Senior Customer Success Specialist - Tax & Accounting

Senior Customer Success Specialist

We are looking for a Senior Customer Success Specialist to join our Tax and Accounting division and play a critical role in helping our customers achieve meaningful, measurable outcomes from our products and services.

This is a post-sale, customer-facing role responsible for owning customer relationships across the full lifecycle from onboarding through renewal readiness and advocacy. You will act as a trusted advisor, ensuring customers achieve measurable business value from the company's products and services. This role exists to accelerate customer time-to-value, drive adoption and retention, proactively manage risk, and support revenue protection and growth through strong partnerships and data-driven engagement. The Customer Success Specialist independently manages a portfolio of customers, influences renewal and expansion outcomes in partnership with Sales, and serves as the internal advocate for customer priorities across Sales, Support, Professional Services, and Product.

This role operates with a high degree of independence, manages complex customer engagements, and partners closely with internal teams including Sales, Support, Professional Services, and Product.

Essential Duties and Responsibilities

• Lead outcome-focused customer onboarding by validating customer business goals, success criteria, scope, and constraints, establishing onboarding and adoption plans, and coordinating with internal delivery teams to ensure customers achieve early, measurable business value rather than only technical implementation.
• Develop, co-create, and maintain Customer Success Plans that define customer business objectives, priority use cases, success metrics, milestones, and timelines, and use these plans as the primary framework for guiding ongoing engagement, alignment, and decision-making.
• Own proactive customer health management by monitoring adoption, engagement, support trends, survey feedback, and progress against milestones; maintaining accurate health assessments; identifying early warning signs of risk or churn; and initiating timely, data-driven interventions.
• Execute lifecycle-based customer engagement strategies by conducting regular value-based check-ins, introducing new use cases and best practices, adjusting engagement cadence based on customer maturity and complexity, and continuously reinforcing delivered value to prevent stagnation.
• Serve as the internal point of coordination for assigned accounts by aligning Sales, Support, Professional Services, and Product teams around customer priorities, risks, and outcomes, and by representing the customer's voice to ensure a consistent and unified customer experience.
• Plan and facilitate Executive Business Reviews that assess outcomes achieved versus plan, articulate value realized, highlight adoption and health insights, identify risks and mitigation actions, and align future priorities, using EBRs as a key checkpoint for renewal readiness.
• Support customer renewals and expansion efforts by ensuring customers are renewal-ready well in advance of contract milestones, identifying expansion opportunities based on outcomes achieved and value realized, reducing friction during the renewal process, and partnering with Sales on commercial discussions.
• Build and nurture customer advocacy by identifying customers who have realized meaningful outcomes and facilitating advocacy activities such as references, case studies, testimonials, advisory councils, and speaking opportunities aligned to delivered value.
• Resolve complex customer challenges by diagnosing root causes, leading cross-functional resolution efforts, balancing immediate remediation with long-term success considerations, and preventing recurrence of systemic issues.
• Drive continuous improvement by collecting structured customer feedback, sharing insights with Product and Leadership teams, identifying recurring friction points across the customer base, and contributing to the refinement of onboarding, health monitoring, and engagement practices.

Other Duties

Performs other duties as assigned by supervisor.

Job Qualifications

Education: Bachelor's degree in Business, Marketing, Communications, Information Systems, or a related field, or equivalent

• Experience managing post-sales customer relationships across the full lifecycle (onboarding, adoption, renewal readiness)
• Experience working in a B2B, SaaS, technology, or solutions-based environment
• Experience supporting renewal and expansion efforts in partnership with Sales
• Experience engaging with senior or executive-level customer stakeholders

Preferred:

• Foundational knowledge of Tax and Accounting concepts (knowledge of Audit, Tax, and CPA firms and how they operate, a huge plus)
• Hands on experience owning a book of business
• Experience leading Executive Business Reviews (EBRs)
• Familiarity with Customer Success tools and CRM systems (Salesforce, Certinia, etc)
• Formal Customer Success or account management certifications
• Experience contributing customer insights to product or process improvement initiatives
• CPA certification

Other Knowledge, Skills, Abilities or Certifications: (First list requirements, followed by preferences.)

Required:

• Demonstrated ability to own customer outcomes and value realization
• Strong analytical skills with the ability to interpret customer usage, engagement, and health data
• Proven ability to manage complex customer situations independently
• Strong cross-functional collaboration skills across Sales, Support, Professional Services, and Product
• Excellent verbal and written communication skills, including facilitation of business-focused customer discussions
• Ability to prioritize, manage multiple accounts, and operate proactively in a dynamic environment

Travel requirements

>10%

Physical Demands

Normal office environment.

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all duties and responsibilities and requirements.