Customer Success Manager

Soraban; Chandler (AZ); On-site; USD 70,000 - 85,000; Full time

Job summary

Soraban is looking for a Customer Success Manager in Chandler, AZ to manage a diverse portfolio of accounts across SMB, Mid-Market, and Enterprise sectors. The role involves driving customer retention and adoption, overseeing onboarding, and serving as a strategic partner.

Candidates should possess at least three years of experience in SaaS Customer Success and demonstrate strong communication skills. This full-time, in-office role promises opportunities for career advancement within a dynamic team dedicated to customer obsession.

Qualifications

• Three or more years of experience in SaaS Customer Success or Account Management.
• Experience managing accounts across varying sizes and complexity levels.
• Strong customer communication skills across email, phone, and chat.

Responsibilities

• Manage a blended portfolio of SMB, Mid-Market, and Enterprise accounts.
• Own the onboarding experience for Enterprise accounts.
• Serve as the primary advocate for customers.

Skills

SaaS Customer Success

Account Management

Customer Communication

Technical Concept Explanation

Tools

CRM Tools

HubSpot

Job description

Customer Success Manager

Location: Chandler, AZ (In‑Office)

Salary: $70 - $85 (Full‑time)

About Soraban

Soraban helps accounting firms work smarter by combining automation, AI‑powered workflows, and modern tools into one platform. Our customers rely on us during their most critical moments, especially the busy season, and we take that responsibility seriously. If you are customer‑obsessed, curious about technology, and energized by solving real problems, you will thrive here.

The Role

The Customer Success Manager manages a blended portfolio spanning SMB, Mid‑Market, and Enterprise accounts, adapting engagement depth to meet the needs of each tier. You will own the full customer relationship across retention, adoption, and expansion, serving as a strategic partner to your book to drive engagement and value. You will work closely with the Product Specialist team on onboarding and collaborate with Sales and Product to deliver seamless customer experiences.

Engagement & Retention

• Own a blended portfolio of SMB, Mid‑Market, and Enterprise accounts, driving strong Gross Retention Rate (GRR) and Net Retention Rate (NRR) through proactive engagement and adoption across all product modules.
• Execute renewal motions and lead commercial conversations to secure retention across assigned accounts through regular check‑ins and Strategic Reviews calibrated to the needs of your book.
• Identify and manage at‑risk accounts, implementing recovery strategies to protect retention.
• Own upsell expansion opportunities within your book; partner with Sales on cross‑sell motions.
• Escalate complex issues to Product Specialists to effectively triage while maintaining customer communication.

Onboarding

• Own the onboarding experience for Enterprise accounts.
• Assist the Product Specialist team on Mid‑Market onboarding.
• Adhere to established onboarding goals including time to launch across all tiers.

Voice of the Customer

• Serve as the primary advocate for your customers, addressing issues and responding within SLA (1 business day turnaround).
• Share customer feedback and trends with Product and Engineering.
• Identify patterns in customer issues and suggest proactive improvements.
• Help create and improve help documentation, FAQs, and internal knowledge.
• Collaborate with Sales, Support, Product, and Development to deliver seamless customer experiences.

What Success Looks Like

• GRR of 85% or higher and NRR of 105% or higher across your book of business.
• High customer satisfaction (CSAT/NPS) and consistent product engagement across Collect, Deliver, and Connect.
• Time‑to‑launch targets hit across all onboarding tiers.
• Strategic Review cadence completed on schedule across your multi‑tier book.
• SLA adherence across all customer communications and issue resolution.

What We Are Looking For

Required

• Three or more years of experience in SaaS Customer Success or Account Management.
• Demonstrated experience managing accounts across varying sizes and complexity levels.
• Ability to build senior‑level relationships at Mid‑Market and Enterprise accounts while maintaining operational discipline across a high‑volume SMB book.
• Strong customer communication skills across email, phone, and chat.
• Ability to explain technical concepts clearly to non‑technical users.
• Experience working with CRM or support tools; HubSpot experience is a plus.
• Willingness to work extended hours during the accounting busy season.
• Customer‑first mindset with strong ownership and follow‑through.

Nice to Have

• Familiarity with the accounting or tax software industry.
• Familiarity with APIs.
• Experience with AI‑powered workflows.

Why Soraban

You will make a direct impact on customers during the moments their business matters most. You will work with modern technology at the intersection of accounting, automation, and AI. And you will join a team that values ownership, curiosity, and customer obsession, with a clear path into Senior CS, Sales, Product, or Leadership roles as we grow.