Business Manager

About the role

The Business Manager – Small Business (Post-Sale) owns a defined portfolio of small business customers and serves as the primary point of contact post-sale. Onboard new customers and set clear expectations within 48 hours of assignment. Build strong relationships through proactive outreach and ongoing engagement. Conduct recurring business check-ins to assess customer health, satisfaction, and evolving needs. Monitor account health signals and proactively intervene with at-risk customers. Execute retention strategies and save plays to reduce churn and protect revenue. Educate customers on compliance requirements, filings, and key deadlines. Identify and drive account growth through relevant product and service recommendations. Balance customer experience with revenue growth to maximize lifetime value. Partner cross-functionally with internal teams, including DIFM and support, to resolve issues and deliver outcomes. Provide timely and accurate updates on account status, filings, and open items. Maintain accurate documentation of customer interactions, actions, and next steps in CRM and related systems. Follow established playbooks and compliance standards while applying sound judgment. Operate effectively in a metrics-driven environment with clear KPIs across retention, growth, and engagement. Participate in team huddles, pod meetings, and coaching sessions, applying feedback to continuously improve.

Responsibilities

• Own a defined portfolio of small business customers and serve as the primary point of contact post-sale
• Onboard new customers and set clear expectations within 48 hours of assignment
• Build strong relationships through proactive outreach and ongoing engagement
• Conduct recurring business check-ins to assess customer health, satisfaction, and evolving needs
• Maintain account health signals and proactively intervene with at-risk customers
• Execute retention strategies and save plays to reduce churn and protect revenue
• Educate customers on compliance requirements, filings, and key deadlines
• Identify and drive account growth through relevant product and service recommendations
• Balance customer experience with revenue growth to maximize lifetime value
• Partner cross-functionally with internal teams, including DIFM and support, to resolve issues and deliver outcomes
• Provide timely and accurate updates on account status, filings, and open items
• Maintain accurate documentation of customer interactions, actions, and next steps in CRM and related systems
• Follow established playbooks and compliance standards while applying sound judgment
• Operate effectively in a metrics-driven environment with clear KPIs across retention, growth, and engagement
• Participate in team huddles, pod meetings, and coaching sessions, applying feedback to continuously improve

Requirements

• Strong communication and relationship-building skills with a customer-first mindset
• Ability to manage a high-volume book of business with strong organization, prioritization, and follow-through
• Comfort balancing account management, customer success, and sales responsibilities in a single role
• Experience or aptitude for identifying and closing upsell opportunities
• Ability to assess account health and take proactive, data-informed action
• Comfort working in a performance-driven environment with defined goals and metrics
• A collaborative mindset and the ability to work effectively across teams
• Coachability and a willingness to learn, adapt, and continuously improve
• Ability to quickly learn and apply state-specific and product-specific requirements

Qualifications

• High school diploma or equivalent
• At least 2 years of experience in a customer-facing role
• Experience with CRM systems
• Knowledge of state-specific and product-specific requirements

Skills

• Customer service skills
• Communication skills
• Problem-solving skills
• Organizational skills
• Adaptability

Benefits

Medical, Dental, Vision Insurance
401k, With Matching Contributions
Paid Time Off
Health Savings Account (HSA)
Flexible Spending Account (FSA)
Short-Term/Long-Term Disability Insurance
Plus other wellness benefits to include: Fertility, Mental Health, One Medical

Pay

The expected OTE range for this role is ($55,000 - $60,000). Actual compensation offered will depend on several factors, including but not limited to: geographic location, work experience, education, skill level, and/or other business and organizational needs.

Schedule

The position will be onsite at our Austin office.