Customer Success Manager, Tax Programs

Job Description

Customer Success Manager

JDA TSG’s Tax Services Group is expanding our U.S. team and has immediate opportunities for Customer Success Managers (CSM) supporting our U.S. client growth and expansion.

You will serve as the primary point of contact with CPA firm clients, working closely with the JDA TSG sales and service teams to help onboard, set and manage client service delivery expectations including forecasting and delivery of tax returns, client satisfaction, retention, and growth.

This is a seasonal position beginning in November and running through 5/1/25.

Compensation: $30/hour + bonus (potential)

Location: 100% Remote (U.S.)

Responsibilities

• Onboard new clients (CPA firms) as the connection between sales and service.
• Foster client engagement to build and maintain successful partnerships.
• Effectively communicate with clients to understand types of returns, projected volume over time, and delivery expectations.
• Support Program Manager in all initiatives related to client success.
• Closely monitor tax return output and client satisfaction.
• Maintain strong lines of communication with Tax Managers.
• Proactively provide reporting on success metrics for each firm to Program Manager
• Identify and quickly call out any concerns related to client success, satisfaction, and potential churn risk.
  
  

Key Metrics Of Focus

• NPS Score
• Renewal and Churn Rates
• Upsell / Cross-sell rates (as become applicable)
• Return volume executed vs. volume projected ratio
  
  

Requirements

• Minimum of 2 years of experience in a similar role.
• Proven track record of building customer relationships and driving adoption.
• A customer-centric approach to addressing client issues and finding creative solutions.
• Strong project management skills in a fast-paced environment, adept at managing multiple accounts in various stages.
• A focus on achieving high client retention rates, satisfaction scores, and overall success metrics.
• Ability to upsell and cross-sell solutions that benefit both the client and JDA TSG.
  
  

About JDA TSG: Since 2011, our mission has remained the same: to partner with clients helping to solve the toughest problems facing their businesses. We have been successful by applying a dynamic and forward-facing approach to business process improvement, outsourced managed services, leveraging technologies and talent solutions. JDA TSG is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We are interested in every qualified candidate who is eligible to work in the United States.