Customer Success Manager (Accounting SaaS)

About the Role

As part of our ongoing commitment to excellence and global talent solutions, Adlecta is expanding its Business Process Outsourcing (BPO) services to support companies worldwide. We are currently hiring on behalf of Levvy, a U.S.-based, technology-driven company building a modern practice management platform - an operating system for accounting and advisory firms. Levvy replaces the dozens of disconnected apps firms juggle per client and captures the knowledge that usually lives in employees' heads: client nuance, evolving workflows, and full visibility for staff and owners. It's an early-stage startup competing with Karbon, Canopy, and TaxDome, and it integrates with tools firms already use like QuickBooks and Xero.

The Role

This is Levvy's first dedicated Customer Success hire - a customer-facing role that owns everything after the sale. Onboarding and support are handled today by the Founder and Head of Product; it works, but it doesn't scale. You'll own the post-sales experience end to end: onboarding new firms, supporting existing ones, driving adoption, and building the CS function as we grow.

It's also more than traditional CS. Many customer conversations aren't about how to use Levvy - they're about helping firms rethink their processes, design workflows, and adopt best practices. You'll be part consultant, part guide, and the customer's familiar face throughout. You'll report to the Founder and Director of Sales as the solo owner of this function.

What You'll Do

• Own onboarding end to end (currently three structured one-hour calls)
• Serve as the ongoing point of contact - answer questions and resolve issues fast
• Consult, don't just support: help firms map processes, build workflows, and adopt best practices
• Become a product expert who can teach customers and run demos
• Drive adoption and prevent churn - monitor usage, re-engage accounts, clear roadblocks
• Spot expansion opportunities (e.g. new teams within a firm) without acting as a salesperson
• Be the voice of the customer - capture feature requests and patterns, and shape the roadmap with Product
• Keep customers current on new features and ensure they're adopted
• Build and refine the CS playbook - processes, templates, and success metrics

What We're Looking For

Experience

• CSM, onboarding, or support experience, ideally at a SaaS, practice management, or accounting-tech company (Karbon, Canopy, TaxDome, or adjacent tools like ClickUp or Asana)
• Startup experience, ideally alongside time at a larger organization
• Accounting fluency: time in an accounting/bookkeeping firm or an accounting/professional-services SaaS (B2B professional-services like law firms also works)

Skills

• Consultative instinct - you explain, teach, and help customers rethink how they work
• Self-directed builder who can define success and put processes in place, while staying coachable
• Strong verbal and written communication; organized, reliable, high-ownership
• Native or near-native English (required for this customer-facing role)

Nice-to-Haves

• Hands-on QuickBooks or Xero experience (~99% of customers use one)
• Experience at a direct or adjacent competitor (Karbon, Canopy, TaxDome, ClickUp, Asana)
• HubSpot experience

Tools & Requirements

• Google Workspace (Gmail, Drive) proficiency - Levvy is taught on the job
• U.S. business-hours overlap (non-negotiable): Eastern ideal, Central fine, West Coast for the right person. No roles outside U.S. time zones.
• Flexibility to flex hours occasionally for customer calls and early product calls

What We Offer

• Work with an established U.S. business and a growing SaaS product
• A friendly, collaborative, low-ego team
• 10 vacation days per year
• A high-ownership role where you help shape how the function is built

Why Join Adlecta

• Global Exposure – Work with international clients across accounting and advisory
• Stability & Support – Employed by Adlecta with structured HR and operational backing
• Meaningful Work – Contribute directly to Levvy's mission of modernizing how accounting and advisory firms operate
• Career Growth – Opportunity to grow into senior operations or team lead roles