Customer Success Manager

About Us

Burkland’s core purpose is to Accelerate Dreams. So often, turning dreams into reality helps change the world. We thrive at the forefront of this transformation. Startups desire our professionals — they are the best in the business. Startups seek our content — we are an industry thought leader. Startups trust our expertise, so founders can focus on their companies, products and value-add. As a part of our demonstrated value, our clients raised over $3B just last year.

At Burkland, we lead with our Core Purpose. We do this for both our clients and our employees. We believe that leaning on our Core Values (Fresh Perspectives, Exponential Value, Empathy, Trusted Partner) will lead to happy clients and happy employees.

We are a remote-first company with over 190 incredible team members, more than 800 clients, and a commitment to Accelerating Dreams. 

The Role

We are seeking a dedicated and dynamic Customer Success Manager to oversee and enhance client relationships, manage cross-functional processes This role is pivotal in driving customer success, optimizing client onboarding, and ensuring operational excellence. This role sits in our Bookkeeping and Accounting (BKA) division reports to the Director, International Lead.

Your Typical, Atypical, Day:

• Lead onboarding for Accounting Starter Package (ASP) clients. Own the ASP onboarding journey, ensuring clients are set up with appropriate systems, and communications.

• Act as the primary Customer Success Manager for clients enrolled in the ASP and select additional clients as assigned.

• Monitor and manage client relationships to ensure success, with a focus on transitioning eligible clients to the Standard Accounting Model.

• Collaborate with Division Leads of involved Client Service Teams, while maintaining a strategic role in client engagement, including monthly updates to each Division Lead on Customer Success Management (CSM) CSM efforts that involved their direct reports.

• Evaluate and adapt CSM involvement as ASP clients graduate to BKA services.

• Monitor and report to BKA Management and Leadership ASP client contracts, including accountability for flagging when a contract is up for renewal, graduation to full price service offerings, or is in need of any other price evaluation or service addition.

• Proactively check in with clients to anticipate needs, resolve issues, and collect feedback on service quality and impact.

• Contribute to the creation of the “CSM playbook,” as well as documentation on CSM best practices and workflows to improve consistency across client experiences.

• Support special projects and cross-functional initiatives as assigned by management.

Requirements:

• Proven experience in customer success management or relationship management, ideally within an accounting or financial services setting.

• Strong organizational skills with the ability to manage multiple priorities and client relationships.

• Exceptional interpersonal and communication skills, with a focus on cultural sensitivity and collaboration.

• Willingness to travel to Sri Lanka as required to work with our Sri Lankan staff (estimated 1-2x per year.)  

Preferred Qualifications:

• Background in accounting or financial services.

• Familiarity with pricing strategies and service delivery models.

What We Offer:

• Flexible work schedule to promote a healthy work-life balance.

• Medical, Dental & Vision Insurance for you and your dependents.

• Short & Long Term Disability Insurance to support you when you need it the most.

• Flexible PTO - Take time off from work when you need it.

• 401k with a company match to ensure you are ready for retirement.

• A generous home office expense reimbursement so you have the office you need to be productive.

• Forget the commute! We're a remote-first workplace, so you can work from your home office or from the beach, if you’d like!

• We offer a collaborative, communicative culture, driven by our Core Purpose + Values. We work with incredibly smart people who love to learn and share what they know. If this sounds like a team you'd like to be a part of, we'd love to hear from you.

Burkland Associates is committed to a diverse and inclusive workplace. Burkland Associates is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit our careers page https://burklandassociates.com/careers/.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

The base pay range target for the role described in this job description is $75,000-$100,000 USD. Final offer amounts depend on multiple factors such as candidate experience and expertise, geographic location, total compensation, and market data. In addition, full-time regular positions are eligible for 401(k), health benefits, and other benefits; some of these benefits may be available for part-time.