Customer Success Manager

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Manage the post-sale engagement with a customer portfolio from the initial kickoff to renewal.

• Act as the primary liaison for stakeholders in finance, tax, and engineering.

• Oversee customer onboarding by integrating Jira and GitHub, gathering payroll and cost data, and establishing timelines.

• Handle monthly capitalization updates, data refreshes, and deadlines for annual R&D studies and filings.

• Resolve data and integration challenges in collaboration with tax, engineering, and solutions teams.

• Communicate findings to CFOs, controllers, tax directors, and external CPAs.

• Monitor account health and usage, proactively identifying risks.

• Manage renewals and recognize opportunities for expansion.

• Relay customer insights to the product team.

• Develop scalable customer success playbooks and documentation.

⛳️ Requirements

• A minimum of 5 years in customer success, account management, or implementation within a B2B SaaS environment, preferably targeting finance or accounting teams.

• Proficiency with data, spreadsheets, payroll or cost documents, and API integrations.

• Excellent written and verbal communication skills, including the ability to convey technical or tax-related concepts to executives.

• Proven experience managing multiple accounts and deadlines concurrently.

• Responsibility for retention and renewals.

• Knowledge of the US R&D tax credit (IRC §41), ASC 350-40, or public accounting is highly desirable.

• Bachelor’s degree in business, finance, accounting, or a related discipline, or equivalent experience.

• Must reside and work in the US or Canada.

• Must have authorization to work in the US or Canada without sponsorship.

🏝️ Benefits

• Direct access to leadership and the product team.

• Significant influence on the company's growth trajectory.