Customer Success Manager

$70-$90k Base | Lehi, Utah (Hybrid) 

About Instead

Instead is a tax platform designed to help taxpayers and tax professionals collaborate to save money on taxes and file tax returns. As the first company in decades to receive IRS approvals to E-file 1040, 1041, 1120, 1120S, and 1065 — we're re-inventing a complex category. Founded in 2023, Instead combines LLMs with tax law to make tax management a continuous, proactive process rather than a dreaded annual deadline.

Instead's investors include Sarah Guo from Conviction (conviction.com) and many of our customers who believe in our mission and vision. The Instead team comprises talented leaders from leading tax, financial services and fintech companies — Gusto, Intuit, Zenefits, Thomson Reuters, Wolters Kluwer, Bloomberg — as well as top tax & accounting firms such as PwC, BDO, RSM, and KPMG.

Instead was a 2024 Innovation Award Finalist in CPA Practice Advisor. Instead's CEO, Andrew Argue, is a CPA and has been named Top 100 Most Influential People in the Accounting Profession twice - Ones To Watch and CPA Practice Advisors 20 under 40.

About the Role 

Our world-class revenue organization at Instead is looking for driven Customer Success Managers for our tax & accounting firm partner channel who can build and nurture client relationships while delivering exceptional retention and expansion results as we scale rapidly! Individuals who are strategic, customer-focused, and passionate about helping clients maximize value will thrive at Instead. Our Customer Success Managers own the post-sales relationship with our tax & accounting firm partners, ensuring successful onboarding, adoption, and long-term success.

What You’ll Do

• Challenge accounting firm owners and partners to become better versions of themselves—even when it's uncomfortable.
• Geek out over marketing and sales metrics while solving problems with data-driven insights.
• Manage 60+ clients while delivering high-touch, meaningful results and maintaining exceptional client satisfaction.
• Bring high business acumen to client partnerships, creating specific goals and actionable plans tailored to their unique needs.
• Partner with sales and implementation teams to ensure seamless partner experiences from sale through renewal.
• Maintain accurate customer health metrics and relationship data within Salesforce.

What You’ll Need

• 3+ years of experience in client success or account management, ideally within a SaaS or executive coaching environment.
• Data-savvy and detail-oriented, with the ability to derive insights and tailor solutions for client growth.
• Thrive in fast-paced, high-impact work and love seeing 8 back-to-back calls on your calendar.
• A results-driven mindset with a “whatever it takes” attitude for client success.

Benefits

• Competitive salary and equity in a rapidly growing company
• 100% medical coverage for you
• Unlimited PTO with quarterly bonus opportunities
• 401(k) with employer match
• Parental leave
• Work together with senior leadership in office located in Lehi, Utah

Equal Opportunity Employer - M/F/D/V

We trust our team with sensitive information, so all candidates who receive and accept employment offers must complete a background check before joining us. We will consider employment for qualified applicants with arrest and conviction records.