About the RoleWe're looking for a
Customer Success Manager with a strong FP&A background to help customers get lasting value from Limelight.
You'll manage customer relationships, monitor product usage, lead demos and check-ins, coordinate support, and support renewals and account growth. You'll also prepare quotes and proposals, working with internal teams to align recommendations with customer needs.
This role is a strong fit for an FP&A professional or financial systems consultant who enjoys working with customers. Candidates with customer success, account management, or client management experience and hands-on FP&A expertise are also encouraged to apply.
What You'll DoCustomer Relationship Management- Manage a portfolio of customers and build relationships with CFOs, finance leaders, system administrators, and budget owners.
- Lead regular customer check-ins and business reviews to understand priorities, address challenges, and review progress.
- Maintain clear account plans, meeting notes, commitments, and follow-up activities.
- Stay informed about customer changes, including new finance leaders, business requirements, and planning priorities.
Product Adoption and Customer Engagement- Monitor platform usage, feature adoption, and engagement to identify customers who need additional guidance.
- Proactively contact customers when usage declines and develop action plans to address barriers.
- Deliver tailored product demos, training sessions, workshops, and customer office hours.
- Introduce features and use cases that help customers improve budgeting, forecasting, financial reporting, and collaboration.
FP&A Guidance- Understand customers' budgeting processes, financial models, reporting requirements, and business goals.
- Provide practical guidance on workforce planning, revenue and expense planning, forecasting, scenario analysis, and variance reporting.
- Help customers connect platform capabilities to their day-to-day finance responsibilities.
- Work with FP&A consultants and implementation teams when customers need deeper model design or configuration support.
Customer Support and Issue Resolution- Review customer support tickets, clarify business impact, and coordinate priorities with Support and technical teams.
- Track open issues through resolution and keep customers informed of progress.
- Identify recurring questions and recommend improvements to training, documentation, and product usability.
- Follow through on commitments and escalate issues when they affect customer confidence or retention.
Customer Retention, Renewals, and Account Growth- Track customer health, identify renewal risks early, and coordinate plans to improve satisfaction and retention.
- Lead renewal conversations and help customers evaluate their ongoing requirements.
- Prepare and present quotes and proposals for renewals, additional users, expanded functionality, and professional services.
- Coordinate pricing, scope, and delivery expectations with the appropriate internal teams.
- Identify opportunities to expand Limelight across departments, teams, and planning processes.
Cross-Functional Collaboration- Collaborate with FP&A Consulting, Implementation, Support, Product, Engineering, Sales, Marketing, and Cloud Operations.
- Represent customer needs internally and translate feedback into clear, actionable requirements.
- Coordinate handoffs so customers receive consistent communication and support.
- Share customer insights that improve the product and overall customer experience.
What You Bring- 5+ years of relevant experience, with a strong foundation in FP&A, financial systems, or finance consulting.
- Hands-on experience with budgeting, forecasting, financial modeling, variance analysis, and management reporting.
- Strong relationship-building skills and confidence working with finance leaders and business users.
- The ability to deliver engaging software demonstrations, presentations, and training.
- Strong organization and follow-through, with the ability to manage multiple accounts and competing priorities.
- Confidence discussing customer needs, presenting recommendations, and preparing quotes and proposals.
- A collaborative approach to solving problems and coordinating work across teams.
Preferred Experience- Customer success, account management, or client relationship management experience.
- Experience supporting renewals, customer retention, proposals, or account expansion.
- Experience with B2B SaaS, FP&A software, enterprise performance management (EPM), or corporate performance management (CPM) platforms.
- Familiarity with ERP and accounting systems such as Sage Intacct, Oracle NetSuite, Microsoft Dynamics, or Blackbaud.
- Experience using CRM platforms, customer support ticketing systems, and product usage reporting.
What Success Looks LikeYour customers actively use Limelight, adopt capabilities that improve their finance processes, and understand the value they receive. Customer concerns receive clear follow-through, renewal risks are addressed early, and opportunities for growth are supported by thoughtful recommendations.
