Customer Success Manager ($110k OTE)
- Own a portfolio of customer accounts, maintaining high levels of retention while driving strong product engagement and adoption.
- Build trusted relationships with customers, conducting regular check-ins and Bi-Annual Business Reviews (BBRs).
- Onboard new customers, ensuring a smooth transition into Soraban and building your own book of business.
- Serve as the primary advocate for your customers, addressing issues quickly and effectively within SLA (1 business day turnaround).
- Collaborate closely with Sales, Support, Product, and Development teams to deliver seamless customer experiences.
- Stay up to date on Soraban’s product features, internal tools, and industry best practices.
- Contribute to process improvements and share knowledge across the Customer Success team.
- Quick to Adapt – Comfortable navigating evolving products and processes.
- Clear Communicator – Transparent, direct, and proactive in sharing bandwidth or learning curve challenges.
- Lighthearted but Focused – Balances professionalism with approachability.
- Knowledge Driven – Eager to learn continuously and stay updated on tools and best practices.
- Process-Oriented – Comfortable following structured workflows, while suggesting improvements.
- Bachelor’s degree required.
- 3+ years of experience in Customer Success or Account Management.
- 1+ year of experience in the tax or accounting industry.
- Experience managing retention and growth within your own book of business.
- Flexibility to work extended hours during the accounting busy season.
- Are a self-starter who thrives without rigid task lists.
- Show persistence and determination to overcome challenges.
- Take initiative and “go through walls” to get the job done.
- Base Salary: $85,000 annually.
- Bonus: $25,000 annually, paid quarterly ($6,250 per quarter), based on retention, CSAT, and contribution to company goals.
- On-Target Earnings (OTE): $110,000 annually (Base + Bonus at goal).
- Dynamic and supportive work environment with strong “promote-from-within” culture.
- Flexible PTO (minimum 15 days/year) plus paid holidays.
- Comprehensive health benefits (medical & dental).
- Team-building activities and company socials.
- Opportunity to transform the accounting industry with innovative SaaS solutions.
- Account Retention & Growth
- Maintain a high level of customer retention across assigned accounts.
- Drive strong customer adoption, engagement, and ongoing product usage.
- Contribute to Soraban’s expansion growth and Net Revenue Retention (NRR) goals.
- Onboarding & Time-to-Value (TTV)
- Successfully onboard new customers, ensuring a smooth handoff from Sales.
- Shorten Time-to-Value by guiding customers to early measurable outcomes within 30–60 days.
- Track and improve onboarding completion rates.
- Customer Engagement
- Deliver consistently high levels of customer satisfaction in all interactions.
- Conduct regular check-ins and Bi-Annual Business Reviews (BBRs) with assigned accounts.
- Ensure consistent value delivery that aligns with customer business goals.
- Health Monitoring & Risk Management
- Proactively monitor customer health scores and usage metrics.
- Identify at-risk accounts early and implement recovery playbooks.
- Escalate risks appropriately and partner cross-functionally to secure retention.
- Voice of the Customer (VOC)
- Capture, synthesize, and share customer feedback with Product and Development teams.
- Act as a customer advocate in roadmap discussions and process improvements.
- Help build a scalable feedback loop that informs both product and customer experience.
- Operational Excellence
- Respond to all customer communications within SLA (1 business day).
- Address and resolve issues promptly, maintaining account health and customer trust.
- Document and refine best practices to improve efficiency and consistency.
- Collaboration & Teamwork
- Partner with Sales, Support, Product, and Development teams to ensure seamless customer experiences.
- Share insights and best practices across the Customer Success team.
- Contribute to scaling CS operations through process documentation, tooling, and peer enablement.
- Be part of a fast-growing startup at the forefront of transforming accounting.
- Join a team where your contributions have a direct impact on customer success and company growth.
- Work in a culture of innovation, transparency, and collaboration.
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