Product Success Manager

Product Success Manager

This role is a pivotal opportunity for an experienced customer success professional to drive adoption, engagement, and value realization for complex customer accounts. You will serve as the primary liaison for key clients, ensuring they leverage product solutions to achieve strategic objectives. The position involves designing and executing tailored success plans, onboarding and training programs, and regular progress reviews. You will monitor adoption trends and usage metrics to proactively identify opportunities to enhance engagement. Collaboration with sales, product, and marketing teams ensures alignment across customer initiatives. Success in this role is measured by customer satisfaction, retention, time-to-value, and the adoption of new features. This environment rewards proactive problem-solving, strategic thinking, and strong customer advocacy.

Accountabilities:

• Cultivate and maintain strong relationships with key customers, serving as the main point of contact for inquiries and support
• Design and implement customer success plans tailored to each client's goals and objectives
• Conduct onboarding, training sessions, webinars, and quarterly business reviews to ensure smooth adoption and high engagement
• Analyze usage patterns and KPIs to identify adoption barriers and develop strategies to increase product utilization
• Collaborate with sales teams to manage renewals, upsell, and cross-sell opportunities
• Gather customer feedback to influence product development and marketing strategies, while developing success stories and case studies
• Partner with cross-functional teams to align success initiatives with broader business goals

Requirements:

• Bachelor's degree in a relevant field; Master's or CPA is a plus
• Prior experience in tax technology, accounting firms, or corporate tax departments preferred
• Strong skills in curiosity, learning agility, proactive problem solving, strategic thinking, collaboration, and accountability
• Experience with CRM and customer success platforms such as Gainsight, Gong, or Salesforce is a plus
• Technical familiarity with GenAI systems and AI prompting for corporate tax workflows is desirable
• Understanding of tax workflows, terminology, and common industry challenges
• Ability to travel up to 25%

Benefits:

• Flexible work arrangements including up to 8 weeks per year work-from-anywhere, and supportive work-life policies
• Career development and skill-building programs to grow professionally in an AI-enabled environment
• Competitive health, dental, vision, disability, and life insurance plans
• Retirement savings plans, tuition reimbursement, and employee incentive programs
• Paid time off including flexible vacation, company mental health days, and parental leave
• Opportunities for social impact, volunteering, and ESG initiatives
• Inclusive and award-winning company culture emphasizing flexibility, learning, and collaboration