Customer Success Manager

Neo.Tax • Palo Alto, CA

1d • Remote

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 engineering tools such as Jira and GitHub to analyze project signals and produce audit-ready R&D studies, and automates software capitalization under ASC 350-40.

The Customer Success Manager owns post-sale relationships across a customer portfolio, from kickoff through renewal, and serves as the main point of contact for finance, tax, and engineering stakeholders. The role involves turning customer data into accurate R&D studies and capitalization schedules, helping customers realize value each cycle, and contributing to the customer success practices and materials used to scale the business. The role requires living and working in the US or Canada; extended remote work from outside those 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 the ability to explain technical or tax concepts in plain language to executives.
• A track record of managing multiple accounts and deadlines without missing details.
• Ownership mindset toward 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 these countries is not supported.

Nice To Haves

• Experience selling to finance or accounting teams in a B2B SaaS company.
• Familiarity with the US R&D tax credit (IRC §41), ASC 350-40, or public accounting.

Responsibilities

• Lead customer onboarding, including connecting Jira and GitHub, collecting payroll and cost data, and setting timelines for the first study or close cycle.
• Manage ongoing account activities, 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, identifying 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.
• Build playbooks and documentation to help scale customer success.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level