Customer Success Manager

Blue J is the leading generative AI solution for tax professionals, seeking a Customer Success Manager to support their growth. The role involves managing customer accounts, achieving revenue targets, and ensuring customer satisfaction through proactive engagement and relationship building.

Responsibilities

• Managing a portfolio of accounts and becoming a trusted advisor to customers
• Achieving identified revenue and growth targets
• Proactively reaching out to cultivate relationships with clients & decision makers to ensure retention and promote expansion
• Establishing and measuring customer goals
• Working closely with the expansion sales team to identify expansion opportunities
• Becoming a product expert and addressing customer inquiries
• Training customers on how to use Blue J platforms, ensuring delivery of value to the customer portfolio
• Maintaining a regular cadence of communication with customers
• Identifying risk of churn within your portfolio and taking action to alleviate it
• Designing and executing one-to-many customer success plays (email campaigns, usage nudges, training programs) to support a large SMB portfolio efficiently
• Managing a high-volume portfolio of SMB accounts, prioritizing actions using clear signals and repeatable playbooks
• Developing and running targeted success campaigns using segmentation and filtering (e.g., by usage, account size, or engagement level)
• Partnering with Expansion Account Executives to surface qualified expansion opportunities early through structured monitoring of customer signals

Skills

• 1-3 years in customer success, account management or sales roles
• Any experience focused on relationship management and revenue retention/expansion is a plus
• Exceptional presentation, written and verbal communication skills
• Strong organizational, analytical, and Project Management skills
• Ideally, some experience with and desire to work in an agile, start-up/scale-up environment - a growth mindset is essential
• Comfort managing large books of business and high activity levels while maintaining strong customer outcomes
• Experience in high-volume SMB SaaS, e-commerce, or digitally scaled customer success environments is a strong plus

Benefits

• Competitive base salaries and stock options
• Healthy work/life balance
• Great benefits package that covers you and your family

Company Overview