Manager, Customer Success - Tax
About The Position
As the Manager of Customer Success, you will lead Customer Success Managers serving high-value and Growth customer segments. You will combine people leadership, operational excellence, and strategic direction to drive customer adoption, satisfaction, and retention and ensure customers achieve measurable outcomes. You will set priorities, coach and develop team members, and partner across the organization to align Customer Success initiatives with business objectives. The role focuses on building a high-performing team and a culture of customer advocacy while improving customer and employee outcomes through data-informed decisions and scalable practices.
Requirements
- Bachelor’s degree in Business, Marketing, Communication, or a related field, or equivalent experience.
- At least 5 years of experience in Customer Success or Account Management within a SaaS environment.
- At least 2 years of people management experience leading Customer Success or similar teams.
- Proven track record of driving retention, adoption, and team performance.
- Proficiency in CRM and Customer Success platforms.
- Strong analytical skills.
Nice To Haves
- Inspirational leadership that motivates and empowers a team to deliver results.
- Ability to champion the customer’s voice and align strategies to deliver measurable value.
- Ability to balance long-term strategic vision with day-to-day execution.
- Use of metrics to guide priorities and improve performance.
- Ability to build strong partnerships across Sales, Product, and Support.
- Willingness to embrace innovation and lead scalable process improvements.
Responsibilities
- Manage and develop a team of Customer Success Managers supporting high-value and emerging accounts.
- Set goals, monitor KPIs such as retention, utilization, and health scores, and ensure accountability.
- Oversee success planning and engagement strategies for different customer segments.
- Collaborate with Sales, Product, Support, and Marketing to deliver a seamless customer experience.
- Identify and implement scalable processes, tools, and best practices to improve efficiency and impact.
- Serve as the point of contact for critical issues and executive-level customer interactions.
- Recruit, onboard, and mentor team members to build skills and support career growth.
- Use analytics to inform strategy, forecast risks, and identify expansion opportunities.
- Drive improvements in customer health scores, utilization and adoption of strategic products, and employee engagement and development outcomes.
Benefits
- Hybrid work model for office-based roles.
- Flexible work arrangements, including work from anywhere for up to 8 weeks per year.
- Flexible vacation and paid time off, including sick and safe time and paid holidays.
- Two company-wide mental health days off annually.
- Access to the Headspace app and Employee Assistance Program.
- Retirement savings plan with company match.
- Tuition reimbursement.
- Employee incentive programs.
- Paid volunteer days and opportunities to participate in pro-bono consulting projects.
- Health, dental, vision, disability, and life insurance.
- Parental leave and sabbatical leave.
- Flexible Spending and Health Savings Accounts.
- Fitness reimbursement.
- Optional hospital, accident and sickness insurance; optional life and AD&D insurance.
- Group legal identity theft protection benefit.
- Access to a 529 Plan and commuter benefits.
- Adoption and surrogacy assistance.
- Employee Stock Purchase Plan.
- Resources for mental, physical, and financial wellbeing.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
