About ProCharted

ProCharted is practice management software built for small accounting firms across Canada. We help firms manage their clients, deadlines, and workflows through tax season and beyond. We're a founder-led team that ships quickly, talks to customers every week, and knows the accounting industry inside out — our founder has spent 14+ years in the tax business.

The role

You'll own the customer journey end to end — from the first demo to years of happy renewals. This is not a ticket-queue job: you're the face of ProCharted to the accounting firms who use us, and the voice of those firms inside our company.

What's on your plate:

- Product demos — run live demos for prospective firms (video call and screen-share), answer their questions, understand their workflow, and show them how ProCharted fits it. You'll work closely with the founder on turning interest into signups.
- Onboarding — guide new firms from “just signed up” to “fully running on ProCharted”: account setup, data import, configuring workflows to match how the firm operates, and training their staff. You'll own the onboarding experience and keep improving it.
- Ongoing support — be the firms' go-to person after launch: answer support requests (email, chat, phone), troubleshoot issues, escalate bugs to engineering with explicit reproductions, and follow up until things are resolved.
- Customer success — check in proactively with firms, especially before and during tax season; spot accounts that are struggling before they churn; gather feature requests and feed real customer insight into our product roadmap.




- Build the machine — create and maintain help articles, tutorial videos, and onboarding checklists; track support metrics and customer health; help define what our customer team looks like as it grows around you.

What we're looking for

- 3+ years in customer success, account management, onboarding, or support at a software/SaaS company — or equivalent experience in the accounting/bookkeeping industry with strong tech comfort
- Confident running live software demos and training sessions — you're comfortable presenting, screen-sharing, and thinking on your feet with an audience
- Excellent written and spoken English; patient, clear, and warm with non-technical users
- Organized and self-directed — you'll juggle demos, onboardings, and support queues in the same day and nothing falls through the cracks
- Comfortable learning software deeply enough to teach it, troubleshoot it, and represent it
- Big plus: experience in or serving the accounting/tax industry (you know what a T1 season feels like)
- Bonus: experience with help-desk tooling, knowledge-base writing, or building onboarding programs from scratch

Why join

- Own the entire customer relationship at a growing company — not one slice of a giant queue
- Your feedback directly shapes the product; the founders are in the next seat, not three layers up
- Accounting firms are loyal customers — build relationships that last years
- Room to grow into a leadership role as the customer team expands

Pay: $60,000.00-$80,000.00 per year

Benefits:

- Dental care
- Extended health care
- Life insurance
- Paid time off
- Vision care

Work Location: In person

📌 Customer Success Manager (Canada)
🏢 ProCharted
📍 Canada