About the role
Customer Success Manager
Location: Chandler, AZ (In-Office)
About Soraban
Soraban helps accounting firms work smarter by combining automation, AI-powered workflows, and modern tools into one platform. Our customers rely on us during their most critical moments, especially the busy season, and we take that responsibility seriously. If you are customer-obsessed, curious about technology, and energized by solving real problems, you will thrive here.
The Role
The Customer Success Manager manages a blended portfolio spanning SMB, Mid-Market, and Enterprise accounts, adapting engagement depth to meet the needs of each tier. You will own the full customer relationship across retention, adoption, and expansion, serving as a strategic partner to your book to drive engagement and value. You will work closely with the Product Specialist team on onboarding and collaborate with Sales and Product to deliver seamless customer experiences.
What You Will Do
Engagement & Retention
- Own a blended portfolio of SMB, Mid-Market, and Enterprise accounts, driving strong GRR and NRR through proactive engagement and adoption across all product modules.
- Execute renewal motions and lead commercial conversations to secure retention across assigned accounts through regular check-ins and Strategic Reviews calibrated to the needs of your book.
- Identify and manage at-risk accounts, implementing recovery strategies to protect retention.
- Own upsell expansion opportunities within your book; partner with Sales on cross-sell motions.
- Escalate complex issues to Product Specialists to effectively triage while maintaining customer communication.
Onboarding
- Own the onboarding experience for Enterprise accounts.
