Customer Success Manager

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.

Responsibilities:

• Own 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 on
• Drive retention. Monitor client health, get ahead of at-risk accounts before they churn, and lead the outreach and playbooks that keep great clients with us
• Run seamless onboarding and handoffs as clients move between service tiers, ensuring they always know what to expect
• Surface growth. Spot organic expansion opportunities and coordinate with our Directors and our Sales team to help clients access more of what STAXX offers
• Be the bridge between clients and our internal accounting, CFO, and operations teams, translating needs into action without creating scope creep or surprises
• Keep things running. Handle escalations with a calm, solution-first approach, and coordinate on billing, renewals, and collections
• At 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 both

Requirements:

• 5+ years in client success, account management, or relationship management, ideally in B2B professional services
• A proven relationship builder who can context switch effectively, and care for multiple clients with high attention to detail
• Strong communicator who can adapt tone across clients, executives, and internal teams
• Comfortable with modern communication and practice management tools. We actively work on Slack, Gmail, Karbon, Claude, Zoom, Calendly, and more
• Comfortable discussing financial concepts at a general level, including billing, AR, and basic accounting terminology
• Highly organized, highly proactive, deadline-driven, and calm under pressure, with real conflict-resolution chops
• A background in fractional work, accounting and CFO work, B2B SaaS experience
• Familiarity with QuickBooks Online, Slack, Karbon, and other similar tools used in SMB firms
• Experience owning onboarding and expansion/upsell in a subscription or retainer model