Manager, Customer Success

Role Overview

• Team Leadership & Development: Hire, coach, and develop a team of CSMs across experience levels. Set clear expectations, run effective 1:1s and team cadences, and build a culture of accountability, curiosity, and collaboration aligned with Fonoa’s core principles.
• Retention & Growth Ownership: Own the team’s net revenue retention (NRR), gross revenue retention (GRR), and CSM-sourced pipeline targets. Drive rigorous renewal forecasting and partner with Sales on expansion motions.
• Operational Excellence: Establish and maintain the CS operating rhythm, including health score governance, account planning cadences, EBR scheduling, red account management, and internal leadership reporting.
• Customer Escalation Management: Serve as the senior escalation point for at-risk accounts. Lead strategic recovery plans, engage executive sponsors, and coordinate cross-functional response when accounts require direct leadership involvement.
• Playbook & Process Design: Build repeatable playbooks for adoption milestones, renewal, and expansion identification. Codify what “great” looks like so the team can execute consistently across segments.
• Cross-Functional Partnership: Partner with Sales on joint account planning, with Product on feature request prioritization and roadmap feedback, with Professional Services on implementation-to-BAU transitions, and with Support on escalation triage and resolution.
• Voice of the Customer: Aggregate and translate customer intelligence into actionable insights for Product, GTM, and executive leadership. Champion the customer perspective in internal planning and prioritization discussions.
• Performance & Reporting: Define and track team KPIs, including Success Plan and EBR completion rates, time-to-value, and CSM productivity. Deliver clear, concise reporting to CS and GTM leadership.

Requirements

• 5-10 years of experience in Customer Success, Account Management, or a related post-sales function within B2B SaaS, with at least 2–3 years in a people leadership role managing CSMs or equivalent
• Demonstrated ownership of revenue outcomes: NRR, GRR, renewal rates, and expansion pipeline in a recurring revenue business
• Experience managing a portfolio of strategic, enterprise, and mid-market accounts as both a player and coach to a team, with comfort operating across both strategic and scaled engagement models
• Strong operational instincts — you build systems, cadences, and dashboards to run the business, not just the relationships
• A track record of hiring, developing, and retaining high-performing CS professionals across a range of experience levels
• Clear, structured communication skills with the ability to present to executive audiences and translate complex customer situations into business terms
• Comfort working cross-functionally with Sales, Product, Engineering, and Professional Services in a matrixed environment
• A genuine interest in the tax technology and compliance space, or a willingness to develop deep domain expertise quickly
• Energy for building: you thrive in environments where you’re creating structure, not inheriting it

Benefits

• Team Leadership & Development: Hire, coach, and develop a team of CSMs across experience levels. Set clear expectations, run effective 1:1s and team cadences, and build a culture of accountability, curiosity, and collaboration aligned with Fonoa’s core principles.
• Retention & Growth Ownership: Own the team’s net revenue retention (NRR), gross revenue retention (GRR), and CSM-sourced pipeline targets. Drive rigorous renewal forecasting and partner with Sales on expansion motions.
• Operational Excellence: Establish and maintain the CS operating rhythm, including health score governance, account planning cadences, EBR scheduling, red account management, and internal leadership reporting.
• Customer Escalation Management: Serve as the senior escalation point for at-risk accounts. Lead strategic recovery plans, engage executive sponsors, and coordinate cross-functional response when accounts require direct leadership involvement.
• Playbook & Process Design: Build repeatable playbooks for adoption milestones, renewal, and expansion identification. Codify what “great” looks like so the team can execute consistently across segments.
• Cross-Functional Partnership: Partner with Sales on joint account planning, with Product on feature request prioritization and roadmap feedback, with Professional Services on implementation-to-BAU transitions, and with Support on escalation triage and resolution.
• Voice of the Customer: Aggregate and translate customer intelligence into actionable insights for Product, GTM, and executive leadership. Champion the customer perspective in internal planning and prioritization discussions.
• Performance & Reporting: Define and track team KPIs, including Success Plan and EBR completion rates, time-to-value, and CSM productivity. Deliver clear, concise reporting to CS and GTM leadership.