Customer Success Manager

About Kintsugi Kintsugi is the AI-powered sales tax compliance platform built for modern businesses. We automate the complexity of multi-jurisdiction tax compliance for e-commerce, SaaS, and high-growth companies—so they can focus on scaling, not spreadsheets. As we grow our customer base, we’re building a world-class customer success team that owns outcomes from day one through renewal. About the Role You’ll own the full customer lifecycle for a book of sales tax customers—from kickoff call through renewal. This isn’t a hand-off role. You’re the primary relationship owner who drives time-to-value during onboarding, keeps customers healthy and expanding in the middle, and secures renewals at the end. You’ll also be the escalation point for customers hitting critical issues, triaging fast and advocating hard to get them resolved. What You’ll Do Onboarding & Launch Run structured kickoff calls, product walkthroughs, and milestone check-ins that keep customers moving and confident. Drive registrations and first filings within 30 days so customers see real compliance value fast—not just a completed setup Proactively spot at-risk onboardings and course-correct before delays compound. Troubleshoot setup and configuration issues in real time, knowing when to resolve yourself and when to escalate to Support or Engineering. Ongoing Success & Expansion Monitor account health signals post-launch and act before customers churn or disengage. Run regular business reviews with customers to track compliance health, surface new jurisdiction exposure, and demonstrate Kintsugi ROI. Identify expansion opportunities—new states, new entities, product add-ons—and partner with Sales to close them. Help customers navigate sales tax complexity: nexus changes, filing deadlines, audit readiness, and state-specific rules. Escalations Serve as the first point of contact for customer escalations—triaging urgency, setting expectations, and coordinating resolution across Support, Engineering, and Product. Own escalation communication end-to-end: keep the customer informed, drive internal accountability, and close the loop with a root cause summary. Recognize patterns in escalations and surface systemic issues to Product and Engineering before they become widespread. Renewals Own renewal forecasting and execution for your book of business—no surprises at contract end. Build strong enough relationships that renewal conversations happen early and customers advocate for expanding their investment. Flag at-risk renewals to leadership with a clear action plan and timeline. Process & Product Track and report on key metrics: time-to-value, CSAT, retention, expansion revenue, and renewal rate. Partner with Sales on handoffs, with Support on escalations, and with Product to close the customer feedback loop. Help build and refine our CS playbooks—you’re not just running the process, you’re improving it. What We’re Looking For 3+ years in customer success, account management, or implementation—ideally in SaaS with a technical or compliance product. Track record owning the full customer lifecycle, not just onboarding or renewals in isolation. Strong communicator who can explain sales tax complexity clearly to a CFO and a developer in the same week. Organized and calm under pressure—you can manage 20+ active accounts, an escalation queue, and a renewal pipeline without losing the thread. Escalation experience: you’ve been the person customers call when things go wrong, and you’ve made it better. Relentlessly curious— you dig past symptoms to find root causes, ask the uncomfortable "why" questions, and push for real fixes over band-aids. Familiarity with sales tax, accounting, or finance compliance is a strong plus. Comfortable with CRMs and ticketing tools (HubSpot, DevRev, Salesforce, Zendesk, Pylon, Churnzero etc.). Benefits Salary Health, dental, and vision insurance and 401(k). Remote-friendly within the US. Join us and help businesses take control of their sales tax compliance