6+ years in customer success, account management, implementation, or adoption roles at a B2B SaaS company
2+ years leading a team or function
Proven track record of improving adoption, retention, or net revenue retention
Experience building onboarding, enablement, and customer health programs
Preferred experience with CPA, accounting, legal, or professional services firms
Responsibilities
Own adoption across the customer base by setting and achieving targets for return volume
Design and implement onboarding journeys and training programs for various roles
Monitor account health and usage, proactively addressing potential renewal risks
Collaborate with Account Executives on renewal strategies and identify expansion opportunities
Lead change management efforts to integrate Tax Autopilot into firm workflows
Create standardized playbooks for kickoffs, adoption plans, and business reviews
Provide customer insights to R&D to inform product development
Benefits
Competitive salary and equity-based compensation
Platinum, 100% employer-paid medical, dental, and vision insurance
Health Savings Account (HSA) and Flexible Spending Account (FSA)
Additional health programs (e.g., One Medical, Talkspace, Kindbody)
401K, Roth 401k, and other employer-sponsored investment benefits
Parental leave
Unlimited PTO
Relocation support to NYC (as needed)
Full Job Description
The Role
We're hiring our first Customer Adoption and Usage Lead to drive adoption, value and renewal across every firm that buys Black Ore. Adopting Black Ore changes how a firm prepares returns, so our revenue depends on strong onboarding, training and consistent usage. You'll sit on the intersection of Product and go-to-market team, partnering closely with Account Executives and our Forward Deployed Accountants. You'll own adoption and usage across our customer base, build the playbooks and programs that scale it, and make sure the firms we sign turn into renewals, expansions and references. You'll report to our Head of Sales.
What You'll Do
Own adoption across the book: set targets for how much contracted return volume each firm runs through Black Ore, and own hitting them.
Build onboarding and enablement: design the onboarding journey from signature to first returns processed, plus training programs for preparers, reviewers and firm leaders.
Monitor health and act early: build usage dashboards and account health scores, spot accounts falling behind, and step in before they become renewal risk.
Drive renewals and expansion: partner with AEs on renewal strategy, flag expansion signals when firms hit capacity, and help build referenceable customers.
Lead change management: work with firm partners and managers to embed Tax Autopilot in their workflow and win over skeptical staff.
Create the playbooks: standardize kickoffs, adoption plans, business reviews and escalation paths so FDAs and the account team can run them at scale.
Bring the customer to R&D: share usage trends and blockers with Product so the roadmap reflects what drives adoption.
You're comfortable:
Building a function from scratch, with no existing playbook to follow
Owning a number, whether that's adoption, retention or renewals, and being accountable for it
Sitting in renewal and expansion conversations alongside sales
Leading change with busy, skeptical end users during their most stressful season
Using usage data to prioritize where you spend your time and to tell a clear story to leadership
Required:
6+ years in customer success, account management, implementation or adoption roles at a B2B SaaS company
2+ years leading a team or function
A track record of improving adoption, retention or net revenue retention, with the numbers to show for it
Experience building onboarding, enablement and customer health programs
Preferred:
Experience selling to or serving CPA, accounting, legal or other professional services firms
Background with vertical software or AI products, where trust and accuracy drive adoption
Experience with CS platforms such as Gainsight, Vitally or ChurnZero, and with Salesforce or HubSpot
Familiarity with how CPA firms work during busy season
What We Offer:
Competitive salary and equity based compensation
Best-in-Class health benefits
Platinum, 100% Employer-paid medical, dental and vision insurance
Health Savings Account (HSA) and Flexible Spending Account (FSA)
Additional Health programs (e.g., One Medical, Talkspace, Kindbody)
401K, Roth 401k and other employer sponsored investment benefits
