Manager, Customer Success - Tax

As the Manager of Customer Success, you will lead a team of Customer Success Managers responsible for driving adoption, satisfaction, and retention across both HVA and Growth customer segments. This leadership role combines people management, operational excellence, and strategic vision to ensure customers achieve measurable outcomes while the team delivers exceptional experiences.

Requirements

• Team Leadership: Manage and develop a team of Customer Success Managers supporting both high-value and emerging accounts.
• Performance Management: Set goals, monitor KPIs (retention, utilization, health scores), and ensure accountability.
• Customer Strategy: Oversee success planning and engagement strategies for different customer segments.
• Cross-Functional Partnership: Collaborate with Sales, Product, Support, and Marketing to deliver a seamless customer experience.
• Process Optimization: Identify and implement scalable processes, tools, and best practices to improve efficiency and impact.
• Escalation Management: Act as the point of contact for critical issues and executive-level customer interactions.
• Talent Development: Recruit, onboard, and mentor team members to build skills and career growth.
• Data-Driven Insights: Use analytics to inform strategy, forecast risks, and identify opportunities for expansion.

Benefits

• Flexible vacation
• Two company-wide Mental Health Days off
• Access to the Headspace app
• Retirement savings
• Tuition reimbursement
• Employee incentive programs
• Resources for mental, physical, and financial wellbeing