Tax Customer Success Lead

Customer Success Lead Adams Tax (TOPS Products)Position SummaryAdams Tax part of the TOPS Products family builds tax and compliance software that businesses depend on when accuracy matters most. Were hiring a Customer Success Lead to own two things that decide whether our customers stay: the quality of our support experience and the strength of our highest-value is a hands-on role. Youll run our support platform (currently Intercom including the Fin AI Agent) turn support conversations into insight the product team acts on and personally guide our largest accounts from signature through renewal. Tax software has a rhythm unlike most SaaS: filing deadlines create surges and customers under deadline pressure have zero patience for bad support. Youll build for that . Louis MOKey ResponsibilitiesSupport platform and AI agentOwn our support platform (currently Intercom) end to end including configuration workflows routing and escalation tune and monitor our AI support agent (currently Fin): maintain the knowledge content it draws from review unresolved conversations and raise its resolution rate quarter over quarter without sacrificing answer tax software a wrong answer is worse than no the help center and knowledge base so both customers and Fin can find current correct insightsBuild and maintain reporting on support volume resolution rates CSAT response times and topic conversation data into a monthly voice-of-customer briefing for product and leadership: whats breaking whats confusing what customers ask for that we dont early churn signals from support patterns (repeat contacts unresolved escalations sentiment shifts) and route them to account owners before renewal conversations -value customer onboardingBuild a repeatable onboarding playbook then tailor it per onboarding around the tax calendar so new customers are live and confident before their first filing deadline not during account health own renewal readiness and surface expansion opportunities to -functional workRun seasonal readiness planning: Fin content updates and proactive customer communication ahead of peak filing as the liaison between customer support and the software team: translate support trends and customer pain points into actionable tickets represent the customer voice in release planning and keep support informed on upcoming changes fixes and known support processes and train any future support hires as the team 4 years in customer success support operations or account management at a B2B software -on experience administering Intercom (or a comparable platform like Zendesk) including chatbot or AI agent ability to build reporting from support data and present findings to written communication. Much of this job is explaining complex things clearly to stressed with ambiguity and ownership; this role builds processes not just follows QualificationsExperience in tax accounting fintech or another regulated or compliance-driven managing enterprise or high-value customer relationships including onboarding and with Fin AI Agent specifically including content optimization and resolution with CRM platforms (HubSpot Salesforce) for account health supporting seasonal or deadline-driven customer analytics skills (Excel SQL or BI tools) for self-serve reporting.