Talent.com
Customer Success Manager ($110k OTE)
Customer Success Manager ($110k OTE)Soraban • Tempe, AZ, US
Customer Success Manager ($110k OTE)

Customer Success Manager ($110k OTE)

Soraban • Tempe, AZ, US
30+ days ago
Job type
  • Full-time
Job description

Customer Success Manager

Soraban is a fast-growing, Series Afunded B2B startup with double-digit ARR growth every month. Our mission is to equip accounting firms with cutting-edge solutions that optimize their information intake processes. Through continuous innovation and integrity, we aim to modernize the accounting fieldmaking it more customer-centric and enhancing the lives of accountants and their clients.

With our customer base rapidly expanding, we're looking for a Customer Success Manager who will play a pivotal role in ensuring our customers achieve long-term success with Soraban.

Location : Tempe, Arizona (Hybrid 34 in office till November 1st), 5 Days / week required after Nov 1st.

Role Overview

As a Customer Success Manager, you will manage a portfolio of customer accounts, driving retention, satisfaction, and growth. You'll work closely with our customers to help them realize the full value of Soraban, while also identifying upsell and cross-sell opportunities to support their evolving needs. You will also take ownership of onboarding new customers, ensuring a smooth transition into Soraban and building your own book of business from the ground up. This role requires heavy involvement in cross-team collaboration with Sales, Support, Product, and Development to deliver seamless experiences. It is a hands-on role that demands adaptability, strong communication, and a passion for customer success in a fast-paced startup environment.

What You'll Do

  • Own a portfolio of customer accounts, maintaining high levels of retention while driving strong product engagement and adoption.
  • Build trusted relationships with customers, conducting regular check-ins and Bi-Annual Business Reviews (BBRs).
  • Onboard new customers, ensuring a smooth transition into Soraban and building your own book of business.
  • Serve as the primary advocate for your customers, addressing issues quickly and effectively within SLA (1 business day turnaround).
  • Collaborate closely with Sales, Support, Product, and Development teams to deliver seamless customer experiences.
  • Stay up to date on Soraban's product features, internal tools, and industry best practices.
  • Contribute to process improvements and share knowledge across the Customer Success team.

Who We're Looking For

Personality & Capabilities

  • Quick to Adapt Comfortable navigating evolving products and processes.
  • Clear Communicator Transparent, direct, and proactive in sharing bandwidth or learning curve challenges.
  • Lighthearted but Focused Balances professionalism with approachability.
  • Knowledge Driven Eager to learn continuously and stay updated on tools and best practices.
  • Process-Oriented Comfortable following structured workflows, while suggesting improvements.

    • Requirements

  • Bachelor's degree required.
  • 3+ years of experience in Customer Success or Account Management.
  • 1+ year of experience in the tax or accounting industry.
  • Experience managing retention and growth within your own book of business.
  • Flexibility to work extended hours during the accounting busy season.

    • Bonus Points If You :

  • Are a self-starter who thrives without rigid task lists.
  • Show persistence and determination to overcome challenges.
  • Take initiative and "go through walls" to get the job done.

    • Compensation & Benefits

    As an early team member at a Series A company, you'll have outsized growth, impact, and career progression opportunities.

  • Base Salary : $85,000 annually.
  • Bonus : $25,000 annually, paid quarterly ($6,250 per quarter), based on retention, CSAT, and contribution to company goals.
  • On-Target Earnings (OTE) : $110,000 annually (Base + Bonus at goal).

    • Perks & Benefits

  • Dynamic and supportive work environment with strong "promote-from-within" culture.
  • Flexible PTO (minimum 15 days / year) plus paid holidays.
  • Comprehensive health benefits (medical & dental).
  • Team-building activities and company socials.
  • Opportunity to transform the accounting industry with innovative SaaS solutions.

    • Key Objectives

  • Account Retention & Growth

    • Maintain a high level of customer retention across assigned accounts.

  • Drive strong customer adoption, engagement, and ongoing product usage.
  • Contribute to Soraban's expansion growth and Net Revenue Retention (NRR) goals.
  • Onboarding & Time-to-Value (TTV)

    • Successfully onboard new customers, ensuring a smooth handoff from Sales.

  • Shorten Time-to-Value by guiding customers to early measurable outcomes within 3060 days.
  • Track and improve onboarding completion rates.
  • Customer Engagement

    • Deliver consistently high levels of customer satisfaction in all interactions.

  • Conduct regular check-ins and Bi-Annual Business Reviews (BBRs) with assigned accounts.
  • Ensure consistent value delivery that aligns with customer business goals.
  • Health Monitoring & Risk Management

    • Proactively monitor customer health scores and usage metrics.

  • Identify at-risk accounts early and implement recovery playbooks.
  • Escalate risks appropriately and partner cross-functionally to secure retention.
  • Voice of the Customer (VOC)

    • Capture, synthesize, and share customer feedback with Product and Development teams.

  • Act as a customer advocate in roadmap discussions and process improvements.
  • Help build a scalable feedback loop that informs both product and customer experience.
  • Operational Excellence

    • Respond to all customer communications within SLA (1 business day).

  • Address and resolve issues promptly, maintaining account health and customer trust.
  • Document and refine best practices to improve efficiency and consistency.
  • Collaboration & Teamwork

    • Partner with Sales, Support, Product, and Development teams to ensure seamless customer experiences.

  • Share insights and best practices across the Customer Success team.
  • Contribute to scaling CS operations through process documentation, tooling, and peer enablement.

    • Why Soraban?

  • Be part of a fast-growing startup at the forefront of transforming accounting.
  • Join a team where your contributions have a direct impact on customer success and company growth.
  • Work in a culture of innovation, transparency, and collaboration.

    • Apply now and help shape the future of accounting with Soraban!

    Create a job alert for this search

    Customer Manager • Tempe, AZ, US