Customer Success Manager

Responsibilities

• Recommend strategies for adoption and usage to optimize customer engagement with indirect tax solutions
• Generate case studies and cultivate referenceable customers to maximize CLTV
• Identify opportunities for upselling and cross-selling to foster account growth
• Oversee the customer portfolio from onboarding to renewal to ensure high NPS and satisfaction
• Monitor account health to ensure achievement of desired outcomes
• Establish strong connections with key customer stakeholders and executive sponsors
• Facilitate successful deployment of tax solutions aligned with customer needs
• Act as a liaison between customers and the Product Team to deliver insights for product enhancement

Requirements

• 5+ years in customer success, project management, or account management
• 3+ years of experience in Enterprise B2B SaaS environments
• Proven ability to build relationships with C-suite executives and customer champions
• Strong communication skills for both technical and non-technical stakeholders
• Aptitude for learning API-first products
• Entrepreneurial mindset with the ability to execute with urgency
• Experience with indirect tax (Sales/Use Tax, VAT) or corporate indirect tax compliance
• Exposure to tax processes and operational assessments

About the Company

Fonoa is the Tax Operating System for autonomous tax. Using AI to track rules and act on obligations, Fonoa's modular infrastructure covers the full indirect tax lifecycle, including tax ID validation, real-time determination, e-invoicing, and returns. Fonoa is trusted by companies like Canva, Netflix, Spotify, Uber, Zoom, and Booking.com.