Manager of Customer Success, Fonoa
Tax automation for the internet economy
Open for applications
Tax automation for the internet economy
201-500 employees
Open for applications
201-500 employees
Company mission
To eliminate the manual work when dealing with taxes on online transactions.
Role
Who you are
- 5-10 years of experience in Customer Success, Account Management, or a related post-sales function within B2B SaaS, with at least 2–3 years in a people leadership role managing CSMs or equivalent
- Demonstrated ownership of revenue outcomes: NRR, GRR, renewal rates, and expansion pipeline in a recurring revenue business
- Experience managing a portfolio of strategic, enterprise, and mid-market accounts as both a player and coach to a team, with comfort operating across both strategic and scaled engagement models
- Strong operational instincts — you build systems, cadences, and dashboards to run the business, not just the relationships
- A track record of hiring, developing, and retaining high-performing CS professionals across a range of experience levels
- Clear, structured communication skills with the ability to present to executive audiences and translate complex customer situations into business terms
- Comfort working cross-functionally with Sales, Product, Engineering, and Professional Services in a matrixed environment
- A genuine interest in the tax technology and compliance space, or a willingness to develop deep domain expertise quickly
- Energy for building: you thrive in environments where you’re creating structure, not inheriting it
What the job involves
- As a Manager of Customer Success at Fonoa, you will lead and develop a team of Customer Success Managers responsible for driving adoption, retention, and expansion across Fonoa’s customer base
- You will own the operational cadence of the CS team, from pipeline and renewal forecasting to health score governance and escalation management, while partnering closely with Sales, Solutions (Solutions Engineering and Solutions Architecture), Support, and Product to deliver customer outcomes at scale
- This role sits at the intersection of people leadership and GTM execution. You will be responsible for building a high-performing team culture, establishing repeatable playbooks, and translating customer intelligence into strategic inputs for the business. You will report directly to the VP of Customer Success and serve as a key member of the Customer Org leadership team
- Fonoa’s Customer Success organization is in a growth phase. This is an opportunity to shape the function, not inherit a finished one. You will have genuine influence over how we scale our CS motion, segment and serve our customers, and develop our people
- Team Leadership & Development: Hire, coach, and develop a team of CSMs across experience levels. Set clear expectations, run effective 1:1s and team cadences, and build a culture of accountability, curiosity, and collaboration aligned with Fonoa’s core principles
- Retention & Growth Ownership: Own the team’s net revenue retention (NRR), gross revenue retention (GRR), and CSM-sourced pipeline targets. Drive rigorous renewal forecasting and partner with Sales on expansion motions
- Operational Excellence: Establish and maintain the CS operating rhythm, including health score governance, account planning cadences, EBR scheduling, red account management, and internal leadership reporting
- Customer Escalation Management: Serve as the senior escalation point for at-risk accounts. Lead strategic recovery plans, engage executive sponsors, and coordinate cross-functional response when accounts require direct leadership involvement
- Playbook & Process Design: Build repeatable playbooks for adoption milestones, renewal, and expansion identification. Codify what “great” looks like so the team can execute consistently across segments
- Cross-Functional Partnership: Partner with Sales on joint account planning, with Product on feature request prioritization and roadmap feedback, with Professional Services on implementation-to-BAU transitions, and with Support on escalation triage and resolution
- Voice of the Customer: Aggregate and translate customer intelligence into actionable insights for Product, GTM, and executive leadership. Champion the customer perspective in internal planning and prioritization discussions
- Performance & Reporting: Define and track team KPIs, including Success Plan and EBR completion rates, time-to-value, and CSM productivity. Deliver clear, concise reporting to CS and GTM leadership
Salary benchmarks
Our take
It's never been simpler to set up a business online. Tools like Stripe, Intercom, and Twilio have enabled entrepreneurs to sell to millions of consumers and businesses across borders. But managing tax compliance remains a minefield that gets even more intense as companies grow and scale internationally.
Fonoa removes the challenge of managing indirect taxes from the everyday business of digital-native companies, with a suite of plug-and-play products that make up its global tax compliance platform. Since launching in 2018, the company has expanded its product suite heavily and secured big-name clients such as Booking.com, Spotify, Teachable, Uber and Zoom.
With strong funding under its belt and the 2026 acquisition of global tax compliance company Indirect Tax Edge (Edge), Fonoa has continued to develop towards becoming a fully international player offering services on a global scale. The company is focusing on a full tax stack approach for growth, prioritising technology to suit the digital business models of today. Through this, Fonoa is well-poised to tackle an almost unending market that has catapulted other startups to Unicorn status.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
196% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
May 2026
$110m
SERIES C
Jul 2022
$60m
SERIES B
Total funding: $195m
Company benefits
- Stake in the company: You'll have equity in Fonoa so when we win, you win.
- 25 days paid time off (PTO):Relax, recharge, and come back ready to conquer the (tax)w world.
- Team offsites: Departments and teams organize their own offsites throughout the year - to collaborate, strategize, and spend time together.
- Lunch on us: Bi-Weekly team lunches: Bond with colleagues in the office or virtually.
- Home office allowance: Want a more comfortable chair? Need a new monitor? Would you like to make your space more inspiring? Create the perfect setup at home.
- FUNoa: Once a year, we bring the entire company together for learning, bonding, and fun in a unique and inspiring location somewhere in the world.
Company HQ
North City, Dublin, Ireland
Leadership
Davor Tremac
(CEO)Prior to Fonoa, Davor was a GM at Uber for Southeastern Europe for 4 years, worked in consulting with McKinsey for a decade, and founded a VC-backed startup, Gourmeo.
Filip Sturman
(Co-Founder & COO)Former CPO of the company. Before Fonoa, was a business operator at Uber, Uber Eats, and Trivago between Croatia, Spain, and Germany.
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