Enterprise Customer Success Manager, New York

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.

We are solving one of the largest yet unsolved problems in global e-commerce. Our tax automation software enables companies such as Uber, Zoom, Booking.com, Squarespace, and Rappi to expand their international offerings more quickly and stay tax compliant.

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.

Additionally, you’ll play a crucial role in supporting joint sales initiatives with Fonoa and our partners, focusing on successful onboarding, implementation project management and program design, and the adoption of scalable, high-quality solutions.

An essential aspect of your role will be to offer expert advice on Fonoa’s platform capabilities, influencing its design and implementation to meet and exceed customer expectations.

This is a newly established function within Fonoa. As one of the inaugural Customer Success Managers, you will have the unique opportunity to shape and build the customer success strategy from the ground up.

What you will do:

• Adoption and Usage Best Practices: Recommend strategies for adoption and usage throughout the implementation and adoption phases to optimise customer engagement with Fonoa’s tax solutions.

• Value-Driven Advocacy: Generate case studies and cultivate referenceable customers to foster Fonoa advocates, thereby maximizing CLTV.

• Proactively Identify Paths to Growth: Identify opportunities for upselling and cross-selling to foster account growth.

• Escalation Management: Manage customer escalations and coordinate cross-team efforts to resolve issues efficiently.

• Customer Portfolio Management: Proactively oversee the customer portfolio from onboarding to renewal, aiming for high NPS and customer satisfaction.

• Account Health Monitoring: Ensure the success and achievement of desired outcomes at every stage by monitoring account health.

• Relationship Building: Establish strong connections with key customer stakeholders and executive sponsors to encourage program advocacy and adoption.

• Successful Implementation Facilitation: Align with customer needs and priorities to ensure the successful deployment of Fonoa’s tax solutions.

• Thematic Gap Analysis: Identify and address gaps at both the account and portfolio levels to streamline processes and enhance customer experience.

• Pre-Sales Collaboration: Work alongside Account Executives in pre-sales activities to ensure the scope of sales, renewals, or expansions is accurately defined.

• Sales Team Feedback: Provide Fonoa’s sales teams with insights and feedback gleaned from sales engagements to refine sales strategies.

• Product Team Liaison: Serve as a bridge for customer product and development requests, delivering valuable insights to the Fonoa Product Team for ongoing product 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 your product and technical skills, including for API-first products

• A proven ability to build strong, collaborative relationships across various organisational 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 a drive to execute with quality and speed

• A keen interest in a fast-paced, scale-up environment and are motivated by the opportunity 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.

• Status as a Veteran or Active Military Service Member,

• Predisposing genetic characteristics,

• Arrest record or conviction record, sexual and reproductive-health decision

• Credit history

• Familial status

• Caregiver status

• Height and weight

Fonoa is committed to fostering an inclusive and accessible workplace where everyone has the opportunity to thrive. We also strive to provide an accessible and welcoming experience for all job seekers, including individuals with disabilities.

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 ([email protected]) and describe the specific accommodation needed due to a disability-related limitation.

Examples of reasonable accommodations include, but are not limited to:

• Receiving application materials in an alternate format

• Conducting interviews in an accessible location

• Being accompanied by a service animal

• Having a sign language interpreter present during interviews

We respond to accommodation requests within three business days. Please note that non-disability related inquiries, such as application status follow-ups, may not receive a response through this channel.

Fonoa will not discharge or otherwise discriminate against employees or applicants for discussing or disclosing their own pay or the pay of another employee or applicant. However, employees who have access to compensation information as part of their essential job functions may not disclose this information to others who do not have access, unless it is:

• In response to a formal complaint or charge

• In furtherance of an investigation, proceeding, hearing, or legal action

• Consistent with Fonoa’s legal obligations to disclose such information

The US base salary range for this full-time position is $170,000 - $230,000 + commission + equity + benefits

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