AI tax workflow platform for accounting firms. Backed by Y Combinator.
About the role
The Customer Success Manager manages a blended portfolio spanning SMB, Mid-Market, and Enterprise accounts, adapting engagement depth to meet the needs of each tier. You will own the full customer relationship across retention, adoption, and expansion, serving as a strategic partner to your book to drive engagement and value. You will work closely with the Product Specialist team on onboarding and collaborate with Sales and Product to deliver seamless customer experiences.
What they're looking for
- Three or more years of experience in SaaS Customer Success or Account Management
- Demonstrated experience managing accounts across varying sizes and complexity levels
- Ability to build senior-level relationships at Mid-Market and Enterprise accounts while maintaining operational discipline across a high-volume SMB book
- Strong customer communication skills across email, phone, and chat
- Ability to explain technical concepts clearly to non-technical users
- Experience working with CRM or support tools, HubSpot experience is a plus
More about this role
Soraban helps accounting firms work smarter by combining automation, AI-powered workflows, and modern tools into one platform. Our customers rely on us during their most critical moments, especially the busy season, and we take that responsibility seriously. If you are customer-obsessed, curious about technology, and energized by solving real problems, you will thrive here.
The Customer Success Manager manages a blended portfolio spanning SMB, Mid-Market, and Enterprise accounts, adapting engagement depth to meet the needs of each tier. You will own the full customer relationship across retention, adoption, and expansion, serving as a strategic partner to your book to drive engagement and value. You will work closely with the Product Specialist team on onboarding and collaborate with Sales and Product to deliver seamless customer experiences.
- Own a blended portfolio of SMB, Mid-Market, and Enterprise accounts, driving strong GRR and NRR through proactive engagement and adoption across all product modules.
- Execute renewal motions and lead commercial conversations to secure retention across assigned accounts through regular check-ins and Strategic Reviews calibrated to the needs...
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