Customer Success Manager

Customer Success ManagerLocation: Chandler, AZ (In-Office)About SorabanSoraban 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 RoleThe 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 You Will DoEngagement & RetentionOwn 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 of your book.Identify and manage at-risk accounts, implementing recovery strategies to protect retention.Own upsell expansion opportunities within your book; partner with Sales on cross-sell motions.Escalate complex issues to Product Specialists to effectively triage while maintaining customer communication.OnboardingOwn the onboarding experience for Enterprise accounts.Assist the Product Specialist team on Mid-Market onboarding.Adhere to established onboarding goals including time to launch across all tiers.Voice of the CustomerServe as the primary advocate for your customers, addressing issues and responding within SLA (1 business day turnaround).Share customer feedback and trends with Product and Engineering.Identify patterns in customer issues and suggest proactive improvements.Help create and improve help documentation, FAQs, and internal knowledge.Collaborate with Sales, Support, Product, and Development to deliver seamless customer experiences.What Success Looks LikeGRR of 85% or higher and NRR of 105% or higher across your book of business.High customer satisfaction (CSAT/NPS) and consistent product engagement across Collect, Deliver, and Connect.Time-to-launch targets hit across all onboarding tiers.Strategic Review cadence completed on schedule across your multi-tier book.SLA adherence across all customer communications and issue resolution.What We Are Looking ForRequiredThree 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.Willingness to work extended hours during the accounting busy season.Customer-first mindset with strong ownership and follow-through.Nice to HaveFamiliarity with the accounting or tax software industry.Familiarity with APIs.Experience with AI-powered workflows.Why SorabanYou will make a direct impact on customers during the moments their business matters most. You will work with modern technology at the intersection of accounting, automation, and AI. And you will join a team that values ownership, curiosity, and customer obsession, with a clear path into Senior CS, Sales, Product, or Leadership roles as we grow.