Customer Success Manager

At Puzzle, we’re not just building account software - we’re fundamentally reimagining it. Our cutting-edge platform seamlessly integrates with modern fintech tools, offering founders and finance teams a real-time and comprehensive view of their finances like never before. 

What we’re looking for 

Our mission is to empower businesses with seamless financial operations, automated insights, and integrations that drive efficiency. In order to help us achieve our goals we’re looking for a talented Customer Success Associate or Manager to act as a trusted advisor to our clients, helping them unlock the full potential of the Puzzle platform.

As part of our Customer Success team, you'll be the one who helps our clients navigate the product and solve their problems—whether they're stuck on bookkeeping basics or hitting technical roadblocks. You'll deliver top-notch support, guide new customers through their first steps, work with our product and engineering teams to fix tricky issues, and ensure everyone can make the most of our financial tools. If you know your way around bookkeeping or accounting and are excited to jump into the fast-paced world of fintech, this role is perfect for you.

This is your opportunity to join a well-funded startup led by an accomplished founder. Join us remotely from anywhere in the US or Canada.

What You’ll Do

• Provide friendly, responsive support via chat, email, and phone calls to resolve customer questions and technical issues

• Troubleshoot software problems effectively—documenting solutions and collaborating with our product and engineering teams when needed

• Guide new clients through the onboarding process, helping them configure our software to meet their specific accounting needs

• Support clients through migrations from other accounting platforms, helping them transition their data and workflows to Puzzle successfully

• Help build and maintain documentation, FAQs, and customer education materials

• Support the development and execution of customer success playbooks and processes

• Gather valuable customer feedback and feature requests to help improve our platform

Qualifications

• 2+ years of customer-facing experience

• Passionate about helping customers win and solving problems with empathy

• Naturally curious and eager to learn new technologies

• Highly organized and able to manage multiple priorities at once

• Understanding of bookkeeping fundamentals with ability to explain them clearly

• Bachelor's degree in accounting, finance, business, or related field (or equivalent experience) preferred

Nice-to-Haves

• Background in B2B SaaS customer success

• Knowledge of common accounting platforms (QuickBooks, Xero, etc.)

• Knowledge of Intercom or other support ticket systems

• Experience at a startup or fast-growing company is a big plus

What’s in it for you?

Join Puzzle Financial at a pivotal growth stage where you'll help redefine and reimagine how companies handle their financials while building your career in a flexible, remote-first environment. You'll have the opportunity to make a significant impact, work with innovative founders, and develop valuable expertise at the intersection of modern accounting and fintech.

Here is a preview of some of the amazing benefits here at Puzzle:

• Competitive base pay + equity

• 100% paid employee health, dental, and vision plans (U.S. & Canada vary)

• 10 observed holidays and a flexible PTO policy so you can recharge

• $1000 home office budget to get you set up for success

• $2400 co-working budget for face time with your colleagues

• $600 learning and development budget

• 401K so you can save for your future

• And much more

Puzzle is an equal opportunity and affirmative action employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law.

Candidates should be currently residing in the U.S. or Canada to be eligible for this position. If hired, you will be required to present proof of work authorization. This employer is a participant of the E-Verify program.