Customer Success Associate

WHO WE ARE

DebtBook is an industry-leading fintech software platform that revolutionizes the way local government, higher education, and healthcare finance teams work. Our powerful, cloud-based software helps these organizations manage all aspects of their debt, cash, leases, and subscriptions, streamline financial reporting, and share information simply with others. We are passionate about modernizing treasury management and simplifying accounting compliance in the public sector,  allowing organizations to break through operational barriers to unlock strategic insights.

ABOUT THE ROLE

We are seeking a highly motivated and enthusiastic Customer Success Associate to join our growing team in Charlotte, NC. This critical role is the linchpin of our customer experience, combining expert project management, hands-on data implementation, and consultative relationship building. You will be essential in ensuring our local government, higher education, and healthcare customers successfully adopt and maximize the value of the DebtBook platform for their complex financial reporting needs.

WHAT YOU’LL DO

• Manage and guide a portfolio of new and existing customers from late-stage sales through product implementation and post-implementation success.
• Ensure a seamless onboarding experience by facilitating the transfer of customer data, provisioning accounts, and overseeing setup processes.
• Track key project metrics, including status, risks, timelines, and customer expectations, to ensure smooth execution and proactive issue resolution.
• Deliver engaging product training sessions for new and existing users, ensuring customers fully understand and utilize product features.
• Own and optimize the implementation process, driving efficiency and continuously improving the customer onboarding experience.
• Engage with customers to understand their goals, drive product adoption, and enhance overall customer satisfaction.
• Be the voice of the customer, collaborating with the product team to share insights and influence product development and roadmap decisions.
• Work with customer success and account management teams to identify opportunities for deeper engagement, customer retention, and expansion.

WHAT YOU’LL BRING

• A Bachelor's degree in Finance, Accounting, Business, or a related field is highly preferred.
• 1+ years of experience in a client-facing role (Customer Success, Implementation, or Account Management) at a B2B SaaS/FinTech company, OR 1+ years in a professional Accounting/Finance role.
• Exceptional project management and organizational skills with an uncompromising attention to detail.
• Proficiency in Microsoft Excel (pivot tables, V-Lookups, complex formulas) for managing and manipulating customer financial data.
• Strong analytical and problem-solving skills with an ability to interpret complex financial workflows.
• Exceptional written and verbal communication skills, comfortable presenting to senior finance professionals.
• A growth-oriented mindset and a comfort working in a fast-paced, evolving startup environment.
• Bonus: Experience with CRM (e.g., Salesforce) or Customer Success software (e.g., Gainsight).

OUR “GOAT” VALUES

GROW Continuously

• We believe in continuous improvement, never accepting the status quo as good enough, and iterating to move quickly without compromising on quality.
• We are energized by the fast-paced rate of change that growth demands and see new challenges as opportunities for resilience and personal development.
• We are driven by curiosity to think creatively, innovate, and experiment, and we humbly incorporate lessons learned from success and failure along the journey.

OWN Your Outcomes

• We hold ourselves accountable for exceptional effort, execution, reliability, professionalism, and results that add tremendous value for customers.
• We are all individual contributors, responsible for delivering value to our customers, team, and company with every action we take. 
• As managers, we lead by example in both what we do and how we do it, and stay personally familiar with the work as we coach our teams.
• We follow through on our decisions and commitments with action.

ABOVE & Beyond 

• We create moments of magic, surprising and delighting our customers at every touchpoint.
• We run towards problems and enthusiastically jump in to help colleagues however we can be valuable.
• We take pride in proactively doing the extra little things that set us apart, even when no one is watching.

TEAM Over Ego

• There is no task needed at DebtBook that is beneath any of us.
• We work hard to be the teammate others want on their team.
• We have the courage to have hard conversations and the grace to receive honest feedback in pursuit of excellence.

WHY DEBTBOOK

DebtBook is a fast-growing company where we dream big, move fast, make an impact, and bring joy to everything we do. Our core values drive our success as an organization, and we are looking for talented teammates who share our passion for challenging the status quo, innovating in all we do, and wanting to make a difference.

When it comes to benefits and perks, we are committed to supporting our employees’ well-being to make their lives better, both in and out of the office. We offer:

• Competitive salaries plus equity (stock options) for all employees
• Comprehensive health, dental, and vision insurance, 401(k) with 4% employer match 
• Flexible work schedules and generous leave policies (including unlimited PTO)
• Professional development opportunities and tuition reimbursement
• Family and wellness perks
• In-person social events
• Top-of-the-line equipment and a newly furnished office

DebtBook is an Equal Opportunity Employer. We value diversity and prohibit discrimination and unlawful harassment in the workplace. All applicants will receive consideration for employment based upon their qualifications without regard to race, religion, color, national origin, ethnicity, gender, gender identity or expression, pregnancy, sexual orientation, age, marital status, genetic information, political affiliation, National Guard or veteran status, disability, or any other protected status under federal, state, or local law. We welcome and encourage applicants with disabilities to contact our team for assistance during the application and hiring process. We are committed to expanding accessibility and making reasonable accommodations in accordance with applicable law.