Customer Success Account Manager

Hubstaff blog; New York (NY); Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Customer Success Account Manager to join their innovative team. This role involves developing strong relationships with clients, ensuring they achieve their business goals through effective use of the company's SaaS solutions. You will be the primary point of contact, managing the post-onboarding process and addressing client needs proactively. With a focus on customer satisfaction and retention, you will work closely with various departments to optimize service delivery and contribute to the company's growth. If you're a self-starter with a passion for customer success, this opportunity is perfect for you.

Qualifications

• 3+ years of experience in Customer Success or Account Management.
• Strong communication, analytical, and project management skills.

Responsibilities

• Develop and maintain strong client relationships as the primary contact.
• Monitor customer health metrics and proactively address potential issues.
• Collaborate with cross-functional teams to ensure timely deliverables.

Skills

Customer Success Management

Account Management

Communication Skills

Analytical Skills

Project Management

Strategic Planning

Tools

Customer Success CRM

Job description

Customer Success Account Manager Full Time

Taxdome HQ: New York, New York, United States Remote job Mar 20

TaxDome is the #1 practice management platform for accounting firms in the US - we have grown over 100X in the last 5 years and serve tens of thousands of businesses globally with millions of end-clients.

About the team:

• We are a US-based SAAS firm targeting the accounting industry. In other words, we use technology to solve business problems for accounting firms - we are not accountants. For you, this means you will be communicating with accountants about their business processes and helping them see the value in our software which can help them grow their business and revenue. You are not expected to be an accountant, know how to do accounting or even be good at math.
• Our team is 300+ people (in over 40 countries!) - we are a distributed team built on the principle of self-management.
• Access to management - you will be working closely with the chief revenue officer (along with the sales team) in a collaborative work environment.

Customers love us:

We have over 6,000 positive reviews online. When we go to trade shows, customers often say, “Where have you been, I’ve been looking for this for years!” In many ways, our product sells itself. Your job is to convey that benefit and expand our market share.

Responsibilities:

• Develop and maintain strong relationships with clients, serving as their primary point of contact for all product and service inquiries.
• Establish a trusted advisor relationship to drive continued product value and assist clients in achieving their business goals.
• Manage the post-onboarding process including training, increasing adoption, ensuring retention and renewal.
• Monitor customer health metrics and proactively address potential issues to prevent churn.
• Conduct regular check-ins, business reviews, and performance analysis to optimize customer success.
• Identify opportunities to upsell, cross-sell, and expand services with existing clients.
• Maintain accurate records of customer interactions, feedback, and progress in CRM systems.
• Track client performance metrics and provide regular reports to senior leadership.
• Communicate effectively with internal and external management to understand customer needs and maximize retention.
• Collaborate with cross-functional teams including product, marketing, and customer onboarding to ensure timely deliverables.

Required Skills and Qualifications:

• 3+ years of experience as a CSM, Account Management at a SaaS, or technology company.
• Experience with customer success CRM systems.
• Strong verbal and written communication, strategic planning, analytical and project management skills.
• Ability to work in a fast-paced environment and manage multiple priorities simultaneously.
• Comfortable working across multiple departments in a deadline-driven environment.
• Active team player, self-starter, and multitasker who can quickly adjust priorities.

Location: Remote

Preferred Timezones: Eastern Time

Join us at TaxDome and help shape the future of SaaS!