Graphite Financial is a growing boutique finance, accounting, tax, and strategy firm (www.graphitefinancial.com) built to help startup and high-growth companies scale efficiently and sustainably. Graphite Financial is redefining the “finance department” for early-stage companies and VC-backed startups. We deliver high-caliber accounting and finance leadership and support to entrepreneurs and management teams building scalable, high-growth companies. Our clients are actively managing cash burn, measuring performance, reporting to investors, making capital allocation decisions, and preparing for fundraising. All of that takes expertise and time that founders don’t have and can’t afford to hire for. Graphite bridges the gap with flexible, fixed-fee support packages that provide fractional leadership and operational support from CFOs, Controllers, FP&A Managers, and Tax leaders.

Job Description

As a Senior Customer Success Specialist at Graphite, you will play a critical role in owning the client experience from onboarding through renewal. You will manage a portfolio of B2B clients, working directly with founders, CEOs, and finance leaders to ensure consistent value realization across Accounting, Finance, Tax, Payroll, and HR services.

Success in this role requires strong executive communication, financial fluency, and the ability to coordinate complex service delivery across internal teams. Our services are the product — which means this role requires real understanding of financial operations, not surface-level relationship management.

Senior Customer Success Specialists are responsible for onboarding new clients, managing ongoing relationships, handling escalations, ensuring scope alignment, and driving retention. You will work closely with Sales and Service Delivery leadership to ensure clients receive a coordinated, high-quality experience at every stage of the lifecycle.

*Please note that we are specifically seeking candidates with experience managing B2B client relationships within SaaS, fintech, or professional services environments, supporting founders and finance leaders in engagements that require fluency in accounting, financial statements, and operational finance.

Lead structured onboarding for new clients, ensuring clean transition from Sales to Service Delivery
Own the primary relationship for a defined portfolio of B2B accounts
Partner with internal Accounting, Finance, Tax, Payroll, and HR teams to align on scope and delivery
Conduct strategic business reviews focused on performance, outcomes, and forward planning
Proactively monitor client health signals and address risk early
Manage escalations with professionalism and strong judgment
Lead scope alignment and pricing normalization conversations as client needs evolve
Identify and drive expansion opportunities within existing accounts
Drive structured project management across onboarding and ongoing engagements
Build trusted relationships through strong emotional intelligence and executive communication
Demonstrate curiosity by proactively identifying gaps, risks, and opportunities to improve client outcomes
Collaborate closely with Sales to ensure clean handoffs, scope clarity, and renewal alignment
Educate clients on best practices across financial operations and drive adoption of Graphite’s services
Translate financial data into clear, actionable insights for executive stakeholders
Advocate for client needs internally while protecting scope integrity and delivery standards
Capture client feedback and partner with leadership to continuously improve the client experience
Cultivate referenceable clients and identify opportunities for testimonials, referrals, and case studies
Maintain accurate records and documentation in the CRM
Represent Graphite with integrity and professionalism in all interactions

Qualifications

3+ years of experience in a Customer Success or Account Management role within a B2B environment
High emotional intelligence and strong executive presence
Naturally curious with the ability to diagnose underlying business challenges
Strong project management and organizational skills
Ability to collaborate cross-functionally across Sales and Service Delivery
Experience managing executive-level stakeholders in complex service relationships
Direct exposure to accounting or financial operations
Comfort reading and discussing financial statements (P&L, balance sheet, cash flow)
Experience coordinating across internal delivery teams
Strong written and verbal communication skills
Organized, disciplined, and proactive in managing a portfolio of accounts
Comfortable working in an environment with clear retention and performance expectations
Experience with HubSpot CRM and Service Hub tools strongly preferred
Experience within SaaS, fintech, accounting, finance, tax, payroll and/or HR services STRONGLY preferred

Compensation

We offer a base salary of $80,000 plus an uncapped annual bonus tied to performance targets.

Comprehensive Benefits & Perks:

Health & Wellness: Competitive Medical, Dental, and Vision coverage. 100% of the employee's health insurance premium is covered by the company.
Financial Security: Company-paid Short-Term and Long-Term Disability insurance.
Work/Life Balance To Include: Generous Unlimited Paid Time Off (PTO), 11 Paid Company Holidays, and comprehensive Paid Parental Leave.
Remote Work Setup: Fully remote position with company-provided technology equipment and a $250 technology stipend to support your ideal home office setup.
401k: With a company match

Graphite Financial jobs

Senior Customer Success Specialist