• Managing a diverse portfolio of high-potential ($10K–$60K ARR) customers in the Growth segment. • Leveraging product usage data and risk signals to inform proactive engagement strategies. • Driving product adoption, renewals, and expansion by aligning Calendly solutions to customer goals. • Leading complex account planning and tailoring ROI narratives for strategic customers. • Collaborating cross-functionally with Sales, Product, Marketing, and Solutions Architecture to advocate for customer needs and influence internal strategy. • Building strong relationships across customer organizations, including C-suite and key decision-makers. • Contributing to internal initiatives that improve Customer Success processes, tools, and scalability.

• Deliver best-in-class retention • Showcase measurable client value • Grow stakeholder relationships • Increase product adoption • Serve as a strategic advisor

Job Description As a Customer Success Senior 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. Customer Success Senior 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

• Drive Operating Architecture: Lead the long-term design and management of the Customer Success and Renewals operating model. You will ensure handoffs across the customer journey, from initial implementation to long-term renewal, are efficient, consistent, and systematic. • Manage Executive Governance: Orchestrate the operating rhythm for the Customer Success and Renewals organization. This work includes standardizing churn review cycles, business reviews, renewal reviews, and cross-functional steering committees to keep leadership aligned on the health of the business. • Operationalize Risk Management: Lead the systematic implementation of the Risk Management framework and the Risk Pipeline methodology. You will establish the process rigor required to track revenue through identified, verifying, mitigating, and saved stages while overseeing the evolution of the Early Warning System from baseline health signals to predictive, automated intervention. • Commercial Policy and Standards: Partner with Legal and Finance to establish and enforce commercial standards. You are responsible for the system and process rollout of multi-year contracting, auto-renewal defaults, and commercial uplift policies. • Scale Adoption Infrastructure: Build the infrastructure needed to resolve the USM Headroom crisis and drive platform adoption at scale. You will lead the development of standardized onboarding journeys and targeted adoption plays that utilize data-driven conversion triggers and high-value actions to support a product-led success model. • Lead Change Management: Drive the organizational change required to align teams with new accountability models. You will ensure clear ownership of renewals and account health is maintained across the global organization.