Tax - Customer Success Lead

Job description

Customer Success Lead — Adams Tax (TOPS Products) Position Summary Adams Tax, part of the TOPS Products family, builds tax and compliance software that businesses depend on when accuracy matters most. We're 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 relationships. This is a hands-on role. You'll 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. You'll build for that reality. Location St. Louis, MO Key Responsibilities Support platform and AI agent • Own our support platform (currently Intercom) end to end, including configuration, workflows, routing, and escalation paths. • Train, 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 accuracy. In tax software, a wrong answer is worse than no answer. • Manage the help center and knowledge base so both customers and Fin can find current, correct answers. Support insights • Build and maintain reporting on support volume, resolution rates, CSAT, response times, and topic trends. • Turn conversation data into a monthly voice-of-customer briefing for product and leadership: what's breaking, what's confusing, what customers ask for that we don't do. • Flag early churn signals from support patterns (repeat contacts, unresolved escalations, sentiment shifts) and route them to account owners before renewal conversations start. High-value customer onboarding • Build a repeatable onboarding playbook, then tailor it per account. • Plan onboarding around the tax calendar so new customers are live and confident before their first filing deadline, not during it. • Track account health, own renewal readiness, and surface expansion opportunities to sales. Cross-functional work • Run seasonal readiness planning: Fin content updates and proactive customer communication ahead of peak filing periods. • Act 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 issues. • Document support processes and train any future support hires as the team grows. Requirements • 4+ years in customer success, support operations, or account management at a B2B software company. • Hands-on experience administering Intercom (or a comparable platform like Zendesk) including chatbot or AI agent configuration. • Demonstrated ability to build reporting from support data and present findings to leadership. • Strong written communication. Much of this job is explaining complex things clearly to stressed customers. • Comfort with ambiguity and ownership; this role builds processes, not just follows them. Preferred Qualifications • Experience in tax, accounting, fintech, or another regulated or compliance-driven industry. • Experience managing enterprise or high-value customer relationships, including onboarding and renewals. • Familiarity with Fin AI Agent specifically, including content optimization and resolution analysis. • Experience with CRM platforms (HubSpot, Salesforce) for account health tracking. • Background supporting seasonal or deadline-driven customer bases. • Basic analytics skills (Excel, SQL, or BI tools) for self-serve reporting.