Customer Success Manager

Ascend is a fast-growing SaaS company that automates invoice processing and payments for mid- and large enterprise customers. Our flagship product, Ascend AP, leverages AI, powerful real-time ERP integrations, and embedded payments technology to save our customers tens of millions of dollars every year. Our customers include household names like NASCAR, Panera Bread, Virgin Voyages, and PGA TOUR as well as many of the nation’s largest and most renown hospitals and health systems, financial services providers, and higher ed institutions. Ascend is a fully remote company that offers competitive pay, exceptional benefits including unparalleled 401(k) matching, and unlimited time off. Most importantly, we offer the chance to learn, take ownership, and grow in your career the way you’ve envisioned. What would you do at Ascend? We’re looking for an experienced Customer Success Manager (CSM) with domain expertise in Accounts Payable or other financial related field and can act as a SME to Ascend customers and other. This is a growth-oriented role. The pay range we’re offering is $80,000 - $90,000 based on experience and expertise. As a Customer Success Manager you will manage a customer portfolio where you will be expected to foster and grow the customer and account relationship leading to a business partnership which results in long-term growth and retention, and achievement of company metrics for AP automation. You will do this by using strong relationship management skills, a proactive mindset, and a consultative approach to Account Payable automation. Your overall mission will be to build customer partnerships that focus on product adoption and solving the biggest AP processing challenges. Your curiosity, drive and human connection will assist our customers in tapping into the benefits of Ascend’s solutions and achieving their own financial metrics and goals. Your day-to-day would include:

• Manage the long-term relationship of an assigned customer portfolio, understanding their unique needs, demographics, business drives and financial department goals, and regularly create business reviews and strategic account plans. Your focus will be on creating high levels of customer sentiment that reduce customer churn, and foster account expansion
• Drive customer engagement through product knowledge and adoption: You will serve as a product, company, and industry ambassador, keen on educating prospects and customers on AP automation. This will be done through proactively leveraging coaching, training, and problem-solving opportunities to grow the adoption of features and/or solutions. By monitoring our client's usage, you can create strategic plans that align with the customer's goal and secure the health of the relationship
• Maintain a healthy customer portfolio that aligns with the business and partnership strategies: By conducting regularly cadenced customer reviews, you will ensure goal alignment is maintained and that their product expectations and desired outcomes are realistic and achievable. You will have opportunities to work with different teams to mitigate risk and preserve growth throughout the customer lifecycle
• Ensure internal team success through effective written processes and procedures to improve the Customer Journey and Experience. You will get the chance to develop collaborative initiatives with other departments that look to reduce manual activities (either internal or external), improve customer experience, and support a self-service model
• Serve as the customer advocate internally by understanding, quantifying and analyzing adoption gaps, business process and new feature development. Present and create business cases for product investment and new features. Escalate and resolve customer escalations and issues with strong cross collaboration and diplomacy – acting with a data centric mindset
• Best practices consulting – Through analysis of similar customers and trends, develop best practices consulting on AP automation and assist stakeholder understanding of how to leverage Ascends Products and Services to tackle AP initiatives and goals
• Familiarity with a SaaS onboarding program, and an understanding of general project management skills

What is Ascend looking for in a candidate?

• 4+ years of experience with accounting teams and terms
• 5+ years of experience in the field of Customer Success, preferably at a SaaS company that is focused on B2B enterprise and mid-sized customers
• Demonstrated proficiency with tools such as Hubspot, ChurnZero, Gainsight, or similar
• Demonstrated proficiency with Microsoft Excel or similar
• Excellent written and verbal communication, at various levels from department to executive level
• A natural curiosity and a passion for customer success

Not required but nice to have:

• GAAP (or similar) certification
• Familiarity with Workday Financials (from an AP SME perspective) and/or other cloud ERP systems

Why should you apply?

• We offer everything you’d expect from a profitable company including a great salary, comprehensive health care benefits (100% covered for employees, 50% for dependents), and a generous retirement plan match.
• You’ll receive an annual Lifelong Learning & Wellness Allowance to use towards learning opportunities of your choice (cooking lessons, dance lessons, language lessons, etc.) or to achieve your health and wellness goals.
• You’ll receive flexible time off, paid holidays, and one week off between Christmas and New Year’s.
• A platform for good: a culture of Diversity, Equity & Inclusion, charity matching and volunteer days—creating belonging for all is in our DNA both inside and outside of work.
• Remote-first culture. No matter where you are, you’ll feel connected to the team.
• We take family seriously and offer flexible schedules and 12 weeks of paid parental leave.
• We give you great tools and tech to do your best work: Hardware, software, and home office setups.

Our Interview and Hiring Process We want the best people on our team. To get them, we’ve built our hiring process around three Ts: thorough, transparent and thoughtful. Our interview process is an honest evaluation of what you’ve done, what you’re good at, and what you’re working on improving. The goal of this process is to identify, as objectively as possible, people who will raise the level of play within our company. Here's how it works:

• Application
• Screening interview – phone call (30 minutes)
• Deep dive interview with the hiring manager – video call (90+ minutes)
• Focused interviews with select potential teammates – 2 video calls (45 mins each)
• Reference calls with your last several managers
• Offer letter

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