Fonoa
tax technology
Manager,CustomerSuccess
“Manager, Customer Success at Fonoa. Skills: Team Leadership & Development, Retention & Growth Ownership, Operational Excellence, Customer Escalation Management, Playbook & Process Design, Cross-Functional Partnership, Voice of the Customer, Performance & Reporting. Lead and develop a team of Customer Success Managers responsible for driving adoption, retention, and expansion across Fonoa’s customer base. Own the operational cadence of the CS team, from pipeline and renewal forecasting to health ”
What You'll Achieve.
driving adoption, retention, and expansion across Fonoa’s customer base; net revenue retention (NRR); gross revenue retention (GRR); CSM-sourced pipeline targets; renewal forecasting; expansion motions; health score governance; account planning cadences; EBR scheduling; red account management; internal leadership reporting; senior escalation point for at-risk accounts; strategic recovery plans; Success Plan and EBR completion rates; time-to-value; CSM productivity
Industry & Context.
What They're Looking For.
Must Have
5-10 years of experience in Customer Success, Account Management, or a related post-sales function within B2B SaaS, at least 2–3 years in a people leadership role managing CSMs or equivalent, Demonstrated ownership of revenue outcomes: NRR, GRR, renewal rates, and expansion pipeline in a recurring revenue business, Experience managing a portfolio of strategic, enterprise, and mid-market accounts as both a player and coach to a team, operational instincts — you build systems, cadences, and dashboards to run the business, not just the relationships, A track record of hiring, developing, and retaining high-performing CS professionals across a range of experience levels, Clear, structured communication skills with the ability to present to executive audiences and translate complex customer situations into business terms, Comfort working cross-functionally with Sales, Product, Engineering, and Professional Services in a matrixed environment
Nice to Have
A genuine interest in the tax technology and compliance space, or a willingness to develop deep domain expertise quickly, Energy for building: you thrive in environments where you’re creating structure, not inheriting it
What You'll Do.
Lead and develop a team of Customer Success Managers responsible for driving adoption
and expansion across Fonoa’s customer base
Own the operational cadence of the CS team
from pipeline and renewal forecasting to health score governance and escalation management
Partner closely with Sales
and Product to deliver customer outcomes at scale
Build a high-performing team culture
establishing repeatable playbooks
and translating customer intelligence into strategic inputs for the business
and develop a team of CSMs across experience levels
Set clear expectations
run effective 1: 1s and team cadences
and build a culture of accountability
and collaboration aligned with Fonoa’s core principles
Own the team’s net revenue retention (NRR)
gross revenue retention (GRR)
and CSM-sourced pipeline targets
Drive rigorous renewal forecasting and partner with Sales on expansion motions
Establish and maintain the CS operating rhythm
including health score governance
account planning cadences
red account management
and internal leadership reporting
Serve as the senior escalation point for at-risk accounts
Lead strategic recovery plans
engage executive sponsors
and coordinate cross-functional response when accounts require direct leadership involvement
Build repeatable playbooks for adoption milestones
and expansion identification
Codify what “great” looks like so the team can execute consistently across segments
Partner with Sales on joint account planning
Partner with Product on feature request prioritization and roadmap feedback
Partner with Professional Services on implementation-to-BAU transitions
Partner with Support on escalation triage and resolution
Aggregate and translate customer intelligence into actionable insights for Product
and executive leadership
Champion the customer perspective in internal planning and prioritization discussions
Define and track team KPIs
including Success Plan and EBR completion rates
concise reporting to CS and GTM leadership
How You'll Work.
Team & Collaboration
Partnering closely with Sales, Solutions (Solutions Engineering and Solutions Architecture), Support, and Product to deliver customer outcomes at scale; Partner with Sales on joint account planning; Partner with Product on feature request prioritization and roadmap feedback; Partner with Professional Services on implementation-to-BAU transitions; Partner with Support on escalation triage and resolution; Comfort working cross-functionally with Sales, Product, Engineering, and Professional Services in a matrixed environment
Communication Scope
Clear, structured communication skills with the ability to present to executive audiences and translate complex customer situations into business terms
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