Offer summary

Qualifications:

3+ years in Customer Success, Account Management, or Strategic Support role, preferably in SaaS., Excellent communication skills to build trust and influence outcomes., Experience in onboarding and training clients with a focus on business impact., Strong emotional intelligence and analytical skills related to client health and success metrics..

Key responsabilities:

Lead new client onboarding and training with a strategic foundation.

Own ongoing account health by proactively identifying risks and opportunities.

Handle inbound support requests directly, leveraging knowledge of client goals and history.

Develop and execute client success plans to ensure adoption, satisfaction, and long-term retention.

Job description

About the Role
Client Success at Botkeeper isn’t a support function—it’s a growth function. We’re looking for seasoned operators who treat client health like a science and a craft. You’ll be the strategic point of contact for our customers, owning onboarding, enablement, inbound support, engagement, and retention.

Support at Botkeeper isn’t offloaded to a random queue—it’s handled by the same person who understands the client best: you. The right person doesn’t wait for a ticket or a red flag—they see it coming a mile away and act before it becomes a problem.

Your success will be measured by the success of your clients. This role is ideal for someone who thrives on building relationships, crafting success plans, and driving long-term outcomes—not just solving short-term problems.

What You’ll Own

Leading new client onboarding and training with a strong strategic foundation (not just walking through features).
Owning ongoing account health by proactively identifying risks, opportunities, and growth potential.
Handling inbound support requests directly—because you know the client, their goals, and their history better than anyone.
Creating and delivering tailored training and enablement that aligns with client goals.
Building deep, consultative relationships with your book of business.
Collaborating cross-functionally with Sales, Product, and Support to deliver a seamless client experience.
Using HubSpot Service Hub to manage touchpoints, track health metrics, and drive insights.
Translating qualitative feedback into product and process improvements.
Developing and executing client success plans that ensure adoption, satisfaction, and long-term retention.

What You Bring

3+ years in a Customer Success, Account Management, or Strategic Support role—preferably in SaaS.
A proactive mindset: you don’t wait for churn signals, you prevent them.
Excellent communication skills with the ability to build trust and influence outcomes.
Experience onboarding and training clients with a focus on business impact.
Comfort navigating the nuances of B2B relationships.
Strong EQ and an analytical approach to client health and success metrics.
Familiarity with accounting workflows or working with CPA firms (nice to have).
Experience with HubSpot (or similar CRM/CS tools) is a plus.