Customer Success Manager

Customer Success Manager

Location: Remote — United States 

Reports to: VP of Customer Experience · Team: Customer Experience

About TaxCloud

TaxCloud simplifies sales tax for online businesses. We are a product-led SaaS platform that automates sales tax calculation, filing, and remittance across thousands of U.S. jurisdictions: states, counties, cities, and special tax districts.

As a Certified Service Provider in the Streamlined Sales Tax Program, we hold a unique position in the market that benefits both our customers and our business. We recently acquired Ziptax, an API-first sales tax rates product, expanding our platform for developers and the agent era.

We are backed by Camber Partners and growing. You will join a team where your work has outsized impact on how we deliver value to customers and scale the business.

About the role

You will own a portfolio of TaxCloud's mid-market customers: the relationships, the renewals, the expansion, and the overall experience. Your job is to make sure the customers in your book get real value from us, to grow those accounts, and to see risk coming before it turns into a cancellation request.

Sales tax is not something customers think about until something goes wrong, and when it goes wrong, it goes wrong with a state tax authority. That makes proactive work unusually valuable here. You will be the person who notices a customer has crossed a filing threshold in new states before their auditor does, and turns that into both a save and an expansion.

You are joining a Customer Success function that is growing as we move up-market, working alongside our existing CSMs and partnering closely with Sales, Onboarding, Support, and Product. This role will specifically work with our Mid Market customers. 

What you'll do

• Own a portfolio of mid-market accounts, including renewals, expansion, and executive relationships
• Negotiate renewals and contract increases, and secure the commercial outcome on your book
• Find and close expansion opportunities
• Lead business reviews and drive measurable customer outcomes, framed around your customers' compliance risk and cost rather than our feature list
• Build and drive success plans for your accounts, including recovery plans when one is at risk
• Build relationships beyond your main contact, so one person leaving does not put the account in play
• Catch risk early using product usage, filing performance, support history, and CRM signals, and act on it
• Help evolve how we work with our larger accounts as we move up-market
• Partner cross-functionally with Sales, Product, Onboarding, and Support
• Contribute to forecasting and insights around retention and growth

What you'll need

Six must-haves. If you meet most of these and the role excites you, apply.

1. 3–4 years in Customer Success, Account Management, or a related customer-facing role, with at least a year managing complex or high-value accounts
2. Commercial ownership: you have negotiated renewals and contract increases directly with customers, and can tell us what you were carrying and how you moved it
3. Experience leading business reviews or QBRs with director- and VP-level stakeholders
4. Curiosity and technical aptitude: you can learn a compliance product well enough to troubleshoot with a customer, explain an integration or API issue in plain language, and recognise when to bring in engineering
5. You use data to decide where your time goes (health scores, dashboards, CRM reporting) and can walk through a specific decision the data changed
6. An AI mindset in practice: you have changed how you work using AI, professionally or personally, and can walk us through a specific example

Bonus points

• Experience in sales tax, compliance, fintech, e-commerce, or accounting-adjacent SaaS
• You have worked a book where you had to choose what not to do, and can explain how you chose
• Customer Success platform (ChurnZero, Gainsight, or similar).
• You have built something that outlasted you, like a playbook, a health model, a QBR template a team actually used

What success looks like

• First 90 days. You know our product and your portfolio: who the economic buyer is on every account, where the risk sits, and which three need you first. A success plan exists for every account in your book.
• Six months. No surprise churn. You are the CEO of your portfolio — risk is identified and being worked well before it reaches a cancellation request, and business reviews are happening on cadence.
• Twelve months. You are holding gross retention above 94% and net retention above 110% across your portfolio, and you have closed expansion you sourced yourself.
• Throughout. High customer satisfaction, and customers who would recommend us. We are standing up our first formal NPS program, and you will help shape it.

Growing here

Our Customer Success function is growing as TaxCloud moves up-market, which means larger and more complex accounts, and room to grow into them.

Working here

This is a remote role. TaxCloud is a remote-first company with team members primarily across the United States. We value async communication, trust, and ownership.

What we offer: 

• Competitive base salary plus variable compensation
• Competitive benefits package, details shared during interview process.

Our interview process

Our process is designed to be thorough and respectful of your time. Here is what to expect:

1. Recruiter screen (30 minutes)
2. Hiring manager conversation with our VP of Customer Experience (45 minutes)
3. Practical exercise (60 minutes on your own time) plus a live walkthrough (30 minutes)
4. Conversations with a future teammate and a cross-functional partner (45 minutes)

We aim to complete the process within two to three weeks of your first conversation.

Equal opportunity

TaxCloud is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic.

We encourage candidates from all backgrounds to apply, even if you do not meet every listed requirement. If this role excites you, we want to hear from you.