Customer Success Manager

About Blue Onion

Blue Onion is building the next generation of accounting systems and financial workflow automation for leading retail and consumer brands. The Blue Onion enables companies like Supergoop!, a.k.a. brands, and Merit Beauty to close their books daily–not monthly–with guaranteed accuracy. Blue Onion is the only platform that leverages powerful AI to automate the reconciliation process from each transaction all the way to the bank. Blue Onion validates data from the source, providing a foundation of financial truth to make smarter business decisions–faster. Blue Onion is a Series A company that is backed by leading investors including Y Combinator, Joe Saunders, former Chairman and CEO of Visa, and Viola FinTech.

Learn more and see a demo of the platform at blueonion.ai.

About This Role

We are seeking talented, driven individuals who bring both expertise and curiosity to the complex problems we’re solving. We’re looking for builders—people who thrive in ambiguity, bring structure and process where it doesn’t yet exist, and turn challenges into opportunities. At Blue Onion, you’ll have the chance to shape not just our products but also our company, taking advantage of the unique career development that comes from building in a fast-paced startup environment. If you’re hungry to learn, eager to take initiative, and excited to make an outsized impact, we’d love to meet you.

What You’ll Do

• Own the customer relationship end-to-end, serving as the primary point of contact from onboarding through renewal and expansion.
• Drive customers to clear business outcomes by setting success plans, defining KPIs, and tracking progress over time.
• Manage renewals and growth opportunities end-to-end, from identifying needs and solution design to positioning and negotiation.
• Monitor customer health, proactively identifying churn risks and leading recovery plans with executive-level communication when needed.
• Drive adoption and change management by helping customers optimize workflows, adopt new features, and fully leverage the platform.
• Act as the voice of the customer, collecting feedback, identifying product gaps, bugs, and technical risks, and advocating internally.
• Partner closely with Product and Engineering on betas, pilots, early access programs, and roadmap planning.
• Use data and insights to analyze account performance, spot trends, and clearly communicate value and ROI.
• Build champions and multi-thread relationships across customer organizations.
• Collaborate closely with Sales, Technical Account Management, Marketing, and Leadership on strategic initiatives, customer marketing (case studies, references), and cross-functional projects.
• Develop playbooks, best practices, and scalable processes to support a growing customer base.
• Ensure clean, accurate CRM documentation and forecasting for renewals, expansions, and churn risk.

Required Skills & Experience

• 3+ years in Customer Success at a B2B SaaS startup; bachelor’s degree preferred (accounting/finance a plus)
• Strong understanding of Fintech, payments, and accounting workflows
• Proven track record of owning renewals and driving expansion
• Comfortable managing complex, cross-functional projects in fast-moving environments
• Clear, confident communicator — able to engage C-level execs and day-to-day operators alike
• Scrappy, proactive self-starter who takes ownership, learns fast, and isn’t afraid to try and iterate
• Empathetic listener and problem-solver who can de-escalate issues and influence outcomes collaboratively

Compensation & Benefits

• OTE of $130k-$160k based on experience
• Comprehensive benefits package, including 401(k), health, dental, and vision insurance
• Unlimited PTO, paid parental leave, and paid holidays