Location: Remote
Company: TaxPlanIQ
Reports to: Director of Customer Success
About TaxPlanIQ
TaxPlanIQ is a rapidly growing SaaS company helping accounting professionals, CPAs, EAs, and tax planning firms deliver high-value tax strategies to their clients with precision and confidence. We empower firms with the tools, automation, and insights they need to scale advisory work, increase revenue, and deliver measurable ROI.
We are seeking a business-oriented, tech-savvy, and relationship-driven Customer Success Manager to join our Client Success & Experience team. This role is essential in ensuring a seamless transition from sales to implementation, driving long-term client retention, and maximizing the value clients receive from the TaxPlanIQ platform.
About the Role
The Customer Success Manager (CSM) is a commercially focused, client-facing professional responsible for ensuring TaxPlanIQ customers achieve their desired outcomes, remain engaged, and grow with us over time. The CSM owns the customer relationship post-implementation, serving as the trusted advisor who guides clients through platform adoption, optimization, and ongoing success.
You will manage a portfolio of small to large, complex client accounts—driving retention, upsell opportunities, customer satisfaction (NPS), and overall platform utilization. This role requires strong communication skills, problem-solving abilities, a passion for customer advocacy, and the ability to collaborate across multiple internal teams.
Key Responsibilities
Client Relationship Management
- 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.
Training, Adoption & Retention Strategic Guidance
- 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.
Retention, Upsell & Revenue Growth
- 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.
Cross-Functional Collaboration
- 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.
Operational Excellence & Project Management
- 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.
Process Improvement & Team Impact
- 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.
What You Bring
Required Qualifications
- 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.
Preferred Qualifications
- 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.
Personal Attributes
Self-motivated, proactive, and comfortable with autonomy.
Strong leadership qualities with the ability to inspire and influence.
Thrives in a fast-paced, rapidly evolving environment.
Resourceful, adaptable, and committed to continuous improvement.
A natural “talent magnet”—teams enjoy working with you.
What We Offer
- 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.
Your recruiter will provide additional details regarding the salary range and full benefits package during the hiring process.
Join Us
If you're passionate about helping customers succeed, enjoy solving meaningful challenges, and want to be part of a fast-growing SaaS company transforming the tax advisory industry, we’d love to hear from you.
Apply today to help shape the future of tax planning with TaxPlanIQ.