Customer Success Manager

About the role

The Customer Success Manager manages a blended portfolio spanning SMB, Mid-Market, and Enterprise accounts, adapting engagement depth to meet the needs of each tier. You will own the full customer relationship across retention, adoption, and expansion, serving as a strategic partner to your book to drive engagement and value. You will work closely with the Product Specialist team on onboarding and collaborate with Sales and Product to deliver seamless customer experiences.

Responsibilities

• Own a blended portfolio of SMB, Mid-Market, and Enterprise accounts, driving strong GRR and NRR through proactive engagement and adoption across all product modules.
• Execute renewal motions and lead commercial conversations to secure retention across assigned accounts through regular check-ins and Strategic Reviews calibrated to the needs of your book.
• Identify and manage at-risk accounts, implementing recovery strategies to protect retention.
• Own upsell expansion opportunities within your book; partner with Sales on cross-sell motions.
• Escalate complex issues to Product Specialists to effectively triage while maintaining customer communication.
• Own the onboarding experience for Enterprise accounts.
• Assist the Product Specialist team on Mid-Market onboarding.
• Adhere to established onboarding goals including time to launch across all tiers.
• Serve as the primary advocate for your customers, addressing issues and responding within SLA (1 business day turnaround).
• Share customer feedback and trends with Product and Engineering.
• Identify patterns in customer issues and suggest proactive improvements.
• Help create and improve help documentation, FAQs, and internal knowledge.
• Collaborate with Sales, Support, Product, and Development to deliver seamless customer experiences.

Requirements

• Three or more years of experience in SaaS Customer Success or Account Management.
• Demonstrated experience managing accounts across varying sizes and complexity levels.
• Ability to build senior-level relationships at Mid-Market and Enterprise accounts while maintaining operational discipline across a high-volume SMB book.
• Strong customer communication skills across email, phone, and chat.
• Ability to explain technical concepts clearly to non-technical users.
• Experience working with CRM or support tools; HubSpot experience is a plus.
• Willingness to work extended hours during the accounting busy season.
• Customer-first mindset with strong ownership and follow-through.

Nice to have

• Familiarity with the accounting or tax software industry.
• Familiarity with APIs.
• Experience with AI-powered workflows.