Manager, Customer Success

🕒 May 13

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Fonoa

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

💳 Fintech

📋 Compliance

☁️ SaaS

💰 $60M Series B on 2022-07

Fintech • Compliance • SaaS

Fonoa is a global tax automation platform that revolutionizes tax compliance for businesses worldwide. It provides services such as tax ID validation, tax rate determination, compliant invoicing and e-invoicing, real-time tax data reporting, and domestic tax returns filing. By integrating seamlessly into various global markets, Fonoa aids companies in adhering to constantly changing tax regulations and supports tax compliance at the transaction level. The platform is particularly beneficial for marketplaces, software companies, and digital content providers by automating tax processing and ensuring compliance with evolving tax laws across more than 100 countries.

📋 Description

• Team Leadership & Development: Hire, coach, and develop a team of CSMs across experience levels. Set clear expectations, run effective 1:1s and team cadences, and build a culture of accountability, curiosity, and collaboration aligned with Fonoa’s core principles. • Retention & Growth Ownership: Own the team’s net revenue retention (NRR), gross revenue retention (GRR), and CSM-sourced pipeline targets. Drive rigorous renewal forecasting and partner with Sales on expansion motions. • Operational Excellence: Establish and maintain the CS operating rhythm, including health score governance, account planning cadences, EBR scheduling, red account management, and internal leadership reporting. • Customer Escalation Management: Serve as the senior escalation point for at-risk accounts. Lead strategic recovery plans, engage executive sponsors, and coordinate cross-functional response when accounts require direct leadership involvement. • Playbook & Process Design: Build repeatable playbooks for adoption milestones, renewal, and expansion identification. Codify what “great” looks like so the team can execute consistently across segments. • Cross-Functional Partnership: Partner with Sales on joint account planning, with Product on feature request prioritization and roadmap feedback, with Professional Services on implementation-to-BAU transitions, and with Support on escalation triage and resolution. • Voice of the Customer: Aggregate and translate customer intelligence into actionable insights for Product, GTM, and executive leadership. Champion the customer perspective in internal planning and prioritization discussions. • Performance & Reporting: Define and track team KPIs, including Success Plan and EBR completion rates, time-to-value, and CSM productivity. Deliver clear, concise reporting to CS and GTM leadership.

🎯 Requirements

• 5-10 years of experience in Customer Success, Account Management, or a related post-sales function within B2B SaaS, with at least 2–3 years in a people leadership role managing CSMs or equivalent • Demonstrated ownership of revenue outcomes: NRR, GRR, renewal rates, and expansion pipeline in a recurring revenue business • Experience managing a portfolio of strategic, enterprise, and mid-market accounts as both a player and coach to a team, with comfort operating across both strategic and scaled engagement models • Strong operational instincts — you build systems, cadences, and dashboards to run the business, not just the relationships • A track record of hiring, developing, and retaining high-performing CS professionals across a range of experience levels • Clear, structured communication skills with the ability to present to executive audiences and translate complex customer situations into business terms • Comfort working cross-functionally with Sales, Product, Engineering, and Professional Services in a matrixed environment • A genuine interest in the tax technology and compliance space, or a willingness to develop deep domain expertise quickly • Energy for building: you thrive in environments where you’re creating structure, not inheriting it

🏖️ Benefits

• Team Leadership & Development: Hire, coach, and develop a team of CSMs across experience levels. Set clear expectations, run effective 1:1s and team cadences, and build a culture of accountability, curiosity, and collaboration aligned with Fonoa’s core principles. • Retention & Growth Ownership: Own the team’s net revenue retention (NRR), gross revenue retention (GRR), and CSM-sourced pipeline targets. Drive rigorous renewal forecasting and partner with Sales on expansion motions. • Operational Excellence: Establish and maintain the CS operating rhythm, including health score governance, account planning cadences, EBR scheduling, red account management, and internal leadership reporting. • Customer Escalation Management: Serve as the senior escalation point for at-risk accounts. Lead strategic recovery plans, engage executive sponsors, and coordinate cross-functional response when accounts require direct leadership involvement. • Playbook & Process Design: Build repeatable playbooks for adoption milestones, renewal, and expansion identification. Codify what “great” looks like so the team can execute consistently across segments. • Cross-Functional Partnership: Partner with Sales on joint account planning, with Product on feature request prioritization and roadmap feedback, with Professional Services on implementation-to-BAU transitions, and with Support on escalation triage and resolution. • Voice of the Customer: Aggregate and translate customer intelligence into actionable insights for Product, GTM, and executive leadership. Champion the customer perspective in internal planning and prioritization discussions. • Performance & Reporting: Define and track team KPIs, including Success Plan and EBR completion rates, time-to-value, and CSM productivity. Deliver clear, concise reporting to CS and GTM leadership.