Customer Success Manager (Remote)

Formations is a Seattle-based startup reimagining financial management for self-employed professionals. As a Customer Success Manager, you will manage a portfolio of clients, providing proactive support and guidance on tax and business operations to ensure their long-term success and satisfaction.

Responsibilities:

• Own a portfolio of customers throughout their lifecycle with a focus on retention, health, long-term success, and expansion
• Serve as the primary point of contact and trusted advisor after onboarding completion
• Identify at-risk customers proactively and work toward resolution before it becomes a problem
• Spot and pursue upsell and cross-sell opportunities rooted in customer need, not quota
• Help customers navigate payroll requirements, estimated taxes, bookkeeping responsibilities, and S Corporation compliance
• Conduct quarterly business reviews, renewal conversations, and value-driven account check-ins
• Educate customers on how Formations works end-to-end and why it matters to their financial health
• Build strong relationships through proactive communication and strategic guidance — not just reactive support
• Respond to customer inquiries within established service-level expectations
• Gather customer feedback and advocate for their needs cross-functionally
• Partner with tax, payroll, bookkeeping, and operations teams to support customer outcomes
• Utilize HubSpot to manage engagement, follow-up, account health, and expansion tracking
• Maintain accurate documentation and complete workflows in a timely, organized manner

Requirements:

• 2+ years in one or more of the following: tax preparation or tax operations, payroll administration or payroll compliance, bookkeeping or accounting operations, financial operations supporting small businesses or self-employed individuals
• 2+ years in Customer Success, Account Management, Customer Experience, Project Management, or a comparable customer-facing role
• Experience working directly with customers in an advisory or consultative capacity
• Comfortable using technology platforms and learning new systems quickly
• Strong understanding of S Corporations, small business tax strategy, and ongoing client relationship management
• Consultative problem-solver who can simplify complex financial concepts into clear next steps
• Proactive and organized — you manage a large book without letting anything fall through the cracks
• Strong written and verbal communication; equally effective in email, phone, and video
• Customer advocate who can also hold the line on business objectives
• Naturally curious, resourceful, and adaptable in a fast-moving environment
• CRM experience preferred — HubSpot familiarity is a plus
• Familiarity with tools like Xero, QBO, Gusto, or similar platforms is a bonus
• Experience in a startup, fintech, accounting, payroll, or financial services environment is a plus