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neo-tax - Customer Success Manager

Remote - Neo.Tax HQ (Remote, Pacific Time Zone)6d ago

Remote Senior NA Software Customer Success Manager Account Management B2B Records Management Customer Onboarding GitHub Jira Close Documentation Customer Success

Requirements

• 5+ years in customer success, account management or implementation at a B2B SaaS company, ideally selling to finance or accounting teams • 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 • Familiarity with the US R&D tax credit (IRC §41), ASC 350-40, or public accounting is a strong plus • Bachelor’s degree in business, finance, accounting or a related field, or equivalent experience

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

Benefits

• You’ll join a small team early and shape how we do customer success, with direct access to leadership and the product team, and real influence over how we grow. • Note: This role requires you to live in and work from the US or Canada. Extended remote work from outside these countries isn’t supported, due to payroll, tax and data-security requirements.