Customer Success Manager (Remote)
About The Position
As a Customer Success Manager at Formations, you will own your book of business, serving as the primary point of contact and trusted advisor for a portfolio of self-employed professionals. This proactive role involves managing customer accounts, anticipating needs, and ensuring their long-term success and retention. You will help customers navigate complex financial operations such as payroll, estimated taxes, bookkeeping, and S Corporation compliance, making these processes feel manageable. The ideal candidate possesses hands-on experience in tax, accounting, payroll, or financial operations, combined with consultative skills to drive customer outcomes. You should be operationally sharp, relationship-driven, and capable of balancing customer advocacy with business objectives.
Requirements
- 2+ years in one or more of the following: tax preparation or tax operations, payroll administration or payroll compliance, bookkeeping or accounting operations, financial operations supporting small businesses or self-employed individuals
- 2+ years in Customer Success, Account Management, Customer Experience, Project Management, or a comparable customer-facing role
- Experience working directly with customers in an advisory or consultative capacity
- Comfortable using technology platforms and learning new systems quickly
- Strong understanding of S Corporations, small business tax strategy, and ongoing client relationship management
- Consultative problem-solver who can simplify complex financial concepts into clear next steps
- Proactive and organized — you manage a large book without letting anything fall through the cracks
- Strong written and verbal communication; equally effective in email, phone, and video
- Customer advocate who can also hold the line on business objectives
- Naturally curious, resourceful, and adaptable in a fast-moving environment
Nice To Haves
- CRM experience preferred — HubSpot familiarity is a plus
- Familiarity with tools like Xero, QBO, Gusto, or similar platforms is a bonus
- Experience in a startup, fintech, accounting, payroll, or financial services environment is a plus
Responsibilities
- Own a portfolio of customers throughout their lifecycle with a focus on retention, health, long-term success, and expansion
- Serve as the primary point of contact and trusted advisor after onboarding completion
- Identify at-risk customers proactively and work toward resolution before it becomes a problem
- Spot and pursue upsell and cross-sell opportunities rooted in customer need, not quota
- Help customers navigate payroll requirements, estimated taxes, bookkeeping responsibilities, and S Corporation compliance
- Conduct quarterly business reviews, renewal conversations, and value-driven account check-ins
- Educate customers on how Formations works end-to-end and why it matters to their financial health
- Build strong relationships through proactive communication and strategic guidance — not just reactive support
- Respond to customer inquiries within established service-level expectations
- Gather customer feedback and advocate for their needs cross-functionally
- Partner with tax, payroll, bookkeeping, and operations teams to support customer outcomes
- Utilize HubSpot to manage engagement, follow-up, account health, and expansion tracking
- Maintain accurate documentation and complete workflows in a timely, organized manner
Benefits
- Flexible paid time away from work
- Full Medical, dental vision
- Generous parental leave
- Life insurance
- 401K plan including employer matching
- Equity
- Paid volunteer time of up to 16 hours a year
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
