Datarails

Role Description Datarails is transforming how finance teams operate by bringing together data, automation, and AI into a unified platform for modern FP&A. We empower finance leaders to move faster, reduce risk, and make better decisions - without leaving the tools they already trust. As we enter our next phase of growth, we are evolving Customer Success into a strategic function that not only supports retention and expansion, but also shapes how customers adopt AI and data-driven workflows across the finance organization. We are seeking a Vice President of Professional Services to lead our customer-facing services organization and drive measurable customer outcomes across our SaaS platform. This leader will own the delivery of strategic, optimization, and advisory services for our core product while building and scaling an AI Enablement & Consulting practice that helps customers maximize value from emerging AI capabilities. The VP of Professional Services will be responsible for improving customer retention, adoption, and long-term value realization while operating Professional Services as a self-sustaining business unit with strong utilization, project delivery, and financial performance. This position is 100% remote and open to candidates in the Eastern time zone in the United States . No sponsorship or relocation assistance is available. Qualifications - 10+ years of experience leading Professional Services, Consulting, Customer Success, or related functions within a SaaS environment. - Proven track record of building and scaling customer-facing consulting or professional services organizations. - Experience managing services P&L, utilization, project delivery, and revenue generation. - Strong understanding of customer adoption, retention, and value realization strategies. - Experience developing AI-related consulting, transformation, or enablement services is highly preferred. - Exceptional leadership, communication, and executive stakeholder management skills. Requirements - Lead all Professional Services engagements, including product optimization, strategic advisory, workflow transformation, and value realization initiatives. - Build and scale an AI Enablement & Consulting practice, including service offerings, methodologies, and customer-facing solutions. - Drive customer outcomes that increase product adoption, retention, expansion, and overall customer lifetime value. - Own Professional Services financial performance, ensuring the organization operates as a self-funding business unit with clear revenue, margin, and utilization targets. - Establish and monitor KPIs for project delivery, resource utilization, customer satisfaction, retention impact, and profitability. - Develop project management standards, customer communication frameworks, and governance processes to ensure successful delivery and measurable business outcomes. - Partner closely with Customer Success, Sales, Product, and Engineering teams to align services offerings with customer needs and company strategy. - Identify, package, and commercialize new consulting and AI-focused service offerings that create customer value and drive revenue growth. - Recruit, develop, and lead a high-performing team of consultants, project managers, and subject matter experts. Benefits - A collaborative, team-oriented environment, the ability to own your schedule (work your local time zone), and the opportunity to grow at Datarails over many years. - The target OTE salary range will be between 250-300 OTE USD per year, based on multiple factors including prior experience, skills, and location. We are open to candidates with varying levels of experience. - Meaningful equity. - 401(k) plan with up to 4% match and HSA & FSA Options. - 100% paid medical, dental, and vision coverage for employees and 100% paid medical and 80% paid dental and vision coverage for dependents. - $540/year toward glasses, sunglasses, or contact lenses from XP Health for employees enrolled in any Guardian Vision plan. - Calm app membership. - Paternity leave. - Flexible, unlimited sick time and PTO (we recommend 18-25 vacation days annually). - 12 paid company holidays. - Life insurance. - CPA/CFA license renewal reimbursement.

Role Description As a Solution Engineer at Datarails, you'll sit on the Customer Expansion team and work directly with our existing customer base to implement add-on modules and drive adoption of new products. You’ll serve as the technical expert on our full suite of offerings and partner closely with teams across product, marketing, and operations to shape go-to-market strategies and improve customer outcomes. This role is ideal for someone who is analytical, customer-focused, and comfortable wearing both a technical and strategic hat. This position is 100% remote position open to candidates in the Eastern time zone in the United States. No sponsorship or relocation assistance is available. What You'll Do - Partner with existing customers to design and implement additional products - Act as the technical expert on our product suite, helping customers unlock new value from their Datarails investment - Advise customers on best practices for financial processes and reporting within the Datarails ecosystem - Collaborate cross-functionally with Product, Marketing, and Operations to support strategic initiatives and influence roadmap development - Maintain strong relationships with key customer stakeholders, including Controllers, Directors of Finance, and CFOs - Develop and iterate on internal playbooks, resources, and processes for add-on product engagements Qualifications - 1–3 years of experience in software implementation, consulting, or similar customer-facing roles, finance or accounting background preferred - Advanced Excel proficiency (formulas, VLOOKUP, PivotTables, Power Query, complex models) - Strong communication and relationship-building skills - Bachelor’s degree or equivalent experience Requirements - This role involves creating and managing business relationships with CFOs, VPs, Directors of Finance, and other customers from leading US companies, requiring the ability to engage in professional conversations, manage expectations, and guide customers to a positive outcome Benefits - A collaborative, team-oriented environment, the ability to own your schedule (work your local time zone), and the opportunity to grow at Datarails over many years - Base compensation - The target base salary range will be between $90-110k USD per year, based on multiple factors including prior experience, skills, and location - Meaningful equity - 401(k) plan with up to 4% match and HSA & FSA Options - 100% paid medical, dental, and vision coverage for employees and 100% paid medical and 80% paid dental and vision coverage for dependents - $540/year toward glasses, sunglasses, or contact lenses from XP Health for employees enrolled in any Guardian Vision plan - Calm app membership - Paternity leave - Flexible, unlimited sick time and PTO (we recommend 18-25 vacation days annually) - 12 paid company holidays - Life insurance - CPA/CFA license renewal reimbursement

Role Description Come meet Datarails! We're a small (~350 employees globally) FP&A platform designed to streamline and automate data consolidation, reporting, and planning while allowing finance teams to continue using their own Excel spreadsheets and financial models. Datarails integrates with the most popular accounting software, ERPs, and CRMs to build a single source of truth, reduce risk, make informed decisions, and ensure stakeholders have the most reliable data at their fingertips! If you're looking for a fantastic opportunity to join a growing startup in a role with massive impact, we would love to meet you! This position is 100% remote position open to candidates in the Eastern time zone in the United States. No sponsorship or relocation assistance is available. - Understand current client situations, helping simplify models and existing data, as well as implementing processes and client data within company's environment - Create a detailed business analysis, outlining problems, opportunities and solutions for our customers by successful advising on: - Budgeting and forecasting - Planning and monitoring - Financial modeling - Standard reporting - Manage, interpret, and validate all data that is produced by the customer, maintaining the focus on improving the quality of customer care - Provide recommendations for possible process changes to help optimize current procedures in support of maximizing outcomes - Build long term strategic relationships with customers, gather requirements, and follow through with necessary financial reporting support. Qualifications - 3-5 years of experience in customer success, consulting, or similar customer-facing roles, AND a finance or accounting background - Deep knowledge and solid experience in advanced Excel functions (formulas, Vlookup, Pivot Table, Power Query, and complex models) - Strong communication and relationship-building skills - this role involves creating and managing business relationships with CFOs, VPs, Directors of Finance, and other customers from leading US companies, requiring the ability to engage in professional conversations, manage expectations, and guide customers to a positive outcome. - Bachelor's degree or equivalent experience - Professional-level fluency in Spanish is a significant plus. Benefits - A collaborative, team-oriented environment, the ability to own your schedule (work your local time zone), and the opportunity to grow at Datarails over many years - Base compensation - The target base salary range will be between $90-110k USD per year, based on multiple factors including prior experience, skills, and location. We are open to candidates with varying levels of experience. - Meaningful equity - 401(k) plan with up to 4% match and HSA & FSA Options - 100% paid medical, dental, and vision coverage for employees and 100% paid medical and 80% paid dental and vision coverage for dependents - $540/year toward glasses, sunglasses, or contact lenses from XP Health for employees enrolled in any Guardian Vision plan - Calm app membership - Paternity leave - Flexible, unlimited sick time and PTO (we recommend 18-25 vacation days annually) - 12 paid company holidays - Life insurance - CPA/CFA license renewal reimbursement Company Description Datarails is an equal opportunity employer and prioritizes building a diverse and inclusive workplace. We provide equal employment opportunities to all employees and applicants of any type and do not discriminate based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job related characteristics or other prohibited grounds specified in applicable federal, state, and local laws. Datarails’ policy is to comply with all applicable laws related to nondiscrimination and equal opportunity and will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Role Description Come meet Datarails! We're a small (~350 employees globally) FP&A platform designed to streamline and automate data consolidation, reporting, and planning while allowing finance teams to continue using their own Excel spreadsheets and financial models. Datarails integrates with the most popular accounting software, ERPs, and CRMs to build a single source of truth, reduce risk, make informed decisions, and ensure stakeholders have the most reliable data at their fingertips! As a Customer Success Manager, you will be advising finance professionals from middle management through the C-suite, customizing their Datarails platform, and training them on product updates. If you're looking for a fantastic opportunity to join a growing startup in a role with massive impact, we would love to meet you! This position is 100% remote-based anywhere in the United States. No sponsorship or relocation assistance is available. Qualifications - 2+ years of experience in customer success, consulting, or similar customer-facing role - Finance or accounting background - Deep knowledge and solid experience in advanced Excel functions (formulas, Vlookup, Pivot Table, Power Query and complex models) - Bachelor's degree or equivalent experience Requirements - Strong communication and relationship-building skills - Comfortable with upselling and renewal conversations Benefits - A collaborative, team-oriented environment - The ability to own your own schedule (work your local time zone) - The opportunity to grow at Datarails over many years - Base compensation - The target base salary range will be between $90-115k USD per year, based on multiple factors including prior experience, skills, and location - Parental leave - Meaningful equity - 401(k) plan with up to 4% match - Top-of-the-line healthcare (medical, vision, and dental), with 100% paid coverage for employees + generous coverage for dependents - Flexible PTO + 12 paid company holidays - Life insurance - And more!

Role Description We are looking for a Vice President of Customer Success to lead and elevate our global Customer Success organization. This leader will drive customer outcomes, retention, and expansion while helping define how finance teams adopt AI-enabled workflows within FP&A. This role requires a strategic operator who understands technology and data at a business level - without needing to be deeply technical - and who is excited to help customers navigate the shift toward AI-powered finance. You will partner closely with the Chief Customer Officer and cross-functional leaders across Product, Sales, Marketing, and Operations to ensure customers are realizing measurable value and that Customer Success is a true growth engine for the business. What You’ll Own - Customer Strategy & Outcomes - Define and execute a global Customer Success strategy aligned to retention, expansion, and long-term customer value - Build customer journey frameworks that drive adoption, engagement, and measurable business impact - Elevate Customer Success from reactive support to proactive, insight-driven partnership - AI & Modern FP&A Adoption - Help shape how customers adopt AI-enabled workflows within finance and FP&A processes - Partner with Product to translate AI capabilities into real customer value and use cases - Guide Customer Success teams in positioning AI as a practical enabler—not a theoretical concept - Team Leadership & Scale - Lead, develop, and scale a high-performing global Customer Success organization - Build a culture of accountability, curiosity, and continuous improvement - Establish clear success metrics, operating rhythms, and performance visibility - Revenue & Growth Alignment - Partner closely with Sales and Revenue leadership to drive expansion, renewals, and customer health - Identify and operationalize opportunities for upsell, cross-sell, and increased product adoption - Ensure Customer Success is tightly aligned to revenue goals and business outcomes - Customer Insight & Product Influence - Act as the voice of the customer internally, influencing product direction and roadmap - Build strong feedback loops between Customer Success, Product, and Engineering - Leverage customer data and insights to inform strategic decisions Qualifications - 6+ years of experience in Customer Success, Account Management, or related functions, with at least 2+ years in senior leadership roles - Proven success leading Customer Success in a SaaS, fintech, or data-driven environment - Strong understanding of customer lifecycle management, retention strategy, and expansion models - Comfortable working with data, analytics, and technology concepts without needing to be deeply technical - Demonstrated ability to lead through change and scale teams in high-growth environments - Experience partnering cross-functionally with Product, Sales, and executive leadership - Strong executive presence with the ability to influence both internally and externally Preferred Experience - Experience in FP&A, finance tools, or working closely with finance stakeholders (CFOs, FP&A leaders) - Familiarity with AI-enabled products or experience driving adoption of new technology paradigms - Background in venture-backed or high-growth SaaS environments Benefits - A collaborative, team-oriented environment, the ability to own your schedule (work your local time zone), and the opportunity to grow at Datarails over many years - The target OTE salary range will be between 250-300 OTE USD per year, based on multiple factors including prior experience, skills, and location. We are open to candidates with varying levels of experience. - Meaningful equity - 401(k) plan with up to 4% match and HSA & FSA Options - 100% paid medical, dental, and vision coverage for employees and 100% paid medical and 80% paid dental and vision coverage for dependents - $540/year toward glasses, sunglasses, or contact lenses from XP Health for employees enrolled in any Guardian Vision plan - Calm app membership - Paternity leave - Flexible, unlimited sick time and PTO (we recommend 18-25 vacation days annually) - 12 paid company holidays - Life insurance - CPA/CFA license renewal reimbursement

Description Come meet Datarails! We're a small (~310 employees globally) FP&A platform designed to streamline and automate data consolidation, reporting, and planning while allowing finance teams to continue using their own Excel spreadsheets and financial models. Datarails integrates with the most popular accounting software, ERPs, and CRMs to build a single source of truth, reduce risk, make informed decisions, and ensure stakeholders have the most reliable data at their fingertips! We are hiring a Renewal Manager to build and own the renewal function at Datarails. This is a 0→1 role, meaning this person will not only execute renewals but also define, operationalize, and continuously improve the renewal motion. The primary goal is to protect and grow recurring revenue, with a strong focus on improving Net Dollar Retention (NDR). This position is 100% remote-based anywhere in the United States or Canada. No sponsorship or relocation assistance is available. Must-Have Experience - Direct renewal management experience (not just AM/CS exposure) - Experience in a B2B SaaS / tech company - Experience managing mid-market or enterprise renewal cycles - Proven track record of: - Owning renewal pipelines - Running commercial negotiations - Closing renewals on time Core Competencies 1. Exceptional Organization & Operational Rigor - Highly structured in managing pipelines, timelines, and stakeholders - Strong CRM discipline (ideally Salesforce) - Can independently manage high-volume, deadline-driven workflows - Detail-oriented without losing sight of business impact 👉 This role requires someone who can build order out of ambiguity 2. Strong Negotiation Skills - Comfortable owning commercial conversations with customers - Able to balance customer satisfaction with revenue protection - Experience handling: - Pricing adjustments - Contract terms - Multi-stakeholder negotiations 👉 This is not a passive role — they must confidently own the number 3. High Agency & Ownership - Self-starter who does not wait for direction - Takes full responsibility for outcomes (not just tasks) - Proactively identifies risks and solves problems early - Comfortable operating in an environment with limited structure 👉 We need someone who will build the playbook, not follow one 4. Builder Mentality (0→1 Mindset) - Experience improving or creating processes (not just executing them) - Thinks in terms of systems, scalability, and efficiency - Identifies gaps and implements solutions across: - Renewal workflows - Forecasting accuracy - Cross-functional alignment 👉 This person should leave the function significantly better than they found it 5. Strong Cross-Functional Collaboration - Works effectively with: - Customer Success Managers (CSMs) - Account Managers (AMs) - RevOps, Finance, Legal - Can influence without authority - Aligns teams around retention and revenue outcomes What Success Looks Like (6–12 Months) - The renewal process is clearly defined, documented, and scalable - On-time renewal rate is consistently high - Improved forecast accuracy and pipeline visibility - Reduction in last-minute renewals and fire drills - Measurable improvement in: - Gross Revenue Retention (GRR) - Net Dollar Retention (NDR) - Strong partnership model established with AMs and CSMs What We Offer - Base compensation - The target base salary range will be between $100-120k USD per year, based on multiple factors including prior experience, skills, and location. We are open to candidates with varying levels of experience. - Meaningful equity - US: 401(k) plan with up to 4% match - Canada: 4% RRSP contributions - US: Top-of-the-line healthcare (medical, vision, and dental), with 100% paid coverage for employees + generous coverage for dependents - Canada: Extended healthcare coverage - Parental leave - Flexible PTO + 12 paid company holidays - Life insurance And more! We want to make sure everyone has an equal chance to participate and make a difference. Datarails is an equal opportunity employer and prioritizes building a diverse and inclusive workplace. We provide equal employment opportunities to all employees and applicants of any type and do not discriminate based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job related characteristics or other prohibited grounds specified in applicable federal, state, and local laws. Datarails’ policy is to comply with all applicable laws related to nondiscrimination and equal opportunity and will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Role Description We are hiring a Renewal Manager to build and own the renewal function at Datarails. This is a 0→1 role , meaning this person will not only execute renewals but also define, operationalize, and continuously improve the renewal motion. The primary goal is to protect and grow recurring revenue, with a strong focus on improving Net Dollar Retention (NDR) . This position is 100% remote-based anywhere in the United States or Canada. No sponsorship or relocation assistance is available. Qualifications - Direct renewal management experience (not just AM/CS exposure) - Experience in a B2B SaaS / tech company - Experience managing mid-market or enterprise renewal cycles - Proven track record of: - Owning renewal pipelines - Running commercial negotiations - Closing renewals on time Requirements - Exceptional Organization & Operational Rigor - Highly structured in managing pipelines, timelines, and stakeholders - Strong CRM discipline (ideally Salesforce) - Can independently manage high-volume, deadline-driven workflows - Detail-oriented without losing sight of business impact - This role requires someone who can build order out of ambiguity - Strong Negotiation Skills - Comfortable owning commercial conversations with customers - Able to balance customer satisfaction with revenue protection - Experience handling: - Pricing adjustments - Contract terms - Multi-stakeholder negotiations - This is not a passive role — they must confidently own the number - High Agency & Ownership - Self-starter who does not wait for direction - Takes full responsibility for outcomes (not just tasks) - Proactively identifies risks and solves problems early - Comfortable operating in an environment with limited structure - We need someone who will build the playbook, not follow one - Builder Mentality (0→1 Mindset) - Experience improving or creating processes (not just executing them) - Thinks in terms of systems, scalability, and efficiency - Identifies gaps and implements solutions across: - Renewal workflows - Forecasting accuracy - Cross-functional alignment - This person should leave the function significantly better than they found it - Strong Cross-Functional Collaboration - Works effectively with: - Customer Success Managers (CSMs) - Account Managers (AMs) - RevOps, Finance, Legal - Can influence without authority - Aligns teams around retention and revenue outcomes Benefits - Base compensation - The target base salary range will be between $100-120k USD per year, based on multiple factors including prior experience, skills, and location. - Meaningful equity - US: 401(k) plan with up to 4% match - Canada: 4% RRSP contributions - US: Top-of-the-line healthcare (medical, vision, and dental), with 100% paid coverage for employees + generous coverage for dependents - Canada: Extended healthcare coverage - Parental leave - Flexible PTO + 12 paid company holidays - Life insurance - And more!

Description Come meet Datarails! We're a small (~310 employees globally) FP&A platform designed to streamline and automate data consolidation, reporting, and planning while allowing finance teams to continue using their own Excel spreadsheets and financial models. Datarails integrates with the most popular accounting software, ERPs, and CRMs to build a single source of truth, reduce risk, make informed decisions, and ensure stakeholders have the most reliable data at their fingertips! If you're looking for a fantastic opportunity to join a growing startup in a role with massive impact, we would love to meet you! As an Account Manager at Datarails, you’ll be responsible for managing and growing a portfolio of existing customer accounts. Your primary focus will be on driving expansion revenue through upsells and cross-sells, fostering long-term relationships, and ensuring customers derive maximum value from the Datarails platform. You’ll work closely with Customer Success Managers to identify growth opportunities and partner with Solutions Consultants or Product as needed to close deals. This position is 100% remote-based anywhere in the United States or Canada. No sponsorship or relocation assistance is available. What You’ll Do - Own and manage a book of business across various verticals. - Develop account growth strategies, including multi-threading key stakeholders. - Identify and close upsell and cross-sell opportunities. - Partner with Customer Success to ensure high levels of product adoption and satisfaction. - Conduct Quarterly Business Reviews (QBRs) to reinforce value and surface new opportunities. - Forecast expansion pipeline accurately and manage deal progression in Salesforce. - Collaborate with Marketing and Product to bring feedback from the field and shape go-to-market strategies. - Maintain a deep understanding of the Datarails platform and FP&A use cases. Requirements - 2–4 years of experience in Account Management, Customer Success, or Sales in a SaaS environment. - Proven track record of driving account growth and achieving expansion quotas. - Proficient in Salesforce and common SaaS sales tools (e.g., Gong, Outreach, ZoomInfo). - Exceptional communication, relationship-building, and presentation skills. - Highly organized with strong attention to detail and pipeline hygiene. - Strong understanding of the finance function—experience selling to CFOs, FP&A teams, or Controllers is a plus. What We Offer - Base compensation - The target base salary range will be between $80-100k USD per year, based on multiple factors including prior experience, skills, and location. We are open to candidates with varying levels of experience. - Meaningful equity - US: 401(k) plan with up to 4% match - Canada: 4% RRSP contributions - US: Top-of-the-line healthcare (medical, vision, and dental), with 100% paid coverage for employees + generous coverage for dependents - Canada: Extended healthcare coverage - Parental leave - Flexible PTO + 12 paid company holidays - Life insurance And more! We want to make sure everyone has an equal chance to participate and make a difference. Datarails is an equal opportunity employer and prioritizes building a diverse and inclusive workplace. We provide equal employment opportunities to all employees and applicants of any type and do not discriminate based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job related characteristics or other prohibited grounds specified in applicable federal, state, and local laws. Datarails’ policy is to comply with all applicable laws related to nondiscrimination and equal opportunity and will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Role Description As an Account Manager at Datarails, you’ll be responsible for managing and growing a portfolio of existing customer accounts. Your primary focus will be on driving expansion revenue through upsells and cross-sells, fostering long-term relationships, and ensuring customers derive maximum value from the Datarails platform. You’ll work closely with Customer Success Managers to identify growth opportunities and partner with Solutions Consultants or Product as needed to close deals. This position is 100% remote-based anywhere in the United States or Canada. No sponsorship or relocation assistance is available. What You’ll Do - Own and manage a book of business across various verticals. - Develop account growth strategies, including multi-threading key stakeholders. - Identify and close upsell and cross-sell opportunities. - Partner with Customer Success to ensure high levels of product adoption and satisfaction. - Conduct Quarterly Business Reviews (QBRs) to reinforce value and surface new opportunities. - Forecast expansion pipeline accurately and manage deal progression in Salesforce. - Collaborate with Marketing and Product to bring feedback from the field and shape go-to-market strategies. - Maintain a deep understanding of the Datarails platform and FP&A use cases. Qualifications - 2–4 years of experience in Account Management, Customer Success, or Sales in a SaaS environment. - Proven track record of driving account growth and achieving expansion quotas. - Proficient in Salesforce and common SaaS sales tools (e.g., Gong, Outreach, ZoomInfo). - Exceptional communication, relationship-building, and presentation skills. - Highly organized with strong attention to detail and pipeline hygiene. - Strong understanding of the finance function—experience selling to CFOs, FP&A teams, or Controllers is a plus. Benefits - Base compensation - The target base salary range will be between $80-100k USD per year, based on multiple factors including prior experience, skills, and location. - Meaningful equity - RRSP with up to 4% match - Extended health, vision, and dental through Manulife (Manulife Gold plan) and virtual healthcare from Dialogue via Manulife. - Calm app membership - Paternity leave - Flexible, unlimited sick time and PTO (we recommend 18-25 vacation days annually) - 12 paid company holidays - Life insurance - CPA/CFA license renewal reimbursement

Description Datarails is the financial planning and analysis platform that automates data consolidation, reporting, and planning while enabling finance teams to continue using their own Excel spreadsheets and financial models. Datarails integrates with the most popular accounting software, ERPs, and CRMs, so all your data can be consolidated. Reduce risk, make informed decisions, and ensure stakeholders have the most reliable data at their fingertips. Transform your Excel into a lean, mean, FP&A machine. We are a leading FinTech company with over $100 million in funding and have been awarded #1 most promising global startup by Globes and 65+ leading VCs, as well as best paying & mid-sized companies to work for in NYC by Built-In. We’re looking for an experienced Product Support Specialist with a great eye for detail and a passion for technology to join our Product Support team. As our inbound Product Support Specialist, you will take ownership of complex technical customer issues and collaborate cross-functionally with the CS, Product, and R&D teams to provide best-in-class support and execute a well-designed customer experience. If you are looking for a fantastic opportunity to join a growing startup with lots of room for growth and impact, we would love to meet you! This position is 100% remote-based anywhere in the US and Canada to work in CS or MS time zones. No sponsorship or relocation assistance is available. What You’ll Do - Act as the initial point of contact for all Datarails-related questions from both our customers as well as internal stakeholders via Zendesk (chat, email and web form) - Troubleshoot incoming issues, providing a first response and subsequent follow-ups to customers. - Monitor incoming tickets, process, respond, and direct unresolved issues to the next level of support personnel. - Support, and engage customers to deliver high customer satisfaction, advocacy, and loyalty. - Expand and refine the company knowledge base to empower users to independently resolve issues. Requirements - 2-4 years of experience in roles such as Product Support/Help Desk/Technical Customer Success in a SaaS environment, with a proven track record of driving customer satisfaction and resolving complex issues. - Extensive experience with troubleshooting and solving advanced technical problems in a fast-paced dynamic environment. - A customer-first attitude and ability to effectively explain complex concepts to non-technical audiences. - Proactive mindset, with the ability to anticipate customer needs, identify potential issues, and suggest improvements to processes or the product. - Deep understanding of the software development life cycle and familiarity with Agile methodologies. - Advanced experience in Excel functions (formulas, Vlookup, and Pivot Table). - Experience with Zendesk and Jira or other support/project software - a plus. - Finance background - a plus. What We Offer - A collaborative, team-oriented environment, the ability to own your schedule (work your local time zone), and the opportunity to grow at Datarails over many years - Target salary is $85-110k USD annually, depending on skillset, years, relevance of experience, and location. - Meaningful equity - 401(k) plan with up to 4% match and HSA & FSA Options - 100% paid medical, dental, and vision coverage for employees and 100% paid medical and 80% paid dental and vision coverage for dependents - $540/year toward glasses, sunglasses, or contact lenses from XP Health for employees enrolled in any Guardian Vision plan - Calm app membership - Parental leave - Flexible, unlimited sick time and PTO (we recommend 18-25 vacation days annually) - 12 paid company holidays - Life insurance - CPA/CFA license renewal reimbursement We want to make sure everyone has an equal chance to participate and make a difference. Datarails is an equal opportunity employer and prioritizes building a diverse and inclusive workplace. We provide equal employment opportunities to all employees and applicants of any type and do not discriminate based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job related characteristics or other prohibited grounds specified in applicable federal, state, and local laws. Datarails’ policy is to comply with all applicable laws related to nondiscrimination and equal opportunity and will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.