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
- Parental Leave
- Unlimited PTO
- Relocation support to NYC (as needed)
