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