer Success, Sales or Account Management role OR previous experience in public accounting
• Great verbal and written communication skills with an ability to convey critical information across our customers and our service teams
• Highly self-motivated and autonomous, demonstrating ownership over business results
• Experience successfully identifying & closing cross-sell and upsell opportunities to exceed goals
• Demonstrated aptitude to learn quickly, including ad interest in accounting, finance, and/or Financial Technology
• Positive, can-do attitude; calm under pressure when working through time-sensitive customer issues
• Analytical skills and the ability to interpret customer data, compile reports, and make insightful, data-driven decisions
• Experience with Salesforce is a plus

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 1,000 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 – Meet Fintech’s Newest Unicorn.

Why Pilot?

• We invest in our employees’ development and happiness because our employees are the keys to our success and ensuring happy customers
• The opportunity to join a seasoned founding team that has led companies through two prior successful startups and acquisitions (by Oracle and Dropbox).
• Flexible vacation/time-off policy
• All federal holidays are observed
• Competitive benefits package including wellness benefits such as Modern Health, Headscape, One Medical, Aaptiv and Rightway
• Parental leave for birthing or non-birthing parents – 100% pay for 12 weeks
• 401(k) plan

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. You may view all of Pilot’s recruiting notices here, including our EEO policy, recruitment agency policy, recruitment scam notice, and important E-Verify information.