Fonoa
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Enterprise Customer Success Manager
role at
Fonoa
Company Description At Fonoa, we are transforming how digital-first companies stay tax compliant. We provide simple and modular API solutions that easily integrate into any existing workflow. Through our technology-first approach, we reduce manual processes, increase compliance, and reduce the cost of operations when transacting and scaling internationally.
Role Description As an Enterprise Customer Success Manager at Fonoa, your primary responsibility will be to ensure that customers fully leverage Fonoa’s solutions to enhance their indirect tax strategies. This involves managing a diverse portfolio of accounts and collaborating closely with both customers and internal stakeholders to secure successful renewals and drive expansion. You will also support joint sales initiatives, focusing on successful onboarding, implementation project management, and program design. Your role will include offering expert advice on Fonoa’s platform capabilities to meet and exceed customer expectations. This is a newly established function within Fonoa; as one of the inaugural Customer Success Managers, you will shape and build the customer success strategy from the ground up.
What you will do:
Recommend adoption and usage best practices throughout implementation and adoption phases to optimize customer engagement.
Generate case studies and cultivate referenceable customers to foster advocates, maximizing CLTV.
Identify upselling and cross-selling opportunities to foster account growth.
Manage customer escalations and coordinate cross-team efforts to resolve issues efficiently.
Proactively oversee the customer portfolio from onboarding to renewal, aiming for high NPS and customer satisfaction.
Monitor account health to ensure success and achievement of desired outcomes at every stage.
Establish strong connections with key customer stakeholders and executive sponsors to encourage advocacy and adoption.
Align with customer needs and priorities to ensure successful deployment of Fonoa’s tax solutions.
Identify and address gaps at both account and portfolio levels to streamline processes and enhance customer experience.
Work alongside Account Executives in pre-sales activities to ensure the scope of sales, renewals, or expansions is accurately defined.
Provide sales teams with insights and feedback gleaned from sales engagements to refine strategies.
Serve as a bridge for customer product and development requests, delivering valuable insights to the product team for ongoing enhancement.
You will be a great fit if you have:
6+ years in customer success, project management, technical account management, or similar roles.
3+ years of experience in enterprise-focused B2B SaaS environments.
Curiosity and an aptitude for continuously upleveling product and technical skills, including for API-first products.
A proven ability to build strong, collaborative relationships across various organizational levels, including with customer champions and C-suite executives.
Clear communication skills, capable of engaging both technical and non-technical stakeholders.
A creative and entrepreneurial mindset, with the ability to think innovatively and execute with quality and speed.
A keen interest in a fast-paced, scale-up environment and motivation to contribute to growth.
An adaptable and poised mindset when facing new situations or ambiguity, viewing challenges as opportunities.
Exceptional problem-solving skills, with the ability to distil complex issues into simple, understandable solutions.
Based in or willing to work onsite in the New York office 3 days/week.
Equal Opportunity Statement At Fonoa, we seek candidates from a wide range of backgrounds and perspectives, and we are proud to be an equal opportunity employer. We consider qualified applicants for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected status.
Disability Accommodations If you require a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, please contact us at people-ops@fonoa.com and describe the specific accommodation needed due to a disability-related limitation.
US base salary range for this full-time position is $170,000 - $230,000 plus commission, equity, and benefits.
As part of the recruitment process at Fonoa, we process your personal data in accordance with our Privacy Notice for Job Applicants. This notice explains how and why your data is collected and used, and how you can contact us if you have any concerns.
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Enterprise Customer Success Manager
role at
Fonoa
Company Description At Fonoa, we are transforming how digital-first companies stay tax compliant. We provide simple and modular API solutions that easily integrate into any existing workflow. Through our technology-first approach, we reduce manual processes, increase compliance, and reduce the cost of operations when transacting and scaling internationally.
Role Description As an Enterprise Customer Success Manager at Fonoa, your primary responsibility will be to ensure that customers fully leverage Fonoa’s solutions to enhance their indirect tax strategies. This involves managing a diverse portfolio of accounts and collaborating closely with both customers and internal stakeholders to secure successful renewals and drive expansion. You will also support joint sales initiatives, focusing on successful onboarding, implementation project management, and program design. Your role will include offering expert advice on Fonoa’s platform capabilities to meet and exceed customer expectations. This is a newly established function within Fonoa; as one of the inaugural Customer Success Managers, you will shape and build the customer success strategy from the ground up.
What you will do:
Recommend adoption and usage best practices throughout implementation and adoption phases to optimize customer engagement.
Generate case studies and cultivate referenceable customers to foster advocates, maximizing CLTV.
Identify upselling and cross-selling opportunities to foster account growth.
Manage customer escalations and coordinate cross-team efforts to resolve issues efficiently.
Proactively oversee the customer portfolio from onboarding to renewal, aiming for high NPS and customer satisfaction.
Monitor account health to ensure success and achievement of desired outcomes at every stage.
Establish strong connections with key customer stakeholders and executive sponsors to encourage advocacy and adoption.
Align with customer needs and priorities to ensure successful deployment of Fonoa’s tax solutions.
Identify and address gaps at both account and portfolio levels to streamline processes and enhance customer experience.
Work alongside Account Executives in pre-sales activities to ensure the scope of sales, renewals, or expansions is accurately defined.
Provide sales teams with insights and feedback gleaned from sales engagements to refine strategies.
Serve as a bridge for customer product and development requests, delivering valuable insights to the product team for ongoing enhancement.
You will be a great fit if you have:
6+ years in customer success, project management, technical account management, or similar roles.
3+ years of experience in enterprise-focused B2B SaaS environments.
Curiosity and an aptitude for continuously upleveling product and technical skills, including for API-first products.
A proven ability to build strong, collaborative relationships across various organizational levels, including with customer champions and C-suite executives.
Clear communication skills, capable of engaging both technical and non-technical stakeholders.
A creative and entrepreneurial mindset, with the ability to think innovatively and execute with quality and speed.
A keen interest in a fast-paced, scale-up environment and motivation to contribute to growth.
An adaptable and poised mindset when facing new situations or ambiguity, viewing challenges as opportunities.
Exceptional problem-solving skills, with the ability to distil complex issues into simple, understandable solutions.
Based in or willing to work onsite in the New York office 3 days/week.
Equal Opportunity Statement At Fonoa, we seek candidates from a wide range of backgrounds and perspectives, and we are proud to be an equal opportunity employer. We consider qualified applicants for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected status.
Disability Accommodations If you require a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, please contact us at people-ops@fonoa.com and describe the specific accommodation needed due to a disability-related limitation.
US base salary range for this full-time position is $170,000 - $230,000 plus commission, equity, and benefits.
As part of the recruitment process at Fonoa, we process your personal data in accordance with our Privacy Notice for Job Applicants. This notice explains how and why your data is collected and used, and how you can contact us if you have any concerns.
#J-18808-Ljbffr