Manager, Customer Success in London

At Fonoa, we are transforming how digital-first companies stay tax compliant. We provide simple and modular API solutions that easily integrate into any existing workflow. Through our technology-first approach, we reduce manual processes, increase compliance and reduce the cost of operations when transacting and scaling internationally.

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, 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.

What you will do:

• 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.

You will be a great fit if you have:

• 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.

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