Customer Success Manager - US

About the Role

We’re seeking a Customer Success Manager to become a cornerstone of our customer success organization. In this role, you’ll own the post-sale customer journey from onboarding and activation through ongoing adoption, renewals, and expansion. You’ll serve as a trusted advisor to our customers, ensuring they realize measurable value from our platform while identifying opportunities to deepen and grow each relationship.

This role is ideal for someone who thrives in a fast-paced, high-growth environment and is excited about using AI, automation, and modern customer success tooling to scale impact without sacrificing the quality of the customer experience.

What You’ll Do

Customer Success, Expansion & Renewals

• Own the customer lifecycle from onboarding and activation through renewal, ensuring customers consistently achieve measurable value from the platform
• Build strong, trusted relationships with customers through regular check-ins, success planning, and strategic business reviews
• Drive expansion within the existing customer base by identifying upsell and cross-sell opportunities aligned to customer goals and outcomes
• Proactively manage renewals by monitoring customer health, addressing risk early, and reinforcing value well ahead of renewal cycles
• Design and refine scalable customer success programs and playbooks that drive adoption, retention, and net revenue retention

What You’ll Bring

• 3+ years of experience in customer success, account management, or customer-facing SaaS roles, with a proven track record of driving onboarding, adoption, renewals, and expansion
• Strong experience managing a book of business and building trusted customer relationships that lead to long-term retention and revenue growth
• Proficiency with customer success, CRM, and lifecycle platforms (e.g., HubSpot, Customer.io, Gainsight or similar) to manage customer health, engagement, and renewal workflows
• Excellent communication and stakeholder management skills, with the ability to lead value-based conversations with customers and align internal teams around customer outcomes
• A data-driven mindset, with experience using customer health metrics, adoption signals, and feedback to identify risk, drive renewals, and uncover expansion opportunities
• Demonstrated ability to design and execute scalable customer success programs and playbooks in high-growth environments
• Comfort leveraging AI, automation, and modern tooling to scale customer success efforts while maintaining a high-quality customer experience

Nice-to-Haves

• Experience applying AI, automation, or predictive insights to improve customer engagement, retention, or expansion outcomes
• Familiarity with customer success analytics and health scoring to identify growth opportunities and renewal risk
• Comfort working with data and reporting tools to gain deeper insight into customer behavior and value realization
• Background in high-growth SaaS, fintech, or startup environments
• Experience working with customers in tax, accounting, or financial services industries

Our Hiring Process

Step 1: Application (10 minutes)

Click ‘Apply Now’ and fill out the application form. We’ll review and respond quickly.

Step 2: Take Home Assignment (~2-3 hours)

After passing the initial screening, you will receive a take-home assignment that takes 2-3 hours.

Step 3: Virtual Interview (45 min)

If you pass the assignment screening, you will be invited to an online interview with the hiring manager.

Step 4: Virtual Interview (30 min)

You may also be invited to an online interview with our founder and CEO, pending their availability.

Timeline

We move fast and aim to close this job in one week.

If you're ready to make a big impact on a small team and take your career to the next level, apply today to join our team at TaxGPT. We can't wait to meet you!

At TaxGPT, we are committed to fostering a diverse and inclusive work environment. We believe that diversity in all its forms – race, gender, nationality, religion, sexual orientation, and beyond – enriches our perspectives and enhances our product. Each member of our team brings unique experiences, skills, and viewpoints to the table, and it's this mosaic of backgrounds that drives our innovation forward. We provide equal employment opportunities to all individuals without regard to race, color, religion, sex, national origin, age, disability, or veteran status. Join us in building a future where technology breaks barriers and creates opportunities for all.