Customer Success Manager

@ doola
dooladoola.com

Customer Success Manager

Posted 1 month ago

This job is still taking applications, but it's been up a while.

About the job

doola simplifies business formation, payments, compliance, and taxes, empowering entrepreneurs to grow. This role focuses on managing post-sale partner lifecycle, enhancing revenue, and ensuring seamless API integrations.

Requirements

  • 3 to 6+ years in B2B SaaS management
  • Managed 20+ B2B accounts
  • Owned onboarding playbook
  • Worked with APIs or integrations
  • Negotiated contract renewals

Qualifications

  • Bachelor's degree or equivalent
  • Strong communication skills
  • Experience with HubSpot CRM
  • Ability to read API docs
  • Cross-functional collaboration

Full job description

About doola

doola is a dynamic company committed to simplifying the complexities of business formation, payment setup, compliance, taxes, and more. We empower entrepreneurs and businesses of all sizes to navigate the intricate landscape of financial and regulatory requirements with ease, allowing them to focus on what truly matters - building and growing their ventures.

About the Role
Own the full post-sale lifecycle for doola's embedded API and white-label partners, from onboarding and activation through expansion and renewal, ensuring every signed partner drives real formation volume and becomes a compounding revenue asset.

Key responsibilities

  • Drive partners from contract signature to first live formation within 14 to 30 days
  • Maintain a documented health score (formation volume) for every active partner
  • Run structured quarterly business reviews (QBRs) and proactive touchpoints
  • Manage the at-risk designation process and own escalation paths
  • Treat formation revenue as the floor, not the ceiling; surface API expansion opportunities (annual reports, ITIN, tax downstream attach)
  • Track partner-sourced downstream revenue as a core success metric
  • Serve as the voice-of-partner into product, operations, and sales
  • Log all custom partner requests with a repeatability assessment and revenue potential before any engineering triage
  • Ensure no partner churns without a documented save attempt
  • Enforce annual contracts per policy and own the renewal cycle

    • Skills and qualifications

    • 3 to 6+ years in B2B SaaS account management, customer success, or partnerships
    • Managed a book of 20+ B2B partners or accounts simultaneously (no affiliate or referral programs)
    • Owned or contributed to a partner onboarding playbook
    • Worked cross-functionally with product and engineering on API or integration requests
    • Comfortable reading API docs, understanding webhook flows, and communicating integration requirements without being a technical pass-through
    • Negotiated contract renewals or term adjustments with B2B partners
    • Demonstrated HubSpot CRM rigor; every partner interaction logged, pipeline stages maintained
    • Bachelor's degree or equivalent experience

    Bonus qualifications

    • SaaS startup experience, ideally in FinTech, LegalTech, or compliance
    • Built a partner health scorecard from scratch
    • Familiarity with technical terminology around APIs

    Why join us

    • First dedicated partner success seat within the organization
    • Work at the intersection of fintech, API infrastructure, and global founder enablement
    • Opportunity to work with a dynamic and innovative company at the forefront of the industry.
    • Collaborative and supportive team environment with opportunities for growth and development.
    • Flexibility to work remotely from anywhere with a stable internet connection. 
    • Competitive compensation package with performance-based incentives.
    If you are passionate about helping businesses succeed and thrive, and you possess the skills and experience outlined above, we want to hear from you! Join us at doola and be part of a team dedicated to simplifying the path to business success. doola is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.


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