Customer Success Manager
About The Position
Neo.Tax is an AI-driven platform that automates R&D tax credit work and software capitalization for modern software companies. It connects to tools such as Jira and GitHub and analyzes engineering activity to create audit-ready R&D studies. The platform also automates software capitalization under ASC 350-40 by identifying projects, evaluating capitalization eligibility, and determining capitalization milestones. The Customer Success Manager owns post-sale relationships across a portfolio of customers, from kickoff through renewal, and serves as the main contact for finance, tax, and engineering stakeholders. The role helps turn customer data into accurate R&D studies and capitalization schedules and ensures customers realize value each cycle. The position is remote within the US or Canada; extended remote work from other countries is not supported.
Requirements
- At least 5 years of experience in customer success, account management, or implementation at a B2B SaaS company.
- Comfort working with data and spreadsheets, reconciling payroll or cost files, and handling API integrations.
- Clear written and spoken communication, including explaining technical or tax concepts in plain language to executives.
- Demonstrated ability to manage multiple accounts and deadlines without losing attention to detail.
- Ownership mindset and accountability for retention and renewals.
- Bachelor’s degree in business, finance, accounting, or a related field, or equivalent experience.
- Must live and work in the US or Canada; extended remote work from outside those countries is not supported.
Nice To Haves
- Experience selling to finance or accounting teams.
- Familiarity with the US R&D tax credit (IRC §41), ASC 350-40, or public accounting.
Responsibilities
- Lead customer onboarding by connecting Jira and GitHub, collecting payroll and cost data, and setting timelines for customers’ first study or close cycle.
- Manage ongoing account rhythms, including monthly capitalization updates, data refreshes, and annual R&D study and filing deadlines.
- Serve as the primary contact for customer questions and troubleshoot data and integration issues with tax, engineering, and solutions teams.
- Explain results clearly to CFOs, controllers, tax directors, and outside CPAs.
- Track account health and usage and identify risks early.
- Own renewals and identify expansion opportunities, such as adding software capitalization for an R&D credit customer.
- Bring customer feedback to the product team and build playbooks and documentation to support scaling.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
