Customer Success Manager

Neo.Tax is hiring a Customer Success Manager to manage post-sale relationships with customers from kickoff through renewal. The role coordinates onboarding and ongoing customer workflows, supports accurate R&D studies and software capitalization schedules, resolves issues, and drives retention and account growth.

Responsibilities:

• Lead customer onboarding: connect Jira and GitHub, collect payroll and cost data, and set the timeline for each customer’s first study or close cycle
• Run the ongoing rhythm with each account, such as monthly capitalization updates, data refreshes, and annual R&D study and filing deadlines
• Be the go-to contact for questions; troubleshoot data and integration issues alongside our tax, engineering and solutions teams
• Explain results clearly to CFOs, controllers, tax directors and outside CPAs
• Track account health and usage, and spot risks early
• Own renewals and find expansion opportunities, such as adding software capitalization for an R&D credit customer
• Bring customer feedback to the product team, and build the playbooks and documentation that help us scale

Requirements:

• 5+ years in customer success, account management or implementation at a B2B SaaS company
• Comfort with data: you're at home in spreadsheets, can reconcile messy payroll or cost files, and don't flinch at an API integration
• Clear written and spoken communication, including turning technical or tax concepts into plain language for executives
• A track record of managing several accounts and deadlines at once without dropping details
• Ownership: you treat retention and renewals as your number
• Bachelor's degree in business, finance, accounting or a related field, or equivalent experience
• ideally selling to finance or accounting teams
• Familiarity with the US R&D tax credit (IRC • 41), ASC 350-40, or public accounting is a strong plus