About the Role Client Success at Botkeeper isnt a support functionits a growth function. Were looking for seasoned operators who treat client health like a science and a craft. Youll be the strategic point of contact for our customers, owning onboarding, enablement, inbound support, engagement, and retention.
Support at Botkeeper isnt offloaded to a random queueits handled by the same person who understands the client best: you. The right person doesnt wait for a ticket or a red flagthey 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 outcomesnot just solving short-term problems.
What Youll 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 directlybecause 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 rolepreferably in SaaS.
- A proactive mindset: you dont 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.