Customer Success Manager

Fonoa is the Tax Operating System for autonomous tax. AI that tracks every rule, acts on every obligation, and proves every decision, built on modular infrastructure.

Fonoa's modules cover the full indirect tax lifecycle: tax ID validation, real-time tax determination, e-invoicing, and returns. All on one shared data model and integration, with one audit trail. Each added capability makes the others stronger.

Agents monitor obligations, populate returns, catch anomalies and assemble audit packs in seconds. The system does the work. Humans make the calls. That's autonomous tax.

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Find out more: www.fonoa.com

Role description

As a 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 ensure product adoption, value realisation, and successful renewals and expansion.

In this position, you will play a crucial role in supporting joint sales initiatives with Fonoa and our partners, focusing on customer onboarding, implementation project management, and the continuous adoption of Fonoa’s indirect tax solutions.

An essential aspect of your role will be to offer expert advice on Fonoa’s platform capabilities, with a deep understanding of where and how Fonoa’s solutions can be integrated within customers’ indirect tax processes to drive efficiency and value for their business.

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 indirect tax solutions.

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

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

• 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.

• 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:

• 5+ years in customer success, project management, account management, or similar roles

• 3+ years of experience in Enterprise B2B SaaS environments

• 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 (previous project management experience preferred)

• Curiosity and an aptitude for continuously upleveling your product and technical skills, including for API-first products

• A creative and entrepreneurial mindset, with the ability to execute with urgency

• A keen interest in a fast-paced, scale-up environment, with a motivation to contribute to growth

• Exceptional problem-solving skills, with the ability to distill complex issues into simple, understandable solutions

• ​​Indirect tax (Sales/Use Tax, VAT) experience and/or corporate indirect tax compliance experience

• Previous experience or exposure to the tax process and operational assessments

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