Puzzle
SaaS
CustomerSuccessManager
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Success Manager at Puzzle. Skills: Customer Success, Account Management, B2B SaaS, financial operations, accounting workflows, financial tooling, product adoption, retention, growth, onboarding, product education, workflow questions, customer health monitoring, engagement monitoring, troubleshooting workflow challenges. Guide new customers through onboarding and implementation, ensuring a smooth transition onto the Puzzle platform. Deliver product training via video calls, demos, and wr”
What You'll Achieve.
drive adoption, retention, and growth across a high-volume portfolio of small to mid-sized finance teams; ensure customers get up and running quickly and successfully on Puzzle; driving product adoption, customer satisfaction, and retention
Industry & Context.
troubleshoot workflow challenges
Candidates must be legally authorized to work in the U. S. or Canada without requiring new visa sponsorship or transfer of an existing visa., 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., Participant of the E-Verify program.
What They're Looking For.
Must Have
3+ years of experience in Customer Success, Account Management, or a similar customer-facing role in B2B SaaS, Understanding of accounting concepts and financial workflows, communication skills with the ability to explain complex concepts in simple terms, Comfortable guiding customers through software onboarding and workflow setup, Proactive self-starter with an ownership mindset, and high attention to detail in a fast-moving environment.
Nice to Have
Familiarity with accounting tools such as QuickBooks, Xero, NetSuite, or similar platforms, Experience working at a fintech, financial SaaS, or accounting technology company
What You'll Do.
Guide new customers through onboarding and implementation
ensuring a smooth transition onto the Puzzle platform
Deliver product training via video calls
and written resources
Serve as a trusted advisor to founders and operators as they adopt modern financial tooling
Build relationships with founders
Answer product questions
troubleshoot workflow challenges
and ensure customers are getting value from Puzzle
Monitor customer health and engagement to proactively address issues and improve adoption
Escalate issues and advocate for customer needs
Share customer feedback and insights that help shape product improvements
Collaborate with internal teams to improve onboarding materials
and customer education resources
How You'll Work.
Team & Collaboration
Work closely with Product, Engineering, and Support teams to escalate issues and advocate for customer needs; Share customer feedback and insights that help shape product improvements; Collaborate with internal teams to improve onboarding materials, help documentation, and customer education resources
Communication Scope
ability to explain complex concepts in simple terms
Full Job Description
ABOUT PUZZLE At Puzzle, we're not just building accounting 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. Our mission is to empower businesses with seamless financial operations, realtime insights and free accountants from bookkeeping tedium. To help us achieve our goals, we're looking for an experienced Customer Success Manager to drive adoption, retention, and growth across a high-volume portfolio of small to mid-sized finance teams. WHAT WE’RE LOOKING FOR As a Customer Success Manager at Puzzle, you'll work closely with founders and SMBs to ensure they get up and running quickly and successfully on Puzzle. You'll guide customers through onboarding, provide product education, answer workflow questions, and act as a trusted partner as they manage their financial operations on our platform. This role is highly relationship-driven and requires someone who is comfortable working with founders and small teams who may not have deep accounting expertise. You'll play a key role in driving product adoption, customer satisfaction, and retention while helping customers navigate accounting workflows and financial tooling. This is an opportunity to join a fast-growing startup and work closely with customers who are building the next generation of companies. WHAT YOU'LL DO CUSTOMER ONBOARDING & ADOPTION - Guide new customers through onboarding and implementation, ensuring a smooth transition onto the Puzzle platform - Deliver product training via video calls, demos, and written resources - Serve as a trusted advisor to founders and operators as they adopt modern financial tooling CUSTOMER RELATIONSHIP MANAGEMENT - Build strong relationships with founders, operators, and finance leaders - Answer product questions, troubleshoot workflow challenges, and ensure customers are getting value from Puzzle -
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