Note: The job is a remote job and is open to candidates in USA. Kintsugi is an AI-powered sales tax compliance platform designed for modern businesses. The Customer Success Manager will own the full customer lifecycle, ensuring successful onboarding, ongoing customer health, and securing renewals.
Responsibilities
- Run structured kickoff calls, product walkthroughs, and milestone check-ins that keep customers moving and confident
- Drive registrations and first filings within 30 days so customers see real compliance value fast—not just a completed setup
- Proactively spot at-risk onboardings and course-correct before delays compound
- Troubleshoot setup and configuration issues in real time, knowing when to resolve yourself and when to escalate to Support or Engineering
- Monitor account health signals post-launch and act before customers churn or disengage
- Run regular business reviews with customers to track compliance health, surface new jurisdiction exposure, and demonstrate Kintsugi ROI
- Identify expansion opportunities—new states, new entities, product add-ons—and partner with Sales to close them
- Help customers navigate sales tax complexity: nexus changes, filing deadlines, audit readiness, and state-specific rules
- Serve as the first point of contact for customer escalations—triaging urgency, setting expectations, and coordinating resolution across Support, Engineering, and Product
- Own escalation communication end-to-end: keep the customer informed, drive internal accountability, and close the loop with a root cause summary
- Recognize patterns in escalations and surface systemic issues to Product and Engineering before they become widespread
- Own renewal forecasting and execution for your book of business—no surprises at contract end
- Build strong enough relationships that renewal conversations happen early and customers advocate for expanding their investment
- Flag at-risk renewals to leadership with a clear action plan and timeline
- Track and report on key metrics: time-to-value, CSAT, retention, expansion revenue, and renewal rate
- Partner with Sales on handoffs, with Support on escalations, and with Product to close the customer feedback loop
- Help build and refine our CS playbooks—you’re not just running the process, you’re improving it
Skills
- 3+ years in customer success, account management, or implementation—ideally in SaaS with a technical or compliance product
- Track record owning the full customer lifecycle, not just onboarding or renewals in isolation
- Strong communicator who can explain sales tax complexity clearly to a CFO and a developer in the same week
- Organized and calm under pressure—you can manage 20+ active accounts, an escalation queue, and a renewal pipeline without losing the thread
- Escalation experience: you've been the person customers call when things go wrong, and you've made it better
- Relentlessly curious— you dig past symptoms to find root causes, ask the uncomfortable 'why' questions, and push for real fixes over band-aids
- Familiarity with sales tax, accounting, or finance compliance is a strong plus
- Comfortable with CRMs and ticketing tools (HubSpot, DevRev, Salesforce, Zendesk, Pylon, Churnzero etc.)
Benefits
- Health, dental, and vision insurance
- 401(k)
- Remote-friendly within the US
Company Overview