About the role
Once Phyto Nex AI is live, the value shows up in numbers controllers care about: hours of AP review saved each week, out-of-policy dollars recovered, duplicate submissions caught and the share of employees who fix their own flags without escalation. Across our customers the self-correction rate sits at 94%. Your job is to make those numbers visible, keep them improving and make sure every customer renews.
You will manage around 35 accounts, mostly 200 to 2,000 person companies in the US Northeast, with a few multi-entity enterprise customers. You will work closely with implementation, support and the founders, and you will be the voice of the customer in our product planning.
You will report to Shreya and work remotely alongside the US sales team, with a counterpart CSM in Coimbatore covering early mornings. Our customers are finance teams under constant month-end pressure, so a great CSM here is calm, numerate and practical. You will know each account's flag volumes, false positive trends and recovered dollars, and you will spot when a policy change at the customer is about to make the agent noisy. You will also help shape how we package new modules like the DCAA unallowable cost workflow, based on what your customers actually ask for each quarter.
What you will do
- Own retention and expansion for a book of about 35 accounts after implementation handoff.
- Run quarterly business reviews using audit outcome data: hours saved, recovered spend, self-correction rate.
- Drive adoption of advanced features like split-transaction audit, TCJA tax classification and ERP sync.
- Spot risk early through usage signals and support trends, and run save plans with the account team.
- Partner with sales on expansions to new entities, subsidiaries and submitter tiers.
- Collect references and case study candidates with written customer consent.
What you bring
- 4+ years in customer success or account management for B2B SaaS, ideally with finance buyers.
- Comfort presenting to CFOs and controllers with data, not slides full of adjectives.
- Experience managing renewals and expansions with clear revenue targets.
- Based on the US East coast with occasional travel to customer offices.
- Strong spreadsheet and BI skills: you can build a recovered-spend analysis from raw audit exports without waiting on an analyst.
- A habit of writing crisp account plans and following through on every commitment made in a QBR.
Nice to have
- Background in accounting, AP operations or expense management software.
- Experience with usage-based or seat-based pricing renewals.
- Familiarity with Gainsight, Vitally or similar CS platforms.
Your first 90 days
First 30 days
Meet every account in your book and build a health baseline from usage and outcome data.
By day 60
Run your first 6 QBRs and launch save plans for any account below target health.
By day 90
Close your first expansion and deliver one approved customer reference.