💼 About This Role

You'll lead and develop a team of Customer Success Managers at Fonoa, driving adoption, retention, and expansion across our customer base. You'll own the operational cadence and partner cross-functionally to deliver customer outcomes at scale. This is a unique chance to shape a growing CS function.

🎯 What You'll Do

• Hire, coach, and develop a team of CSMs across experience levels.
• Own net revenue retention, gross revenue retention, and CSM-sourced pipeline targets.
• Establish and maintain CS operating rhythm including health score governance and account planning.
• Serve as senior escalation point for at-risk accounts and lead recovery plans.
• Build repeatable playbooks for adoption milestones, renewal, and expansion identification.

📋 Requirements

• 5-10 years of experience in Customer Success or related post-sales function in B2B SaaS.
• At least 2-3 years in a people leadership role managing CSMs.
• Demonstrated ownership of revenue outcomes (NRR, GRR, renewal rates) in a recurring revenue business.
• Experience managing a portfolio of strategic, enterprise, and mid-market accounts as both player and coach.

✨ Nice to Have

• Comfort operating across both strategic and scaled engagement models.
• Interest in tax technology and compliance space or willingness to develop domain expertise.
• Energy for building structure in a growing organization.

🎁 Benefits & Perks

• 🏖️ Unlimited PTO (typical at startups)
• 🏥 Health insurance (likely provided, estimated)
• 📈 Equity (typical for growth-stage startups)
• 💻 Remote/hybrid flexibility
• 📚 Learning & development budget (estimated)

📨 Hiring Process

Estimated timeline: 3-5 weeks · AI estimate

1. 1Recruiter Phone Screen· 30 min
2. 2Hiring Manager Interview· 60 min
3. 3Panel Interview· 60 min