SIVAD Consulting
SIVAD Consulting
SIVAD Consulting is a woman-owned consulting and recruiting firm based in Maryland, supporting corporate, government, and nonprofit organizations with tailored talent-acquisition and workforce solutions. Its services include recruiting management, staff augmentation, resource management, sourcing specialists, program and project management, and business process analysis and re-engineering. The company works across consulting, logistics, and healthcare, with an emphasis on responsive delivery, strong client partnerships, and a positive candidate experience throughout the hiring lifecycle.

Remote Customer Success Manager — United States

Customer Success Manager responsible for onboarding and retaining customers using a bookkeeping and accounting SaaS product. The role focuses on product adoption, renewals, support, customer education, and expansion revenue.

Description

  • Lead onboarding calls and train new customers on the product
  • Complete technical implementation tasks and help customers realize value quickly
  • Run working sessions, check-ins, team training, and quarterly business reviews
  • Encourage adoption of core features and advanced or upsell products
  • Partner with Account Executives to identify renewal risks
  • Maintain strong first-renewal and overall customer retention rates
  • Engage existing accounts proactively to help customers achieve their goals
  • Respond promptly to inbound customer support requests
  • Develop educational materials such as feature videos and user guides
  • Generate expansion revenue and grow MRR across existing accounts
  • Document best practices and create engagement templates for key milestones and user personas
  • Improve internal processes to reduce friction and strengthen customer success

Requirements

  • Professional experience in Customer Success or another customer- or client-facing role
  • Ability to navigate complex software products and teach customers how to use their features
  • Strong attention to detail, sound judgment, and a customer-focused approach
  • Two to three years of experience in a customer-facing role at an early-stage SaaS startup
  • Bookkeeping or accounting industry experience
  • Positive, engaging, and upbeat personality
  • Passion, drive, and motivation to achieve results
  • Interest in startup environments and taking on additional responsibilities
  • Experience onboarding customers to a software platform and driving product adoption is preferred
  • Track record of strong renewal or retention results; upsell or revenue-generation experience is a plus
  • Familiarity with modern SaaS tools such as Slack, Notion, or Salesforce
  • Comfort working in a fast-paced environment

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