Note: The job is a remote job and is open to candidates in USA. Layer is developing innovative accounting software and bookkeeping services tailored for small and medium-sized businesses (SMBs). As a Customer Success Manager, you will facilitate onboarding for new customers and provide ongoing support to ensure a seamless experience with the bookkeeping service.

Responsibilities

• Run live video onboarding calls with new customers to gather key business context and complete bookkeeping setup (bank/credit card connections, historical bookkeeping needs, etc.)
• Support customers across chat and email by answering bookkeeping questions, diagnosing issues, and driving them to resolution quickly and empathetically
• Maintain accurate customer notes and status updates in internal systems to ensure strong follow-through and smooth handoffs
• Collaborate with other Layer teams to improve workflows and surface product feedback based on recurring customer needs
• Exceed partner and customer expectations by providing thoughtful, proactive, and detail-oriented support

Skills

• 2+ years of experience in a customer-facing (support, onboarding, etc.) or bookkeeping role
• Familiarity with small business bookkeeping fundamentals and basic financial concepts
• Strong live communication and active listening skills
• Excellent written communication skills
• Strong attention to detail and ability to manage multiple tasks simultaneously
• An ownership and growth mindset

Company Overview