Account Manager

This is a fully remote position, open to applicants in Texas.

📋 Description

• Oversee comprehensive customer migrations from legacy systems to CoCounsel Tax.

• Carry out migration discovery and readiness planning, which encompasses workflow evaluations, stakeholder identification, legacy footprint reviews, data and tracking necessities, access considerations, use cases, success metrics, rollout sequencing, and timelines.

• Assist sales, account planning, and customer engagements via discovery calls, solution discussions, demonstrations, and both pre- and post-sale planning.

• Develop and sustain migration and adoption documentation, including checklists, rollout strategies, enablement schedules, adoption playbooks, FAQs, objection handling, demo guidance, customer communications, migration positioning, and success story content.

• Facilitate regular customer and internal working sessions to monitor progress, eliminate obstacles, manage risks, and ensure alignment.

• Aid onboarding, enablement, and adoption through live demonstrations, office hours, customized training, and timely support.

• Monitor migration health and adoption metrics utilizing milestones, risks, adoption signals, support themes, workflow efficiency improvements, research effort reductions, customer confidence, and other success indicators.

• Act as a primary internal resource for migration paths, packaging and entitlements, deployment considerations, adoption challenges, and legacy-to-new workflow mapping.

• Collect and synthesize customer and field feedback, including feature gaps, workflow challenges, governance needs, performance expectations, research use cases, and adoption priorities for AI-enabled solutions.

• Prepare internal presentations and recommendations to guide roadmap prioritization and ongoing improvement.

• Assist in developing customer success stories and case studies by gathering outcome data, customer testimonials, business impact examples, and narrative insights in collaboration with Product Marketing.

• Collaborate with sales, customer success, support, product, and product marketing teams to enhance migration readiness, adoption, and improvements.

⛳️ Requirements

• 5+ years of experience in a customer-facing role such as Customer Success, Implementation, Solutions Consulting, Sales Enablement, Product Support, or Technical Account Management.

• Proven experience in supporting platform migrations, product transitions, or customer adoption initiatives.

• Capability to convert customer workflows into actionable requirements, plans, and implementation strategies.

• Exceptional written and verbal communication skills.

• Proficiency in creating clear materials for both customer and internal audiences.

• Ability to manage multiple projects and collaborate effectively across sales, support, product, product marketing, finance, and related teams.

• Familiarity with CoCounsel Tax, tax or compliance workflows, or enterprise research and knowledge platforms.

• Experience in supporting or enabling AI-driven workflows, including copilots, research automation, semantic search, or agentic systems.

• Experience in enterprise environments with security, privacy, and procurement considerations.

• Comfort in analyzing adoption metrics, support trends, and customer feedback.

🏝️ Benefits

• Flexible work arrangements, including the option to work from anywhere for up to 8 weeks each year.

• Flexible vacation policy.

• Two company-wide Mental Health Days off.

• Access to the Headspace app.

• Retirement savings plan.

• Tuition reimbursement program.

• Employee incentive programs.

• Resources for mental, physical, and financial wellbeing.

• Two paid volunteer days off each year.

• Opportunities for pro-bono consulting projects.

• Participation in ESG initiatives.

• Health, dental, vision, disability, and life insurance programs.

• Competitive 401k plan with company matching.

• Paid sick and safe time off.

• Paid holidays, including two company mental health days.

• Parental leave policy.

• Sabbatical leave options.

• Optional hospital, accident, and sickness insurance.

• Optional life and AD&D insurance.

• Flexible Spending and Health Savings Accounts.

• Fitness reimbursement program.

• Employee Assistance Program.

• Group Legal Identity Theft Protection benefit.

• Access to a 529 Plan.

• Commuter benefits.

• Assistance with Adoption & Surrogacy.

• Employee Stock Purchase Plan.