Customer Success Account Manager - Tech Touch

Compensation: No equity

About TaxDome At TaxDome, we’re building the #1 practice management platform for accounting firms in the US and globally. Founded in 2017, we’ve grown into a 400+ fully remote team across 40+ countries, serving tens of thousands of businesses worldwide with millions of end clients.

How we work You’ll be part of a globally distributed team built on trust, ownership, and self-management.

We focus on outcomes over activity — prioritizing clear ownership, pragmatic decision-making, and accountability for results over rigid processes. Collaboration is central to how we operate: we communicate openly, involve the right people early, and continuously improve how we build products and teams together.

About this role We’re looking for a Customer Success Account Manager - Tech Touch to join our Customer Success Team and help us drive revenue retention and expansion across a portfolio of ~1,000 SMB accounts. In this role, you’ll have the opportunity to take ownership, make meaningful decisions, and directly impact the long-term growth of our smallest but most numerous clients.

Timezone: This role is aligned to US Eastern Time (ET). Candidates should be able to work ET hours.

What you’ll be responsible for

• Own NRR and GRR outcomes across a portfolio of ~1,000 SMB firms — proactively identifying expansion opportunities, detecting churn signals early, and intervening before accounts reach the point of no return.
• Run strategic 1:1 calls for expansion, risk, and reactivation scenarios, and conduct proactive outbound to unresponsive or recently churned customers with the composure to turn difficult conversations into productive ones.
• Leverage HubSpot sequences, automated nudges, and usage data to maintain consistent engagement at scale, reserving direct outreach for the moments where it creates the most leverage.
• Oversee self-serve onboarding progress across your portfolio, step in when firms stall before reaching activation milestones, and position paid implementation services as part of a broader value conversation.
• Partner with Support, Education, and CS Ops to resolve blockers quickly, sharpen onboarding flows, and build the health scoring and automation logic that makes the whole tech-touch motion more effective.
• Feed structured product insights back to the Product team — patterns you observe across 1,000 accounts are signal, not noise, and your perspective directly shapes roadmap decisions.

What you bring

Must-have

• At least 1 year of experience in a tech company in customer success, account management, or sales — you understand the SaaS customer lifecycle and what drives retention and expansion.
• Comfortable running high volumes of outbound calls and handling objections with composure — this role has a meaningful phone component and rewards people who don't avoid it.
• Fluency in CS metrics: you think in NRR, GRR, churn rate, and expansion revenue, and you use data to decide where to spend your time across a large portfolio.
• High ownership and self-organization — managing ~1,000 accounts means building your own operating rhythm rather than waiting to be told what to do next.
• Revenue-driven mindset with genuine excitement about helping customers grow — you see expansion not as a quota, but as a natural outcome of doing CS well.

Nice-to-have

• Prior experience in a scaled or high-volume CS environment where automation and human judgment had to work in tandem.
• Hands-on HubSpot experience — sequences, task workflows, pipeline views, and contact management.

What we offer At TaxDome, we aim to create an environment where people can do their best work and grow alongside the company.

• Competitive compensation, paid in USD
• Fully remote work with flexible hours
• 30 paid days off annually, plus sick days as needed
• Health & well-being support
• Learning & development budget to support your professional growth
• English lessons reimbursement
• Co-working space reimbursement
• Company-provided equipment (conditions may vary depending on the role)
• A high level of autonomy and ownership in your work
• The opportunity to make a real impact in a fast-growing global SaaS company
• A collaborative, international team with a strong product mindset

If you’re excited about this opportunity and believe you could make an impact at TaxDome, we’d love to hear from you.

Please note, due to the high volume of applications, we are only able to contact shortlisted candidates. We appreciate your interest in the role!