Customer Usage and Adoption Lead

Black Ore is building the leading AI platform designed to accelerate financial services. The company's flagship offering, Tax Autopilot, leverages proprietary AI agents to automate tax preparation and compliance, helping CPA & tax firms overcome the talent shortage and accelerate growth for their practice.
Founded in 2022, we launched with $60 million in early stage funding from some of the world's leading investors including a16z, Founders Fund, General Catalyst, Khosla Ventures, Oak HC/FT, Trust Ventures and leading tech founders/angel investors including Jason Gardner (Founder and CEO of Marqeta), Max Levchin (Founder of Paypal and Aff
Our team has an incredibly ambitious vision to completely transform the way businesses and consumers interact in financial services. We're looking to hire strong team members to grow the team. Some of the traits we look for are:
Owner Mentality - Desire to take initiative, identify problems, and implement solutions
Mission Driven - Passion for building AI/ML solutions that reimagine how businesses and consumers operate
Intellectually Curious - Excitement going deep for building detailed understanding of the function, role, customer, and problem space
Team Oriented - Ability to collaborate respectfully and put the team above the self
The Role
Black Ore is building the leading AI platform designed to accelerate financial services. Our flagship offering, Tax Autopilot, uses proprietary AI agents to automate tax preparation and compliance, helping CPA and tax firms overcome the talent shortage and grow their practices.
Founded in 2022, we launched with $60 million in early-stage funding from leading investors including a16z, Founders Fund, General Catalyst, Khosla Ventures, Oak HC/FT and Trust Ventures, along with founders and operators such as Jason Gardner (Marqeta), Max Levchin (PayPal, Aff
We look for people who bring:
Owner mentality:

you take initiative, spot problems and implement solutions.
Mission drive:

you're excited to build AI that changes how financial services work.
Intellectual curiosity:

you go deep on the function, the customer and the problem.
Team orientation:

you collaborate respectfully and put the team first.
The Role

We're hiring our first Customer Adoption and Usage Lead to drive adoption, value and renewal across every firm that buys Black Ore. Adopting Black Ore changes how a firm prepares returns, so our revenue depends on strong onboarding, training and consistent usage. You'll sit on the intersection of Product and go-to-market team, partnering closely with Account Executives and our Forward Deployed Accountants. You'll own adoption and usage across our customer base, build the playbooks and programs that scale it, and make sure the firms we sign turn into renewals, expansions and references. You'll report to our Head of Sales.
What You'll Do

Own adoption across the book:

set targets for how much contracted return volume each firm runs through Black Ore, and own hitting them.
Build onboarding and enablement:

design the onboarding journey from signature to first returns processed, plus training programs for preparers, reviewers and firm leaders.
Monitor health and act early:

build usage dashboards and account health scores, spot accounts falling behind, and step in before they become renewal risk.
Drive renewals and expansion:

partner with AEs on renewal strategy, flag expansion signals when firms hit capacity, and help build referenceable customers.
Lead change management:

work with firm partners and managers to embed Tax Autopilot in their workflow and win over skeptical staff.
Create the playbooks:

standardize kickoffs, adoption plans, business reviews and escalation paths so FDAs and the account team can run them at scale.
Bring the customer to R&D:

share usage trends and blockers with Product so the roadmap reflects what drives adoption.
You're comfortable:
Building a function from scratch, with no existing playbook to follow
Owning a number, whether that's adoption, retention or renewals, and being accountable for it
Sitting in renewal and expansion conversations alongside sales
Leading change with busy, skeptical end users during their most stressful season
Using usage data to prioritize where you spend your time and to tell a clear story to leadership
Required:
6+ years in customer success, account management, implementation or adoption roles at a B2B SaaS company
2+ years leading a team or function
A track record of improving adoption, retention or net revenue retention, with the numbers to show for it
Experience building onboarding, enablement and customer health programs
Preferred:

Experience selling to or serving CPA, accounting, legal or other professional services firms
Background with vertical software or AI products, where trust and accuracy drive adoption
Experience with CS platforms such as Gainsight, Vitally or ChurnZero, and with Salesforce or HubSpot
Familiarity with how CPA firms work during busy season
What We Offer:
Competitive salary and equity based compensation
Platinum, 100% Employer-paid medical, dental and vision insurance
Health Savings Account (HSA) and Flexible Spending Account (FSA)
Additional Health programs (e.g., One Medical, Talkspace, Kindbody)
401K, Roth 401k and other employer sponsored investment benefits
Unlimited PTO
Relocation support to NYC (as needed)
Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.
As set forth in Black Ore's Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.
If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:
A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.
A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

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