Accounting Manager, Customer Success

Company Description
Are you looking to transform an industry stuck in outdated systems and processes? Join Propra, an early-stage startup based in Calgary, on a mission to revolutionize property management and put it on autopilot.

Propra is reimagining property management with a focus on using technology to alleviate the administrative burden for landlords and property managers, allowing them to focus on growing their business and delivering an exceptional living experience for their residents.

Leading the team, you have the opportunity to make a lasting impact on both the resident and landlord experience. We're a highly collaborative and customer-focused team, eager to welcome individuals who are ready to stretch beyond traditional roles to drive innovation and excellence.

Job Description
We're looking for a proactive and customer-focused Accounting Manager, Customer Success to join our team. With your experience in accounting, you can lead the team by setting standards and best practices while acting as a primary client contact to guide and advise customers through their onboarding journey and as they use the software. You will be responsible for ensuring our customers achieve success with Propra's products and services, especially the accounting and financial tools -- spearheading processes and driving product adoption, and ensuring that our solutions provide maximum value.

Areas of Focus

• Build and maintain strong, long-lasting customer relationships through regular check-ins, providing guidance, and addressing concerns.
• Mentor and train junior Customer Success Associates, ensuring the team has the technical accounting knowledge required to succeed.
• Provide exceptional customer support, serving as the final point of escalation for complex accounting discrepancies and critical client disputes, ensuring timely case resolution, including addressing queries about accounting and financials.
• Lead and support customers through onboarding their businesses including from an accounting perspective, ensuring they are fully trained and set up to achieve quick wins, and identifying opportunities to streamline parts of the process.
• Own team-wide KPIs. Track and report on key metrics such as customer satisfaction, retention rates, and platform adoption, analyzing the data to identify training gaps or systemic issues.
• Document unexpected bugs and work with the tech team to test and communicate fixes.
• Oversee the quality and structure of Propra's resource hub for customer support and platform documentation.
• Drive cross-functional strategy as the voice of the customer within the company, collaborating with Product, Sales, and Marketing to meet customer needs.
• Develop Standard Operating Procedures (SOPs) for the department and identify opportunities for upselling and cross-selling additional services, ensuring customers derive maximum value from the platform.

Qualifications

• Prior experience with property management (residential rental and/or condominium / strata), financial services, operations, or bookkeeping solutions is preferable.
• Familiarity with and/or any experience in customer success or a related field, preferably in a B2B SaaS/software environment.
• Proven ability to manage customer relationships and ensure satisfaction.
• Minimum 1-2 years of leadership experience. Ability to coach team members, review their work, and provide constructive feedback to improve team performance.
• Experience with customer success software and CRM tools (eg. HubSpot, Intercom) is a plus.
• Experience writing help center articles, video tutorials, product documentation, or internal SOPs.
• Ability to think outside the box and develop creative solutions to customer challenges, leveraging available resources and collaboration to find the best outcomes.
• Strategic Problem Solving: Ability to identify trends in customer data (e.g., recurring bugs or churn risks) and propose strategic solutions to the Product team.
• Empathy and strong interpersonal skills to build trust with customers, understand their challenges, and provide timely solutions.
• Adaptable and flexible to the fast-paced, ever-changing demands of a growing startup.
• Strong team player who is willing to go the extra mile for the customer.

At Propra, we believe in fostering a collaborative environment where everyone is empowered to contribute ideas and challenge the status quo. We value creativity, teamwork, and a customer-first mindset, and offer a dynamic, fast-paced work environment with plenty of opportunities for growth and learning. We're looking for someone who shares our vision of transforming property management through innovation.

If you're passionate about solving problems, driving customer success, and leveraging technology to make a real impact, we'd love to hear from you

Additional Information

At Propra, we value diversity and are committed to creating an inclusive environment for all employees. We appreciate the interest of all applicants, and while we may not be able to contact everyone, we will reach out to those selected for an interview. Please note that successful candidates may undergo a security screening, including a criminal records check.