{"id":3779239,"url":"https://alion.io/job/custombooks-customer-success-manager","title":"Customer Success Manager","company":{"id":4417416,"name":"CustomBooks","domain":"custombooks.com","url":"https://alion.io/company/custombooks","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":85000,"max":90000,"currency":"USD","period":"year","gross":null,"usd_annual":90000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Asana","optional":false},{"name":"Confluence","optional":false},{"name":"Jira","optional":false},{"name":"Slack","optional":false}],"status":"live","first_seen_at":"2026-11-04T22:00:34Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-14T23:06:03Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"Department: Customer Success\nGroup: Operations\nReports to: Chief Operations Officer\nSupervision: All Support Agents and Support Champions\nPay Range: $85K to $90K\nOverview\nYellow Labs Software, Inc is currently in the process of hiring a Customer Success Manager for their global Cloud ERP product, CustomBooks™. See more about us here: https://custombooks.com/\nPosition Summary\nThe Customer Success Manager (CSM) is responsible for building strong relationships with customers, ensuring their satisfaction and success with our products, and free and paid services.\nThe CSM acts as a trusted advisor, guiding customers through onboarding, adoption, and retention phases, while identifying opportunities for upselling and cross-selling on their own. And ensuring the Support Agents that report to you are fully trained, identifying opportunities and selling paid services. The ultimate goal is to help customers achieve their business objectives and maximize the value of their investment in our solution, as well as identify opportunities for revenue for YLSI.\nPosition Responsibilities\nCustomer Support\nLead the Customer Support team in helping our customer resolve issues.\nMonitor performance, train and mentor Support Agents.\nSuggest and implement process improvements to enhance efficiency and scalability.\nHandle higher level support issues, onboardings and training as needed. \nMeet, and ensure the Support team, meet all established Service Legal Agreement (SLA) times. \nLead the First Level weekly meeting with the Support Team.\nManage and monitor Tier 3 Slack channel and make sure threads are resolved - ticket created or if not a bug and new feature that it is addressed in the PM Review meeting. \nEnsure Zoho Desk tickets are created for any issue that is reported or discussed, and that all applicable Zoho Desk tickets are linked to Jira tickets. \nLead and Host the PM Review weekly meeting with Support, Product, Operations and QA.\nAttend Product meetings as invited to discuss issues and projects, presenting your feedback and experience to help develop the best solution we can. \nConduct Zoho Desk and Atlassian Jira searches for issue investigation \nEnsure you and your team are fully trained on all processes and services. \nWrite Support related emails to customers for any issues or announcements as assigned. \nProvide billing backup as needed in Zoho Billing Add Ons.\nCreate and maintain the Support Team Schedule ensuring all times are covered for established Support Hours. \nManage and oversee Partner and Customizations Support, Payroll Onboarding and Support, Cancellations, Refunds processes and communications.\nPaid/Professional Services: Support, Onboarding and Training:\nWork with the Sales, Operations, Training and the Support teams to guide new customers through paid support and/or paid training, paid onboarding and other services - ensuring a smooth and positive experience.\nConduct the Support activity purchased, collaborating with other team members as needed.\nProvide resources to help customers understand and effectively use our products.\nEnsure the Paid Services processes are adhered to by all Support Agents and notify the COO of any issues with processes. \nEnsure you and your team are fully trained on Data Import data migrations and QBO and QBD conversions. \nUpselling and Cross-Selling:\nIdentify opportunities for upselling and cross-selling additional products and services.\nCollaborate with sales and marketing teams to drive expansion and revenue growth within existing accounts.\nEngage the Sales Team as needed to ensure opportunities for sales and revenue are not missed. \nRelationship Management:\nDevelop and maintain strong, long-lasting relationships with key customer stakeholders.\nServe as the primary point of contact for customers, addressing their needs and concerns.\nCustomer Advocacy:\nAct as the voice of the customer within the company, providing feedback to internal teams to improve products and services.\nAdvocate for customer needs and work to resolve any issues that arise.\nCustomer Success Planning:\nDevelop and execute customized customer success plans tailored to each customer’s unique goals and objectives.\nMonitor customer health and engagement, identifying at-risk accounts and implementing strategies to mitigate churn.\nPerformance Monitoring and Reporting:\nTrack and report on key metrics, such as customer satisfaction, product adoption, and retention rates. As well as the Support Agents’ performance. Some metrics are done manually, some will be automated. Send out updated reports to the COO (and anyone else requested) monthly. \nPrepare regular reports and presentations for internal stakeholders and customers as assigned. \nOversee Accounts Receivable and Collections tasks are done on time by the assigned Support Agents. \nCustomer Education and Community Building:\nWork with the Training Evangelist, Sales Manager, Marketing Team and COO to organize and facilitate customer training sessions, webinars, and user group meetings.\nLead and manage Zoho Desk Knowledgebase and our Idea Exchange. Ensure KB Articles are written for any missing content, content is updated and videos are embedded. Also ensure SEO is done in each article. Ensure all Support Agents are creating and updating KB Articles. \nFoster a community among customers to share best practices and success stories.Identify happy customers for success stories and positive online reviews.\nContinuous Improvement:\nContinuously gather customer feedback and work with product and engineering teams to improve product features and customer experience.\nIdentify and communicate ways to improve processes.\nOther duties as assigned.\nPosition Requirements\nKnowledge of business processes (sales, purchases, distribution, inventory, ecommerce, banking, business and financial reports) is mandatory to be successful in this role. \nKnowledge of accounting is strongly preferred.\nStrong and proven problem solving and troubleshooting skills for business operations. \nExperience managing a diverse and remote team of at least four +. \nStrong technical knowledge and acumen. \nExperience with Zoho Desk or other Support Desk platform required.\nPreferred: Atlassian Jira and Confluence, Slack, Asana, Zoom. \nKnowledge in other platforms we integrate with are preferred: ShipStation, Square, Stripe, Bill, Nuvei, Gusto, Avalara, Ledgersync.\nYou will need to become an expert in the CustomBooks Cloud ERP software. \nCalm and professional demeanor, can handle high stress situations, and are great with individuals of other nationalities.\nMulti-tasker; high productivity threshold. Ability to work successfully remote and with others in many different timezones. \nExcellent communicator, high professionalism.\nBachelor Degree in Business, or related degree Required. \nMBA or CPA preferred.","description_format":"text","description_chars":6817,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"master","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Software","HR & Payroll Software","Accounting & Tax Software"],"lifecycle":[{"event":"open","at":"2026-11-05T00:17:11Z"}],"visa":[],"liveness":{"score":62,"band":"ok","label":"Likely open","p_open":1,"p_active":0.656,"p_room":0.945,"age_days":9,"expected_fill_days":24,"reasons":["conf:2","win:mid"],"computed_at":"2026-11-14T05:58:10Z"},"pay":{"stated_usd_annual":90000,"is_top_pay":true},"html_url":"https://alion.io/job/custombooks-customer-success-manager","json_url":"https://alion.io/job/custombooks-customer-success-manager.json","meta":{"generated_at":"2026-11-15T04:16:14Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":21,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4417416},"rest":"https://alion.io/mcp/rest/get_company?id=4417416"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcustombooks-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcustombooks-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcustombooks-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/custombooks-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcustombooks-customer-success-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3779239}},{"tool":"search_jobs","arguments":{"company":"custombooks.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3779239},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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