[Remote] Customer Success Manager
Note: The job is a remote job and is open to candidates in USA. TaxPlanIQ is a rapidly growing SaaS company helping accounting professionals deliver high-value tax strategies. They are seeking a Customer Success Manager to ensure clients achieve desired outcomes, drive long-term retention, and maximize platform value.
Responsibilities
- Serve as the primary point of contact for assigned clients after onboarding, cultivating strong, trusted advisor relationships
- Lead regular strategic meetings to understand evolving needs, communicate progress, and guide clients toward successful outcomes
- Understand and articulate how TaxPlanIQ’s solutions tie to client goals, KPIs, and tax planning outcomes
- Ensure clients continue to use the platform effectively to drive adoption and maximize ROI
- Monitor usage and proactively reach out to deliver coaching or training to improve engagement and platform value
- Present insights, data, and best practices that help clients enhance their tax planning processes and business efficiency
- Identify upsell opportunities, expand product utilization, and promote additional TaxPlanIQ services where beneficial
- Support renewal and contract negotiation activities, ensuring clients remain aligned with current products and pricing
- Mitigate churn risks and collaborate cross-functionally to remove obstacles impacting customer satisfaction
- Partner closely with Implementation, Product, Operations, Marketing, Support, and Finance teams
- Collaborate with analytics to create data-driven reports using CRM tools
- Ensure client feedback is documented and communicated internally to inform product improvements
- Manage key cross-functional projects, ensuring teams are well-prepared for client interactions
- Build and maintain Customer Success systems, playbooks, and CRM documentation according to leadership expectations
- Assist clients with basic troubleshooting (software/hardware) and escalate technical issues when needed
- Contribute to building scalable systems, processes, and tools that elevate the Customer Success function
- Remove operational roadblocks and support continuous improvement initiatives
- Inspire others through mentorship, high standards, ownership, and a strong work ethic
Skills
- 2–5+ years of experience in Customer Success, Account Management, Professional Services, or related SaaS roles
- Strong client-facing project management experience (minimum 3 years)
- Excellent oral and written communication skills
- Tech-savvy and quick to learn new software systems
- Experience with software implementation processes and post-implementation support
- Ability to think strategically, identify customer needs, and solve complex problems with practical solutions
- Highly organized with strong attention to detail
- Experience in the tax, CPA, EA, financial services, or accounting industry. (preferred not required)
- Familiarity with CRM and productivity tools such as Salesforce, HubSpot, ClickUp, JIRA, BI tools, Excel, and G-Suite
- Experience delivering recurring business reviews and value-based reporting
- Proven success in identifying retention, upsell opportunities and driving revenue expansion
- Startup or high-growth SaaS experience
Benefits
- Remote-first culture—flexibility to work from anywhere.
- 401(k) savings plan.
- Comprehensive medical, dental, and vision coverage
- Paid Time Off (PTO) and paid holidays.
- Mission-driven, collaborative culture focused on innovation, learning, and excellence.
- Growth and career advancement opportunities as TaxPlanIQ rapidly scales.
- Strong mentorship, autonomy, and opportunities to lead cross-functional initiatives.
Company Overview