Instead
Engagement Manager
Lehi, Utah · Senior
Sponsorship not specified$30k-$50kDetected 38 days ago
Project ManagementAccount ManagementAccountingTaxLogisticsCustomer SuccessCommunication
About the role
- You are the face of Instead to our customers, guiding them from onboarding through adoption, expansion, and renewal.
- You'll work closely with Tax Engineers, who bring the domain expertise and run the hands-on technical implementation.
- You don't need to be a tax expert, but you need to understand how accounting firms operate and what it takes to earn their trust.
Responsibilities
- Own the end-to-end customer journey for a portfolio of accounting firms, from post-sale onboarding through full adoption and renewal
- Build trusted relationships with firm partners, tax managers, and operations leaders, becoming their primary point of contact at Instead
- Drive product adoption through structured enablement plans, regular check-ins, and proactive outreach when usage drops or questions arise
- Partner with Tax Engineers to ensure technical implementation quality and translate customer feedback into actionable product insights
- Help build and refine the Engagement playbook as Instead scales from dozens to hundreds of firm relationships
Requirements
- 4+ years of experience in customer success, engagement management, account management, or a similar customer-facing role in a B2B SaaS or professional services environment
- A track record of driving customer retention, expansion, and satisfaction
- You know when to listen, when to advise, and when to push for a commitment
- You have a bias for action.
Compensation
- Competitive base, variable compensation, and equity
- Lehi, Utah (on-site with travel)
- We evaluate candidates based on capability, judgment, ownership, and fit for the role's responsibilities.
- We welcome candidates who can help us build a category-defining company in tax technology.
Benefits
- Monitor customer health metrics and take initiative to reduce churn risk and drive retention
Company info
- Strong project management skills. You keep implementations on track, stakeholders aligned, and customers confident
Equal opportunity
- Instead is an equal opportunity employer.
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This listing is sourced directly from Instead's careers page and normalized into a canonical job model.