What we’re building

Pilot is a tech company building the bookkeeping firm you wish existed. We deliver books and a customer experience of unparalleled quality by automating the boring stuff and equipping a team of finance experts with software superpowers to deftly handle the rest.

The role

Pilot is building a first-of-its-kind, software-centric solution to tackle bookkeeping so business founders don't have to. As a Customer Success Manager, you'll join a small but expanding team to manage renewal, upsell, and cross-sell opportunities to maximize customer growth.

Your responsibilities

  • Proactively manage a portfolio of annual customer renewals -- prepare proposals (including renewal rate calculations) and quotes in Salesforce.com, manage outbound communication to customers, and lead renewal discussion negotiations. 
  • Drive revenue growth through upsell and cross sells in collaboration with Sales, Solutions Architecture, and Ops.
  • Drive value for existing customers by providing insightful and educational product demonstrations while answering complex financial questions - finding creative ways to scale a business and introduce processes that help owners, founders, and finance teams focus on growing the business.
  • Work with cross-functional counterparts in Sales, Product Management, Ops, and Solution Architecture to evolve, scale, and improve Pilot’s customer experience. 

What you bring to the table

  • 2+ years of experience in customer-facing role (account executive sales or customer success), ideally within Tech, SaaS or Financial Services. 
  • Delight in providing an exceptional customer experience. 
  • The ability to work successfully in a high-energy, fast paced, rapidly changing environment.
  • You are curious, organized, and detailed - not afraid to to ask for help, but able to work independently & manage multiple projects. 
  • When you come across a problem, you're willing to solve, build, and document the solution for the team at large.
  • You bring your personality, interests, and passions to work!
  • Excellent verbal, written, and interpersonal communication skills. You love engaging with customers through emails and calls. 
  • Bonus:
    • Experience with Salesforce
    • Accounting/finance background.  

The team

Pilot is a fast-growing team of 120+ headquartered in San Francisco and expanding into Nashville. The company’s seasoned founding team has led companies through two prior successful startups and acquisitions by Oracle and Dropbox. Employees are trusted with a lot of responsibility and ownership of their work. Everybody has the chance to impact Pilot and its customers meaningfully.

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