Customer Success Manager

Customer Success Manager @ Latch BookkeepingRemote | Part-Time → Full-TimeAbout Latch

Latch is the bookkeeping and financial operations firm built exclusively for home service contractors—HVAC, plumbing, electrical, roofing, landscaping, restoration, pest control.

We turn cash-basis chaos into crystal-clear accrual accounting with job costing, so contractors actually know which jobs make money and where cash is leaking.

We've built a growing client base and a proven service. Now we need someone to own the client experience from day one.

About The Role

You'll be the first face clients see after they sign. You'll run kickoff calls, manage onboarding, and ensure every contractor gets set up correctly and feels supported.

This role starts part-time (first 1-2 months) then transitions to full-time as you ramp.

What You'll Do

• Run kickoff calls with new clients—set expectations, gather information, build rapport
• Manage client onboarding end-to-end—ensure smooth handoff from sales to delivery
• Serve as the primary point of contact during onboarding and beyond
• Proactively communicate with clients via email, Zoom, and phone
• Troubleshoot client questions and coordinate with the bookkeeping team to resolve issues
• Track onboarding progress and flag at-risk clients early
• Document processes and help build scalable onboarding systems
• Ensure clients feel supported, informed, and confident in Latch

What You Need

• Excellent spoken and written English—you'll be on video calls with US-based business owners
• Professional, friendly presence on camera—contractors need to trust you immediately
• Prior experience in customer success, onboarding, account management, or client services
• Strong organizational skills—you'll manage multiple clients simultaneously
• Proactive communicator—you follow up before clients have to ask
• Comfortable with technology—CRMs, Zoom, project management tools, Google Suite
• Self-starter who can work independently in a remote environment

Nice To Haves

• Experience with bookkeeping, accounting, or financial services clients
• Familiarity with QuickBooks, Xero, or contractor software (ServiceTitan, Jobber, etc.)
• Background working with small business owners or trades/contractor industry
• Experience at a startup or fast-growing company

What You Get

• Direct impact on client experience at a growing company
• Work directly with the founder—no corporate layers
• Clear path from part-time to full-time
• Opportunity to grow into a leadership role as we scale the CS function

How To Apply

Send a message or DM. No formal application needed—just tell me about your CS/onboarding experience and why this role fits.