Customer Success Manager

Location: Remote
Company: TaxPlanIQ
Reports to: Director of Customer Success

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.

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.

• 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.

• 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.

• 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.

• 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.

• 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 elevate technical issues when needed.

• 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…