VP of Customer Success

TaxDome is a fast-growing SaaS platform transforming the way tax and accounting firms run their businesses. As our VP of Customer Success, you won’t just reduce churn — you’ll own the entire post-sale journey. We’re looking for a strategic, customer-obsessed leader with a proven track record of scaling Customer Success in a fast-paced B2B SaaS environment.

What You'll Own

Customer Experience & Retention

• Design and scale a world-class onboarding, support, and success strategy to ensure customers realize value fast and stay for the long term.

• Drive retention, product adoption, and expansion across all customer segments.

• Own core metrics - NRR, Gross Revenue Retention, Churn Rate, etc.

Data-Driven Operations

• Lead a data-first CS org with visibility into customer health, risk signals, and engagement patterns.

• Define, track, and optimize KPIs across onboarding, activation, usage, and renewals.

• Leverage customer insights to influence product roadmap and drive continuous improvement.

Strategy & Scale

• Develop and execute a scalable Customer Success playbook that balances high-touch and tech-touch models.

• Design processes that grow with our customer base — from SMB to enterprise.

• Lead cross-functional initiatives to improve the full post-sale experience.

Team & Leadership

• Lead and expand a high-performing global CS team across onboarding, support, customer education, and account management.

• Coach team members to become trusted advisors to our customers.

• Foster a proactive, high-perfomance culture focused on outcomes.

GTM & Product Alignment

• Work closely with Product, Sales, and Marketing to ensure customers receive a seamless experience across the entire lifecycle.

• Partner with Product to advocate for customer needs and help shape roadmap priorities.

• Drive upsell and expansion in collaboration with Sales.

Customer Voice & Advocacy

• Build programs to turn happy customers into vocal advocates — case studies, reviews, referrals, and community.

• Own the strategy for collecting, analyzing, and acting on customer feedback.

What We're Looking For

Proven SaaS CS Leader

You’ve built and led Customer Success teams in a high-growth B2B SaaS environment.

Customer Obsessed & Strategic

You understand the full customer lifecycle and design strategies that drive adoption, satisfaction, and retention at scale.

Data-Driven

You know how to build a health score, act on signals, and tie CS efforts to business outcomes.

Strong Cross-Functional Partner

You collaborate seamlessly with Product, Sales, and Marketing to align strategy and deliver value.

Excellent Communicator & Leader

You inspire your team, build executive relationships with clients, and influence internal stakeholders.

Why Join TaxDome?

🏆 G2 TOP 100 fastest-growing SaaS Companies

🌍 A global customer base of over 10,000 firms

💼 Full ownership of the Customer Success function with the ability to build and scale your team

🤝 A high-performing, collaborative executive team