Manager, Customer Success

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. As a Manager of Customer Success, you will lead and develop a team of Customer Success Managers responsible for driving adoption, retention, and expansion across Fonoa’s customer base.

Requirements

• 5-10 years of experience in Customer Success, Account Management, or a related post-sales function within B2B SaaS, with at least 2–3 years in a people leadership role managing CSMs or equivalent
• Demonstrated ownership of revenue outcomes: NRR, GRR, renewal rates, and expansion pipeline in a recurring revenue business
• Experience managing a portfolio of strategic, enterprise, and mid-market accounts as both a player and coach to a team, with comfort operating across both strategic and scaled engagement models
• Strong operational instincts — you build systems, cadences, and dashboards to run the business, not just the relationships
• A track record of hiring, developing, and retaining high-performing CS professionals across a range of experience levels
• Clear, structured communication skills with the ability to present to executive audiences and translate complex customer situations into business terms
• Comfort working cross-functionally with Sales, Product, Engineering, and Professional Services in a matrixed environment
• A genuine interest in the tax technology and compliance space, or a willingness to develop deep domain expertise quickly
• Energy for building: you thrive in environments where you’re creating structure, not inheriting it

Benefits

• Remote work
• Full-time job