Crunchafi

Title: Senior Software Engineer Location: Remote (United States) Department: R&D Job Description: About This Role  Crunchafi is looking for a Front End     We are an AI-first engineering team. That means our engineers use agentic development tools — like Claude Code and OpenAI Codex — as a standard part of how they build, not just as an autocomplete shortcut. On the product side, it means building UIs that surface real AI capabilities: agents that reason, retrieve, and act — not just chat widgets.    Responsibilities  - Build, maintain, and improve web applications using modern component architecture patterns and the frameworks and languages relevant to your product area  - Use agentic development tools (Claude Code, OpenAI Codex, Cursor, and similar) as standard instruments in your workflow — generating, reviewing, and iterating on code through AI-driven workflows)  - Collaborate with Product and Design to translate wireframes and user stories into polished, accessible, and performant interfaces  - Participate in code reviews, contributing thoughtful feedback and maintaining a high standard for frontend craft  - Contribute to CI/CD pipeline configuration using Azure DevOps for frontend build, test, and deployment workflows  - Monitor frontend performance and user experience using Azure App Insights and proactively surface and resolve issues  - Stay current with frontend ecosystem developments, browser capabilities, and emerging AI/UX patterns    Required Qualifications  - 3+ years of professional frontend development experience  - Strong command of modern HTML, CSS, and at least one production frontend framework or language stack  - Demonstrated experience integrating REST APIs and building data-driven UI components  - Hands-on experience with agentic development tools (Claude Code, OpenAI Codex, Cursor, or similar) and genuine fluency in using them to build software — not just generate boilerplate  - Experience with frontend build tooling, automated testing frameworks, and CI/CD pipelines  - Solid understanding of web performance, accessibility (WCAG), and responsive design principles  - Strong communication skills and the ability to collaborate effectively in a remote-first environment    Preferred Qualifications  - Experience integrating Azure OpenAI Service, Azure AI services, or other LLM APIs into frontend applications  - Familiarity with Azure Static Web Apps, Azure CDN, or related Azure PaaS hosting patterns  - Experience in accounting, financial services, or B2B SaaS  - Background working within a design system or contributing to shared component libraries  - Familiarity with state management patterns appropriate to your framework  - Azure certifications or demonstrated cloud fluency are a plus    Our Values  - Be Human, Be Real — We bring authenticity to everything we do  - Integrity — We do the right thing, even when no one is watching  - Excellence — We hold ourselves to the highest standard  - Self-Motivation — We take ownership and drive results  - Curiosity — We ask questions and seek better ways  - Collaboration — We win as a team    Benefits    - Competitive salary  - Health, dental, and vision plans   - 401(k) Retirement savings plan for US-based employees  - 100% remote work environment, with occasional travel for in-person company and/or team meetings  - Unlimited PTO  - Significant professional development growth opportunities   - Dynamic and inclusive company culture with real commitment to our values

• Oversee all aspects of the accounts receivable process, including invoicing, payment processing, and collections, ensuring timely and accurate financial transactions. • Participate in monthly Billing Cycle and Billing tickets as needed • Strategically evaluate customer payment methods in order to reduce inefficiencies in payment processing • Continuously evaluate accounts receivable processes and systems to identify areas for improvement and implement solutions to enhance efficiency and effectiveness. • Collaborate with the Sales and Account Management teams to address receivable issues, resolve discrepancies, and ensure alignment with company policies and objectives. • Generate regular reports on accounts receivable metrics, performance, and cash flow analysis for management review. • Handle escalated accounts receivable inquiries and disputes from customers, working closely with the Finance Manager and Account Management team to resolve issues promptly and maintain positive customer relationships. • Serve as a core team member for system upgrades related to accounts receivable processes, such as billing system enhancements, to improve scalability and automation across the organization.

• Own day-to-day billing operations, ensuring accuracy, timeliness, and scalability • Establish and maintain reliable, repeatable processes that drive consistency across billing cycles • Manage and optimize billing workflows in Zone Billing within NetSuite, including subscription structures, billing schedules, and pricing configurations • Maintain, configure, and continuously improve NetSuite and Zone Billing to support new products, pricing models, and renewal motions, with a focus on automation and scalability • Perform and oversee complex reconciliations across systems, ensuring data integrity • Lead and manage a team of offshore billing specialists, setting clear expectations, monitoring performance, and ensuring high-quality output • Create documentation, SOPs, and QA processes to support a distributed team and minimize errors • Partner cross-functionally with Finance, Revenue, and Engineering to resolve discrepancies and improve processes • Analyze large datasets to identify trends, issues, and opportunities for optimization • Partner with Accounting on month-end and quarter-end close, owning the billing-side inputs to revenue recognition, deferred revenue, and AR

• Conduct research to identify potential leads and new business opportunities • Generate outbound leads through cold calls, emails, and social media outreach • Qualify prospects by gathering relevant information, understanding their business needs, and determining their readiness to engage with the sales team • Maintain and update lead databases, tracking engagement and progress • Work closely with the sales team to ensure a smooth transition of qualified leads • Schedule meetings or product demos for Account Executives or Sales Managers • Monitor industry trends and competitors to identify new potential markets and sales strategies • Use CRM tools (e.g., Salesforce, HubSpot) to track and manage outreach efforts, leads, and follow-ups • Regularly update progress on lead generation, conversions, and outreach efforts • Meet and exceed daily/weekly/monthly lead generation and qualification goals

Position Overview We are seeking a Head of Support to lead and scale a fully functional, customer-centric Support organization. You will create the processes, reporting, and tooling required to deliver consistent service quality, predictable performance, and a best-in-class customer experience. A key component of this role is leading the evaluation, migration, and rollout of a modern ticketing platform, replacing legacy systems and improving routing, automation, insight, and operational efficiency. Key Responsibilities Lead and Scale a Modern Support Organization - Lead end-to-end Support function serving both external customers and internal stakeholders. - Design a scalable support model (e.g., Tier 1 / Tier 2 / Tier 3) with clear escalation paths and ownership. - Hire, coach, and develop a high-performing team; define roles, coverage models, and on-call/escalation expectations. - Establish consistent support standards and a culture of urgency, accountability, and continuous improvement. Own Support Operations, Metrics, and Performance - Establish, track, and manage core Support KPIs including CSAT, SLA attainment, first response time, time to resolution, and backlog health. - Create operating rhythms (daily/weekly triage, ticket QA reviews, trend analysis, cross-functional escalation meetings). - Implement quality assurance standards, coaching processes, and ticket audits to improve consistency and resolution quality. - Provide executive reporting on performance trends, risks, root causes, and improvement initiatives. Design Scalable Support Processes Across Technical, Billing, and Accounting Questions - Define standard workflows for technical troubleshooting, billing requests (invoice/payment/credits), and product/accounting questions. - Create escalation and handoff processes to Product/Engineering, Billing/Finance, Customer Success, and other internal teams. - Build playbooks for issue categorization, severity levels, customer communication, and resolution consistency. - Partner with stakeholders to reduce friction and ensure support responsibilities and handoffs are clear and measurable. - Build a scalable self-service strategy including a knowledge base, FAQs, and standardized help content. - Evaluate ticketing and support tooling options; develop selection criteria aligned to customer and internal needs. Lead implementation, including workflows, routing rules and automation. - Lead platform implementation including workflows, SLAs, routing rules, automation, macros, tagging, and reporting structure. - Drive rollout planning, change management, training, and adoption measurement across teams. Cross-Functional Leadership and Customer Advocacy - Serve as the voice of Support in cross-functional planning and decision-making. - Ensure customer-impacting incidents are escalated appropriately with clear internal communications. - Collaborate with Product, Engineering, Billing/Finance, and Customer Success to drive measurable experience improvements. Required Qualifications - 3–5+ years of leadership experience scaling support teams, including hiring and performance management. - Proven experience building support processes from the ground up (SLAs, tiering, escalation models, QA). - Hands-on experience with modern ticketing ecosystems (e.g., Zendesk, Freshdesk, Intercom, Jira Service Management, ServiceNow, Help Scout). - Demonstrated success replacing or modernizing a ticketing platform, including rollout and change management. - Strong operational rigor and data fluency - dashboards, trend analysis, and KPI-driven execution. - Excellent communication skills with the ability to align stakeholders and drive decisions. - Preferred Qualifications - Experience supporting subscription billing complexity (renewals, usage-based billing, credits). - Experience supporting accounting or compliance-adjacent workflows and customer questions. - Experience partnering closely with Product/Engineering via structured escalation and incident management processes. - Support Operations/CX Operations background and experience implementing automation or AI-assisted support tools. Competencies - Builder mindset and systems thinking - Operational excellence and process discipline - Customer empathy paired with business judgment - Technical fluency and structured problem-solving - Change leadership and cross-functional influence - Strong written and verbal communication Benefits - Remote work-from-home environment - Competitive salary, health, dental and vision insurance plans - Flexible time off - 401K retirement savings plans for US-based employees, with 3% employer match - Incentive Equity Plan - Professional development opportunities - Dynamic and collaborative work environment with opportunities for growth

Role Overview We are looking for a Senior Customer Success Manager to own and grow relationships with our Large Enterprise clients. This role is highly strategic and relationship-driven, focused on helping large CPA firms and enterprise customers successfully adopt Crunchafi’s products while identifying opportunities for growth, expansion, and deeper partnership. You’ll work closely with an Account Executive, managing account health, renewals, expansions, and long-term success across a complex book of business. What You’ll Do - Own post-sale relationships for a portfolio of Large Enterprise accounts, including top-tier CPA firms - Serve as a trusted advisor to partners, senior managers, and operational leaders at client firms - Drive adoption and usage across Crunchafi products, including Lease Accounting and Data Extraction - Lead strategic account planning, including renewal preparation, expansion identification, and risk mitigation - Partner closely with AEs to support renewals, upsells, cross-sells, and net-new expansion opportunities - Conduct regular business reviews and executive-level conversations - Coordinate onboarding, training, and enablement across multiple service lines and stakeholders - Identify early warning signs of risk and proactively address them - Provide client feedback to Product, Sales, and Leadership to influence roadmap and go-to-market strategy What We’re Looking For - 5+ years of experience in Customer Success, Account Management, or similar client-facing roles - Experience working with large, complex, or enterprise customers - Strong understanding of accounting, audit, or advisory workflows; CPA firm experience is a major plus - Comfort navigating senior stakeholders and executive-level conversations - Ability to manage multiple initiatives, priorities, and relationships simultaneously - Strong discovery, communication, and relationship-building skills - Experience partnering with Sales on renewals and expansion efforts - Familiarity with SaaS adoption metrics, health scoring, and account planning Nice to Have - Background in accounting technology, audit software, or fintech - Experience supporting CPA firms or professional services organizations - Exposure to lease accounting standards or audit data workflows - Experience working in a pod-based or shared-ownership sales model Why Crunchafi - Remote work-from-home environment - Competitive salary, health, dental and vision insurance plans - Flexible time off - 401K retirement savings plans for US-based employees, with 3% employer match - Incentive Equity Plan - Professional development opportunities - Dynamic and collaborative work environment with opportunities for growth

• Define the product strategy and roadmap for Crunchafi products that simplify complex financial and auditing workflows. • Lead discovery and development with CPA firms, gather insights from users and market research, and translate those into clear product requirements. • Ensure product adoption, efficiency, and retention by solving high-value problems for firms and their clients. • Partner cross-functionally with Engineering, Design, Sales, Marketing, and Customer Success to deliver an integrated product experience and successful go-to-market execution. • Bring a deep understanding of AI/automation and apply it as the default lens for product decisions, ensuring every workflow is evaluated for opportunities to simplify, accelerate, and de-risk through intelligent automation. • Identify new opportunities based on research, industry trends and best practices, driving innovation. • Apply your knowledge of auditing and accounting standards to guide product design, ensure regulatory alignment, and enable auditors to perform their work more efficiently. • Advocate for practitioners in product decisions, ensuring their needs are translated into intuitive, high-value solutions. • Bring first principles thinking and a focus on continuous improvement to all aspects of your work.

• Build, maintain, and improve web applications using modern component architecture patterns and the frameworks and languages relevant to your product area • Use agentic development tools (Claude Code, OpenAI Codex, Cursor, and similar) as standard instruments in your workflow — generating, reviewing, and iterating on code through AI-driven workflows) • Collaborate with Product and Design to translate wireframes and user stories into polished, accessible, and performant interfaces • Participate in code reviews, contributing thoughtful feedback and maintaining a high standard for frontend craft • Contribute to CI/CD pipeline configuration using Azure DevOps for frontend build, test, and deployment workflows • Monitor frontend performance and user experience using Azure App Insights and proactively surface and resolve issues • Stay current with frontend ecosystem developments, browser capabilities, and emerging AI/UX patterns

Crunchafi is looking for a Front End Engineer to craft the interfaces that accounting professionals rely on every day. This role sits at the intersection of design, engineering, and AI — you will build fast, accessible web UIs increasingly powered by agentic AI experiences. You bring deep frontend fundamentals, a high bar for user experience, and a natural curiosity about how AI can make complex financial workflows feel simple and intuitive. We are an AI-first engineering team. That means our engineers use agentic development tools — like Claude Code and OpenAI Codex — as a standard part of how they build, not just as an autocomplete shortcut. On the product side, it means building UIs that surface real AI capabilities: agents that reason, retrieve, and act — not just chat widgets. Responsibilities: Build, maintain, and improve web applications using modern component architecture patterns and the frameworks and languages relevant to your product area. Use agentic development tools (Claude Code, OpenAI Codex, Cursor, and similar) as standard instruments in your workflow — generating, reviewing, and iterating on code through AI-driven workflows. Collaborate with Product and Design to translate wireframes and user stories into polished, accessible, and performant interfaces. Participate in code reviews, contributing thoughtful feedback and maintaining a high standard for frontend craft. Contribute to CI/CD pipeline configuration using Azure DevOps for frontend build, test, and deployment workflows. Monitor frontend performance and user experience using Azure App Insights and proactively surface and resolve issues. Stay current with frontend ecosystem developments, browser capabilities, and emerging AI/UX patterns.

• Build, maintain, and improve web applications using modern component architecture patterns and the frameworks and languages relevant to your product area • Use agentic development tools (Claude Code, OpenAI Codex, Cursor, and similar) as standard instruments in your workflow — generating, reviewing, and iterating on code through AI-driven workflows) • Collaborate with Product and Design to translate wireframes and user stories into polished, accessible, and performant interfaces • Participate in code reviews, contributing thoughtful feedback and maintaining a high standard for frontend craft • Contribute to CI/CD pipeline configuration using Azure DevOps for frontend build, test, and deployment workflows • Monitor frontend performance and user experience using Azure App Insights and proactively surface and resolve issues • Stay current with frontend ecosystem developments, browser capabilities, and emerging AI/UX patterns