Senior Account Manager, Customer Experience
A senior individual contributor seat on a small account management team at a fast-growing sales tax compliance and automation company. You own a book of accounts end to end, covering the relationship, the renewal, the expansion, and whatever goes sideways in between. No direct reports, but you are the person customers trust and the person the rest of the team comes to when an account gets complicated.
This company is redefining how businesses handle compliance automation and tax intelligence, building technology and managed services that take the complexity out of sales tax operations so customers can stop worrying about it entirely. Those customers are fast-growing e-commerce brands, SaaS companies, and finance teams who care about accuracy, trust, and speed. You would join a small account management team, with separate groups handling technical success, tax research, implementations, and engineering. That means you have real specialists to pull in, and it means you are expected to know when to pull them in.
What you'll own
Your book of accounts
Retention, renewals, and expansion. You know where every account stands and what it needs next, and you are measured on how they land.
The hard conversations
Renewals, cancellations, pricing pushback, and disputes. You handle them directly, with confidence and empathy, and you do not hand them off.
Escalations on your accounts
When something is complex or sensitive, it is yours. You drive it to resolution and then fix whatever caused it so it does not repeat.
Tax and pricing expertise
You will build deep knowledge of the tax model, pricing structure, and integration workflows, then guide customers through nexus questions, ERP integrations, and compliance challenges, coordinating internally to get them resolved.
Proactive customer motion
QBRs, lifecycle moments, and growth triggers. Customers should hear from you before they need to reach out.
Better process, starting with your own
You build the playbooks and automations that make your work repeatable, and you bring AI into the workflow wherever it creates real leverage rather than novelty.
Who you are
- You are curious and systems-oriented. You like making things work better, and you notice when the same problem shows up twice.
- You are just as comfortable jumping into a difficult customer call as you are mapping out a process in a doc.
- You do not need prior sales tax experience. You do need the intellectual horsepower to master a complex domain quickly and speak about it credibly to a finance team.
- You thrive in ambiguity and you do not wait to be told what to fix.
- You are AI-forward by instinct, not because it is in the job description.
What you bring
- 5+ years in account management, customer success, or a similar customer-facing role.
- A track record owning a book of accounts with real revenue responsibility. You can speak to your renewal and expansion numbers specifically.
- Strong technical fluency. You can understand an integration, troubleshoot an issue, and route what you cannot solve to the right person internally.
- Experience handling difficult customer conversations with confidence and empathy.
- A process-oriented mindset, with playbooks or operational systems you have actually built.
- Active use of AI tools to create leverage in your own work. Experience with tools like Claude is a plus.
- Clear written and verbal communication.
- Comfort in a startup environment where roles evolve quickly. Quality and transparency are valued over speed and chaos.
What success looks like
- Your renewals land and your churn conversations are handled without escalation.
- Escalations on your accounts drop over time, because you fixed the underlying cause rather than the symptom.
- Customers on your book feel proactive care, not reactive service.
- You become the person the rest of the team asks when they are stuck.
Compensation
Competitive base plus performance bonus, with equity and fully remote work within the United States.