Puzzle 🧩🚀

• Become a Product Expert: Develop deep expertise in every aspect of the platform — features, workflows, edge cases — so you can resolve issues quickly, provide authoritative guidance, and anticipate what customers need before they ask. • Provide Technical Customer Support: Be the first responder for customer questions across support channels — how-to questions, configuration guidance, integration troubleshooting, billing inquiries, and data export requests. • Build and Maintain the Knowledge Base: Turn repeated questions into help articles, document common support patterns, and keep runbooks current as the product ships new features weekly. • Write Clear, Actionable Bug Reports: Create detailed, reproducible bug reports and gather logs or screenshots that help engineers resolve problems quickly. • Test Pre-Release Features: Validate new features before they ship to catch issues early and help maintain the reliability our users count on. • Drive Issue Resolution: Serve as the bridge between Customer Success and Engineering — closing the loop on high-priority incidents and making sure the right teams have the right context. • Surface Product Signal: Tag issues by theme, spot emerging patterns, and ensure what you're hearing from customers reaches the teams building the product.

• Own the Full Implementation Lifecycle: Lead customer implementations from kickoff through go-live — managing timelines, aligning stakeholders, and ensuring every customer launches successfully on Puzzle. • Configure the Platform to Customer Needs: Translate each firm’s accounting workflows into Puzzle — chart of accounts setup, reporting structures, close processes, and operational requirements — so the platform works exactly the way they need it to. • Manage Data Migration: Own the migration of customer financial data from source systems (ERP, GL, spreadsheets), validate accuracy, and lead testing and reconciliation to ensure nothing is lost in translation. • Lead Testing and Go-Live Validation: Verify that financial workflows, reporting outputs, and system configurations reconcile accurately before handing customers over to the Customer Success team. • Be the Primary Customer Contact: Guide customers through onboarding, training, and change management — providing clear, consistent communication and building trust at every stage of the process. • Identify and Resolve Risks Early: Spot issues across data, processes, or timelines before they become blockers, and partner with Product and Engineering to drive resolution quickly. • Improve the Playbook: Develop and maintain implementation best practices and documentation as we scale, making each implementation better than the last.

• Own strategy and execution across field events, community programs, social media, and ecosystem relationships • Launch and scale structured community programs for both accounting leaders and startup operators • Own and grow Puzzle's social presence across LinkedIn and X • Define and own success metrics across every program: meetings booked, pipeline sourced and influenced, event ROI, community engagement • Collaborate with native integration partners on shared field initiatives for both firms and founders

• Works with the HR Team to support the execution of human resources plans and practices • Perform I-9 compliance and file audits • Conduct exit interviews and stay interviews • Provide open enrollment support • Facilitate meetings with the client, broker, HR team, and other relevant internal service teams • Compile EEO-1 reporting • Assist with employee onboarding support • Assist in performing internal client investigations • Maintain employee records and information in client systems • Provide recommendations for HCM projects • Interact directly with clients in the areas of employee relations, compensation administration, benefits, talent acquisition, and organization talent development

Role Description As a Customer Success Manager at Puzzle, you'll work closely with founders and SMBs to ensure they get up and running quickly and successfully on Puzzle. You'll guide customers through onboarding, provide product education, answer workflow questions, and act as a trusted partner as they manage their financial operations on our platform. This role is highly relationship-driven and requires someone who is comfortable working with founders and small teams who may not have deep accounting expertise. You'll play a key role in driving product adoption, customer satisfaction, and retention while helping customers navigate accounting workflows and financial tooling. What You'll Do - Customer Onboarding & Adoption - Guide new customers through onboarding and implementation, ensuring a smooth transition onto the Puzzle platform - Deliver product training via video calls, demos, and written resources - Serve as a trusted advisor to founders and operators as they adopt modern financial tooling - Customer Relationship Management - Build strong relationships with founders, operators, and finance leaders - Answer product questions, troubleshoot workflow challenges, and ensure customers are getting value from Puzzle - Monitor customer health and engagement to proactively address issues and improve adoption - Cross-Functional Collaboration - Work closely with Product, Engineering, and Support teams to escalate issues and advocate for customer needs - Share customer feedback and insights that help shape product improvements - Collaborate with internal teams to improve onboarding materials, help documentation, and customer education resources Qualifications - 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role in B2B SaaS - Understanding of accounting concepts and financial workflows - Strong communication skills with the ability to explain complex concepts in simple terms - Comfortable guiding customers through software onboarding and workflow setup - Proactive self-starter with an ownership mindset, and high attention to detail in a fast-moving environment Nice-to-Haves - Familiarity with accounting tools such as QuickBooks, Xero, NetSuite, or similar platforms - Experience working at a fintech, financial SaaS, or accounting technology company Benefits - Competitive compensation - 100% paid employee health, dental, and vision plans - 10 observed holidays and a flexible PTO policy so you can recharge - $1000 home office budget to get you set up for success - $2400 co-working budget for face time with your colleagues - $600 learning and development budget - 401K so you can save for your future - And much more

• The Leave of Absence Case Manager oversees and administers employee leave requests and accommodations requiring specialized attention for our clients’ employees. • You’ll apply your already established skillset and knowledge to administer leave requests arising under FMLA, ADA, state/local laws, Company policies and short- and long-term disability plans. • You’ll also work in partnership with our clients following all SOPs while providing them and their employees with top-notch service experience. • You’ll be working with various systems to administer employee leave situations. • This position works in tandem with internal colleagues across various groups. • The role may also require working with 3rd party providers as needed to support our clients and their employees. • End-to-end (from initial request/notice to return-to-work) administration of the leave process including documentation, determining eligibility and accounting for intermittent and reduced-schedule leave. • Develop and maintain relationships and communications with internal partners, clients, client employees and 3rd parties as required. • Communicate with employees regarding their needs and available solutions. • Ensure that employees are aware of their responsibilities and of documentation and notice requirements required in the process of qualifying for and taking leave. • Advise on the interaction of leave laws with paid-time-off and short-term and long-term disability benefits. • Facilitate and coordinate all aspects of the leave (all leave types, ADA, etc.) management process for our clients and their employees. • Maintain complete and accurate records of leave and accommodation requests in accordance with specified legal requirements and best practices. • Maintain knowledge of all applicable leave and accommodation laws including FMLA, ADA, and state/local laws. • Ensure that leave and accommodation request records are complete and accurately maintained, which includes adhering to, creating and updating SOPs. • Timely update Monday.com LOA Board for each client and maintain communications/updates for a real-time leave database. • Maintain SLAs with response times to employees and clients. • Coordinate with payroll and benefits teams to provide applicable leave information and tracking. • Preserve confidentiality of employee medical documentation and files under HIPAA regulations. • Communicate with internal staff, where appropriate, for escalations or assistance with complex situations. • Assist or prepare client and employee correspondence. • Perform other related duties as assigned.

• Partner with producers and GA partners to support insurance quotes, plan comparisons, and client-ready proposals. • Manage multi-state licensing, including applications, renewals, and ongoing compliance tracking. • Ensure producers are appropriately onboarded and enabled with required carrier appointments, system access, and operational tools. • Coordinate and manage carrier appointments and onboarding, maintaining strong and professional relationships. • Track, project, and reconcile commissions and payment schedules; research and resolve discrepancies as needed. • Develop, document, and implement standard operating procedures (SOPs) and scalable workflows. • Identify operational gaps and recommend or implement process improvements to enhance efficiency, accuracy, and growth.

• Facilitate HR processes, including handbook creation, job descriptions, compensation analysis, and compliance-related tasks. • Conduct client interviews and partner with HR Primary to develop and finalize employee handbooks. • Complete Forms I-9, verify documentation, conduct audits, and maintain accurate employee records. • Reconcile benefits statements and assist with benefits-related administration. • Support recruitment coordination, including tracking candidate status in HRIS systems and managing follow-up communications. • Perform general administrative and clerical tasks, including preparing client and employee correspondence. • Configure, maintain, and troubleshoot HRIS platforms (including Paylocity, ADP, Paycor, and similar systems). • Execute system configuration updates to support HR, payroll, and benefits programs. • Perform system audits, testing, and diagnostics to ensure data integrity, accuracy, and functionality. • Identify and resolve system errors, data discrepancies, and integration issues; escalate when necessary. • Support system implementations and ensure successful system alignment with client HR programs. • Engage directly with clients as needed to support HR initiatives, system solutions, and issue resolution. • Participate in client-facing meetings to support HR and system-related discussions, initiatives, and deliverables. • Collaborate with internal teams, including HR, Sales, and Managed Services, to ensure successful outcomes and identify opportunities for additional services. • Identify and implement process and system improvements to enhance efficiency, scalability, and user experience. • Support ongoing optimization of workflows, automations, and service delivery models. • Perform other related duties as assigned.

• Provide operational supervision, development, support, and guidance to the Managed Benefits Team. • Proactively and consistently facilitate clear and effective employee and client communication. • Create and deliver proactive employee training sessions for the team based on client needs and opportunities. • Own, lead, and facilitate collaboration internally and externally to establish client success. • Manage all elements of the internal recruiting and onboarding process for new hires to the Managed Benefits Team. • Support team members in the creation of SOPs for processes and procedures related to managed benefits services and support. • Work in collaboration with the leadership to address service improvements, allocation of resources, and strategic planning. • Own, address, and create action plans for escalations and provide support to team and clients accordingly. • Responsible for recurring supervisory duties including but not limited to employee performance management, recognition and reward, time and attendance tracking, payroll management and approval, and internal employee onboarding and offboarding.

• Partner with producers and GA partners to support insurance quotes, plan comparisons, and client-ready proposals. • Manage multi-state licensing, including applications, renewals, and ongoing compliance tracking. • Ensure producers are appropriately onboarded and enabled with required carrier appointments, system access, and operational tools. • Coordinate and manage carrier appointments and onboarding, maintaining strong and professional relationships. • Track, project, and reconcile commissions and payment schedules; research and resolve discrepancies as needed. • Develop, document, and implement standard operating procedures (SOPs) and scalable workflows. • Identify operational gaps and recommend or implement process improvements to enhance efficiency, accuracy, and growth.