FP&A Customer Success Manager

About the role

Datarails is looking for an experienced FP&A Customer Success Manager to join their growing team and help customers achieve maximum value from the financial planning and analysis platform. This role centers on building trusted, long-lasting relationships with client organizations and guiding them through every stage of their journey with the Datarails product. The manager will serve as a trusted advisor to assigned accounts, ensuring that finance teams can use the platform efficiently to meet their budgeting, forecasting, and reporting goals. They will work closely with internal product, support, and sales teams to identify customer needs and deliver solutions that drive satisfaction and long-term retention.

Key facts

What you'll do

Guide new customers through the onboarding process to ensure a smooth and productive start with the Datarails financial planning platform.

Develop and maintain strong, trust-based relationships with assigned client accounts involving multiple stakeholders across different departments.

Identify each customer's unique financial planning goals and map them clearly to the capabilities of the Datarails software.

Monitor customer usage patterns and engagement data to proactively address any adoption gaps or areas of concern.

Coordinate regularly with the product team to relay customer feedback, feature requests, and emerging market needs.

Create and deliver customized training sessions and reference materials to help users maximize the value of the platform.

Serve as the primary point of contact for all customer inquiries, escalations, and ongoing support matters.

Work collaboratively with sales teams to support contract renewals and identify expansion opportunities within existing client accounts.

Track and report on customer health metrics, satisfaction survey results, and overall retention and renewal indicators.

Partner with the support team to resolve technical issues quickly and ensure timely, satisfactory solutions for customers.

Document detailed success stories and case studies that highlight measurable customer achievements using the Datarails platform.

Participate actively in cross-functional meetings to align customer success strategies with broader company goals and priorities.

Requirements

Experience working in customer success, account management, or a related client-facing role within a software or SaaS company environment.

Strong understanding of financial planning and analysis concepts and how FP&A software tools support broader business operations and decision-making.

Ability to communicate technical product features and workflows clearly to non-technical stakeholders and executive-level business contacts.

Proven track record of managing multiple client accounts simultaneously while consistently meeting or exceeding customer retention and satisfaction targets.

Comfortable working in a fast-paced, dynamic environment and adapting quickly to shifting customer priorities and business demands.

Excellent written and verbal communication skills with the ability to produce clear, professional documentation and presentation materials.

Hands-on experience with CRM platforms and customer success management tools used for tracking account health and engagement metrics.

Bachelor's degree in finance, business administration, economics, or a related field is preferred for this position.

Nice to have

Prior experience working directly with FP&A teams or finance departments in a consulting, advisory, or software vendor capacity.

Familiarity with advanced Excel modeling techniques and financial reporting workflows commonly used in corporate finance and treasury functions.

Knowledge of data visualization and dashboard creation tools that help translate complex financial data into clear client-facing insights.

Previous exposure to product-led growth models, self-service onboarding methodologies, and scalable customer success frameworks within SaaS organizations.

Skills & tools

Customer relationship management and strategic account planning methodologies focused on long-term client retention and growth.

Financial planning and analysis frameworks including budgeting, forecasting, variance analysis, and management reporting best practices.

Proficiency with CRM systems and customer success platforms for managing account pipelines, health scores, and engagement tracking.

Strong presentation and storytelling abilities to communicate data-driven insights and product value propositions to diverse audiences.

Project management skills to coordinate onboarding timelines, implementation milestones, and cross-functional deliverables across multiple accounts.

Familiarity with FP&A software products and the broader financial technology landscape, including integration and data workflows.

Practical notes

This role is based in the United States and does not specify a remote or hybrid work arrangement at this time.

Candidates should be prepared to work standard business hours while maintaining some flexibility to accommodate different client time zones.

The hiring process may include multiple interview rounds involving both the customer success team and the product leadership group.

Datarails is a software company specializing in FP&A solutions that serve finance teams across a wide range of industries and company sizes.

Applicants are encouraged to submit a resume and any relevant portfolio materials that demonstrate their customer success experience in financial technology.

About the company

A financial technology company built tools for organizing and preparing corporate data for AI. Its platform serves as a finance operating system. The focus is on consolidation and governance of financial information. Establishment happened in 2015. Corporate base is New York City. Legal presence is Delaware. These core details define the entity. Businesses rely on this structure to streamline financial workflows while enabling safe integration with advanced analytical tools.