Job Overview
Location
Remote U.S. or Canada
Job Type
Full-time
Category
Customer Success
Date Posted
May 16, 2026
Full Job Description
đź“‹ Description
- • Guide new customers through onboarding and implementation to ensure seamless adoption of the Puzzle platform, including setup, integration, and workflow configuration
- • Deliver product training via video calls, live demos, and written resources tailored to founders and finance teams with varying levels of accounting expertise
- • Serve as a trusted advisor to SMB founders and operators, helping them navigate financial workflows and leverage Puzzle’s real-time financial insights
- • Build and maintain strong relationships with customers by actively monitoring their health, engagement, and satisfaction levels to proactively address concerns and prevent churn
- • Answer product-related questions and troubleshoot operational challenges related to accounting workflows, data syncing, and financial tool integration
- • Collaborate with Product, Engineering, and Support teams to escalate customer issues, advocate for feature improvements, and ensure feedback directly informs product development
- • Share actionable customer insights and usage patterns to improve onboarding materials, help documentation, and educational content across the customer journey
- • Track and analyze customer adoption metrics to identify drop-off points and implement strategies that increase platform utilization and retention
- • Work closely with high-volume portfolios of small to mid-sized finance teams, prioritizing personalized support despite scale
- • Partner with customers to understand their unique financial operations and tailor guidance to their specific business needs, even when they lack dedicated accounting staff
- • Act as the primary point of contact for customers during critical transition periods, ensuring minimal disruption to their financial processes
- • Maintain detailed records of customer interactions, goals, and outcomes within the CRM to support continuity and long-term relationship building
- • Contribute to the evolution of customer success processes by identifying gaps in resources, training, or support infrastructure
- • Represent Puzzle as a knowledgeable, empathetic, and solution-oriented advocate for customers at the intersection of modern accounting and fintech
- • Ensure all customer communications reflect Puzzle’s mission of freeing accountants from bookkeeping tedium and empowering businesses with clear financial visibility
🎯 Requirements
- • 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
- • Strong 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
- • Currently residing in the U.S. or Canada and legally authorized to work in the U.S. or Canada without visa sponsorship
🏖️ Benefits
- • Competitive compensation
- • 100% paid employee health, dental, and vision plans
- • 10 observed holidays and a flexible PTO policy
- • $1000 home office budget
- • $2400 co-working budget
- • $600 learning and development budget
- • 401K plan
- • Visa sponsorship not provided; candidates must be legally authorized to work in the U.S. or Canada
Skills & Technologies
About Puzzle.io, Inc.
Puzzle.io is a software company that provides a collaborative platform designed to streamline and enhance the process of building and managing data pipelines. Their solution caters to data engineers, analysts, and scientists, enabling them to visually design, orchestrate, and monitor complex data workflows. The platform emphasizes ease of use, automation, and integration with various data sources and tools, aiming to reduce the time and effort required for data transformation and analysis. Puzzle.io operates within the rapidly growing data infrastructure and MLOps market, offering a modern approach to data engineering challenges.
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