Customer Success Manager ($110k OTE)

About Soraban

Soraban is a fast-growing, Series A–funded B2B startup with double-digit ARR growth every month. Our mission is to equip accounting firms with cutting-edge solutions that optimize their information intake processes. Through continuous innovation and integrity, we aim to modernize the accounting field—making it more customer-centric and enhancing the lives of accountants and their clients.

With our customer base rapidly expanding, we’re looking for a Customer Success Manager (CSM) who will play a pivotal role in ensuring our customers achieve long-term success with Soraban.

Location: Tempe, Arizona (Hybrid – 3–4 in office till November 1st), 5 Days/week required after Nov 1st

Role Overview

As a Customer Success Manager, you will manage a portfolio of customer accounts, driving retention, satisfaction, and growth. You’ll work closely with our customers to help them realize the full value of Soraban, while also identifying upsell and cross-sell opportunities to support their evolving needs. You will also take ownership of onboarding new customers, ensuring a smooth transition into Soraban and building your own book of business from the ground up. This role requires heavy involvement in cross-team collaboration with Sales, Support, Product, and Development to deliver seamless experiences. It is a hands-on role that demands adaptability, strong communication, and a passion for customer success in a fast-paced startup environment.

What You’ll Do

• Own a portfolio of customer accounts, maintaining high levels of retention while driving strong product engagement and adoption.
• Build trusted relationships with customers, conducting regular check-ins and Bi-Annual Business Reviews (BBRs).
• Onboard new customers, ensuring a smooth transition into Soraban and building your own book of business.
• Serve as the primary advocate for your customers, addressing issues quickly and effectively within SLA (1 business day turnaround).
• Collaborate closely with Sales, Support, Product, and Development teams to deliver seamless customer experiences.
• Stay up to date on Soraban’s product features, internal tools, and industry best practices.
• Contribute to process improvements and share knowledge across the Customer Success team.
  
  

Who We’re Looking For

Personality & Capabilities

• Quick to Adapt – Comfortable navigating evolving products and processes.
• Clear Communicator – Transparent, direct, and proactive in sharing bandwidth or learning curve challenges.
• Lighthearted but Focused – Balances professionalism with approachability.
• Knowledge Driven – Eager to learn continuously and stay updated on tools and best practices.
• Process-Oriented – Comfortable following structured workflows, while suggesting improvements.
  
  

Requirements

• Bachelor’s degree required.
• 3+ years of experience in Customer Success or Account Management.
• 1+ year of experience in the tax or accounting industry.
• Experience managing retention and growth within your own book of business.
• Flexibility to work extended hours during the accounting busy season.
  
  

Bonus Points If You

• Are a self-starter who thrives without rigid task lists.
• Show persistence and determination to overcome challenges.
• Take initiative and “go through walls” to get the job done.
  
  

Compensation & Benefits

As an early team member at a Series A company, you’ll have outsized growth, impact, and career progression opportunities.

• Base Salary: $85,000 annually.
• Bonus: $25,000 annually, paid quarterly ($6,250 per quarter), based on retention, CSAT, and contribution to company goals.
• On-Target Earnings (OTE): $110,000 annually (Base + Bonus at goal).
  
  

Perks & Benefits

• Dynamic and supportive work environment with strong “promote-from-within” culture.
• Flexible PTO (minimum 15 days/year) plus paid holidays.
• Comprehensive health benefits (medical & dental).
• Team-building activities and company socials.
• Opportunity to transform the accounting industry with innovative SaaS solutions.
  
  

Key Objectives

• Account Retention & Growth
• Maintain a high level of customer retention across assigned accounts.
• Drive strong customer adoption, engagement, and ongoing product usage.
• Contribute to Soraban’s expansion growth and Net Revenue Retention (NRR) goals.
• Onboarding & Time-to-Value (TTV)
• Successfully onboard new customers, ensuring a smooth handoff from Sales.
• Shorten Time-to-Value by guiding customers to early measurable outcomes within 30–60 days.
• Track and improve onboarding completion rates.
• Customer Engagement
• Deliver consistently high levels of customer satisfaction in all interactions.
• Conduct regular check-ins and Bi-Annual Business Reviews (BBRs) with assigned accounts.
• Ensure consistent value delivery that aligns with customer business goals.
• Health Monitoring & Risk Management
• Proactively monitor customer health scores and usage metrics.
• Identify at-risk accounts early and implement recovery playbooks.
• Escalate risks appropriately and partner cross-functionally to secure retention.
• Voice of the Customer (VOC)
• Capture, synthesize, and share customer feedback with Product and Development teams.
• Act as a customer advocate in roadmap discussions and process improvements.
• Help build a scalable feedback loop that informs both product and customer experience.
• Operational Excellence
• Respond to all customer communications within SLA (1 business day).
• Address and resolve issues promptly, maintaining account health and customer trust.
• Document and refine best practices to improve efficiency and consistency.
• Collaboration & Teamwork
• Partner with Sales, Support, Product, and Development teams to ensure seamless customer experiences.
• Share insights and best practices across the Customer Success team.
• Contribute to scaling CS operations through process documentation, tooling, and peer enablement.
  

Why Soraban?

• Be part of a fast-growing startup at the forefront of transforming accounting.
• Join a team where your contributions have a direct impact on customer success and company growth.
• Work in a culture of innovation, transparency, and collaboration.
  
  

Apply now and help shape the future of accounting with Soraban!