Head of CSAM – TaxDome

TaxDome is a fast-growing SaaS platform transforming the way tax and accounting firms run their businesses. As our Head of Customer Success Account Management, you’ll lead the global CSAM function, driving retention, expansion, and customer value across diverse markets. We’re looking for a proven leader who can scale high-performing CSAM teams, implement data-driven strategies, and build trusted long-term client partnerships that fuel sustainable revenue growth.

What You'll Own:

• Lead, mentor, and scale a global CSAM team through multiple Team Leads, ensuring consistent coaching, performance management, and career growth.
• Drive measurable outcomes in retention and expansion by enforcing and evolving account management playbooks across customer segments.
• Oversee success planning, proactive milestone tracking, and adoption initiatives to ensure clients achieve early and ongoing value.
• Partner with RevOps to define KPIs, strengthen forecasting, and improve reporting accuracy.
• Optimize CS tooling (HubSpot, Intercom, reporting dashboards) to streamline workflows and boost efficiency.
• Represent the CSAM function at the leadership level, ensuring alignment with Sales, Onboarding, Support, and Product.
• Surface customer insights, churn risks, and expansion triggers to inform cross-functional initiatives.
• Build training and coaching programs to strengthen leadership at the Team Lead level and prepare future managers.
• Foster a customer-first culture focused on accountability, impact, and continuous improvement.

What We're Looking For:

• Extensive leadership experience in Customer Success or Account Management within a fast-paced B2B SaaS environment.
• Proven ability to scale teams, drive retention, and lead expansion motions.
• Strong operator: you’ve built and enforced playbooks, managed forecasts, and improved operational efficiency.
• Experience managing through Team Leads and coaching managers to step up as leaders.
• Data-driven and fluent in SaaS success metrics and customer health frameworks.
• Hands-on with CS tools like HubSpot, and comfortable implementing scalable processes.