Customer Success Manager, Tax Programs

Job Description

Customer Success Manager

JDA TSG’s Tax Services Group is expanding our U.S. team and has an immediate opportunity for a Customer Success Manager (CSM) supporting our U.S. client growth and expansion.

You will serve as the primary point of contact with CPA firm clients, working closely with the JDA TSG sales and service teams to help onboard, set and manage client service delivery expectations including forecasting and delivery of tax returns, client satisfaction, retention, and growth. As team lead, you will also help develop relevant documentation for new team members.

Salary: $70,000 + bonus potential up to 30%

Location: 100% Remote (U.S.)

Responsibilities

• Onboard new clients (CPA firms) as the connection between sales and service.
• Foster client engagement to build and maintain successful partnerships.
• Effectively communicate with clients to understand types of returns, projected volume over time, and delivery expectations.
• Support Program Manager in all initiatives related to client success.
• Closely monitor tax return output and client satisfaction.
• Maintain strong lines of communication with Tax Managers.
• Proactively provide reporting on success metrics for each firm to Program Manager
• Identify and quickly call out any concerns related to client success, satisfaction, and potential churn risk.
• Build baseline structure of the CSM role for Accounting Pros including core metrics, playbooks, etc.
  
  

Key Metrics Of Focus

• NPS Score
• Renewal and Churn Rates
• Upsell / Cros-sell rates (as become applicable)
• Return volume executed vs. volume projected ratio
  
  

Requirements

• Minimum of 2 years of experience in a similar role.
• Proven track record of building customer relationships and driving adoption.
• A customer-centric approach to addressing client issues and finding creative solutions.
• Strong project management skills in a fast-paced environment, adept at managing multiple accounts in various stages.
• A focus on achieving high client retention rates, satisfaction scores, and overall success metrics.
• Ability to upsell and cross-sell solutions that benefit both the client and JDA TSG.
  
  

About JDA TSG

At JDA TSG, our core values provide the framework that allows us to continually focus on what made us successful in the first place. Quite simply, our values inform everything that we do. We knew from day one that if we hired smart, passionate people and provided them meaningful yet challenging roles, we will thrive as an organization. We are excited to be here, doing meaningful work.

Benefits And Perks

• Healthcare - Comprehensive coverage for you and your family
• Employee Assistance Program - Get support when you or your family need it with counseling and coaching
• 401K with company match
• Paid time off
• Paid parental leave
• Volunteer Day Off
• Life insurance - Protect your loved ones and their future
• Business travel accident insurance
  
  

JDA TSG is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We are interested in every qualified candidate who is eligible to work in the United States.