Customer Success Manager

About Kintsugi Kintsugi is the AI-powered sales tax compliance platform built for modern businesses. We automate the complexity of multi-jurisdiction tax compliance for e-commerce, SaaS, and high-growth companies—so they can focus on scaling, not spreadsheets. As we grow our customer base, we’re building a world-class customer success team that owns outcomes from day one through renewal. About the Role You’ll own the full customer lifecycle for a book of sales tax customers—from kickoff call through renewal. This isn’t a hand-off role. You’re the primary relationship owner who drives time-to-value during onboarding, keeps customers healthy and expanding in the middle, and secures renewals at the end. You’ll also be the escalation point for customers hitting critical issues, triaging fast and advocating hard to get them resolved. What You’ll Do Onboarding & Launch Run structured kickoff calls, product walkthroughs, and milestone check-ins that keep customers moving and confident. Drive registrations and first filings within 30 days so customers see real compliance value fast—not just a completed setup Proactively spot at-risk onboardings and course-correct before delays compound. Troubleshoot setup and configuration issues in real time, knowing when to resolve yourself and when to escalate to Support or Engineering. Ongoing Success & Expansion Monitor account health signals post-launch and act before customers churn or disengage. Run regular business reviews with customers to track compliance health, surface new jurisdiction exposure, and demonstrate Kintsugi ROI. Identify expansion opportunities—new states, new entities, product add-ons—and partner with Sales to close them. Help customers navigate sales tax complexity: nexus changes, filing deadlines, audit readiness, and state-specific rules. Escalations Serve as the first point of contact for customer escalations—triaging urgency, setting expectations, and coordinating resolution across Support, Engineering, and P