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About the Role
We are seeking a Customer Success Manager with a strong FP&A background to ensure customers derive lasting value from Limelight. This role involves managing customer relationships, monitoring product usage, leading demos and check-ins, coordinating support, and driving renewals and account growth. You will also prepare quotes and proposals, collaborating with internal teams to meet customer needs.
Responsibilities
- Manage a portfolio of customers and build relationships with CFOs, finance leaders, system administrators, and budget owners.
- Lead regular customer check-ins and business reviews to understand priorities, address challenges, and review progress.
- Maintain clear account plans, meeting notes, commitments, and follow-up activities.
- Stay informed about customer changes, including new finance leaders, business requirements, and planning priorities.
- Monitor platform usage, feature adoption, and engagement to identify customers who need additional guidance.
- Proactively contact customers when usage declines and develop action plans to address barriers.
- Deliver tailored product demos, training sessions, workshops, and customer office hours.
- Introduce features and use cases that help customers improve budgeting, forecasting, financial reporting, and collaboration.
- Understand customers’ budgeting processes, financial models, reporting requirements, and business goals.
- Provide practical guidance on workforce planning, revenue and expense planning, forecasting, scenario analysis, and variance reporting.
- Help customers connect platform capabilities to their day-to-day finance responsibilities.
- Work with FP&A consultants and implementation teams when customers need deeper model design or configuration support.
- Review customer support tickets, clarify business impact, and coordinate priorities with Support and technical teams.
- Track open issues through resolution and keep customers informed of progress.
- Identify recurring questions and recommend improvements to training, documentation, and product usability.
- Follow through on commitments and escalate issues when they affect customer confidence or retention.
- Track customer health, identify renewal risks early, and coordinate plans to improve satisfaction and retention.
- Lead renewal conversations and help customers evaluate their ongoing requirements.
- Prepare and present quotes and proposals for renewals, additional users, expanded functionality, and professional services.
- Coordinate pricing, scope, and delivery expectations with the appropriate internal teams.
- Identify opportunities to expand Limelight across departments, teams, and planning processes.
- Collaborate with FP&A Consulting, Implementation, Support, Product, Engineering, Sales, Marketing, and Cloud Operations.
- Represent customer needs internally and translate feedback into clear, actionable requirements.
- Coordinate handoffs so customers receive consistent communication and support.
- Share customer insights that improve the product and overall customer experience.
Requirements
- 5+ years of relevant experience, with a strong foundation in FP&A, financial systems, or finance consulting.
- Hands-on experience with budgeting, forecasting, financial modeling, variance analysis, and management reporting.
- Strong relationship-building skills and confidence working with finance leaders and business users.
- The ability to deliver engaging software demonstrations, presentations, and training.
- Strong organization and follow-through, with the ability to manage multiple accounts and competing priorities.
- Confidence discussing customer needs, presenting recommendations, and preparing quotes and proposals.
- A collaborative approach to solving problems and coordinating work across teams.
Skills
- FP&A
- Financial Systems
- Finance Consulting
- Budgeting
- Forecasting
- Financial Modeling
- Variance Analysis
- Management Reporting
- Customer Success
- Account Management
- Client Relationship Management
- B2B SaaS
- FP&A Software
- Enterprise Performance Management (EPM)
- Corporate Performance Management (CPM)
- CRM platforms
- Customer support ticketing systems
- Product usage reporting
Experience Level
- 5+ years of relevant experience
About the Company
- Limelight is a financial planning and analysis (FP&A) software platform that helps finance teams automate budgeting, forecasting, and reporting.
- We help organizations connect their financial data, collaborate across departments, and spend more time making decisions.