Customer Success Manager

Company Description

Smart Wiz.io is a leading provider of automated software solutions built specifically for tax professionals, helping them streamline complex workflows, close more deals, and increase profitability. Driven by a mission to transform how taxes are prepared and filed, Smart Wiz.io uses technology to connect tax professionals and clients seamlessly while promoting equal opportunities for success. The company is powered by engineers, thought leaders, and innovators who understand the challenges of the tax preparation industry and are committed to bringing fun and innovation to a traditionally conservative market.

Smart Wiz.io fosters a culture that is impactful, collaborative, innovative, growth-oriented, and supportive of customers’ business and financial success. Joining Smart Wiz.io means becoming part of a high-profile community of driven entrepreneurs who are valued, empowered, and connected through shared aspirations and values.

This full-time Customer Success Manager role is a hybrid position based in Birmingham, AL, with flexibility for partial work from home. The Customer Success Manager will serve as a trusted partner to tax professionals using Smart Wiz.io, guiding them through onboarding, training, and ongoing platform adoption. Daily responsibilities include monitoring customer health, addressing questions and support issues, and proactively identifying opportunities to improve satisfaction and retention.

The role involves building strong relationships, gathering feedback to help enhance product features, and collaborating closely with sales, product, and support teams to ensure customers achieve measurable business outcomes. The Customer Success Manager will also prepare reports and insights on account performance and help design scalable processes for customer engagement across the Smart Wiz.io community.

• Ability to drive high levels of Customer Satisfaction and deliver a positive customer experience throughout the lifecycle.
• Strong Customer Retention focus, including proactive account management and risk mitigation strategies.
• Demonstrated Relationship Building and stakeholder management skills with diverse customer groups.
• Solid Analytical Skills to interpret usage data, customer feedback, and business metrics to recommend improvements.
• Proven Customer Service skills, including clear communication, problem-solving, and conflict resolution.
• Relevant experience in customer success, account management, or client-facing roles, preferably in SaaS or software solutions.
• Comfort working in a hybrid environment, with the ability to collaborate in-person in Birmingham, AL and remotely.
• Strong written and verbal communication skills, with the ability to explain technical concepts in accessible language.
• Highly organized, detail-oriented, and able to manage multiple accounts and priorities simultaneously.
• Bachelor’s degree in Business, Communications, or a related field, or equivalent practical experience.
• Experience working with tax professionals, financial services, or professional services clients is a plus.