[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. STAXX is a leading fractional CFO services firm providing top-tier accounting and Fractional CFO services to small and medium-sized businesses. They are seeking their first dedicated Customer Success Manager to own client relationships, drive retention, and surface growth opportunities while working closely with their leadership team.ResponsibilitiesOwn the client relationship across all active engagements, from cleanup and ongoing monthly accounting, through CFO services, and become the trusted point of contact clients count onDrive retention. Monitor client health, get ahead of at-risk accounts before they churn, and lead the outreach and playbooks that keep great clients with usRun seamless onboarding and handoffs as clients move between service tiers, ensuring they always know what to expectSurface growth. Spot organic expansion opportunities and coordinate with our Directors and our Sales team to help clients access more of what STAXX offersBe the bridge between clients and our internal accounting, CFO, and operations teams, translating needs into action without creating scope creep or surprisesKeep things running. Handle escalations with a calm, solution-first approach, and coordinate on billing, renewals, and collectionsAt our size, this role wears two hats: the strategic relationship and growth work, plus the hands-on operational side that keeps clients happy. The best fit is someone who genuinely enjoys bothSkills5+ years in client success, account management, or relationship management, ideally in B2B professional servicesA proven relationship builder who can context switch effectively, and care for multiple clients with high attention to detailStrong communicator who can adapt tone across clients, executives, and internal teamsComfortable with modern communication and practice management tools. We actively work on Slack, Gmail, Karbon, Claude, Zoom, Calendly, and moreComfortable discussing financial concepts at a general level, including billing, AR, and basic accounting terminologyHighly organized, highly proactive, deadline-driven, and calm under pressure, with real conflict-resolution chopsA background in fractional work, accounting and CFO work, B2B SaaS experienceFamiliarity with QuickBooks Online, Slack, Karbon, and other similar tools used in SMB firmsExperience owning onboarding and expansion/upsell in a subscription or retainer modelBenefitsPerformance-based bonus tied to the retention and expansion you need to drive.Fully remote, permanently. We've been 100% remote since day one in 2022 - Work from anywhere in the U.S. as long as you can commit to Eastern Standard Time work hours.The PTO you'll actually take. We offer unlimited PTO, and we encourage you to use it. We believe that as long as expectations are managed and communication is in place ahead of time, PTO should be celebrated.Ground-floor ownership. As our first dedicated Customer Success hire, you'll be actively building and refining the function,