[Hiring] Customer Experience Manager @Pointer Strategy

Role Description

As a Customer Experience Manager (Tax) at Tax Nuggets Academy, you will own the customer experience for a tax knowledge platform designed for Australian SME accountants and tax practitioners. Your responsibilities include:

• Running live onboarding sessions across both products for practitioners.
• Conducting learning plan consultations and quarterly learning reviews.
• Hosting one-to-many webinars for onboarding, adoption, and best practices.
• Being the product expert and handling technical questions escalated from the team.
• Acting as the AI best-practice voice for accounting firms regarding implementation, AI policy, and education.
• Owning customer experience initiatives end to end: design, execution, and measurement.
• Spotting upsell and expansion signals during onboarding and flagging them to the sales team.
• Building sales and marketing assets from insights gained, including quarterly topic briefs and best-practice materials.
• Picking up ad hoc projects and collaborating with sales leaders to create a world-class customer experience playbook.

Qualifications

• 3–5 years of experience in an accounting or tax practice, ideally boutique or SME-focused.
• Excellent client management skills and a growth mindset.
• Technical grounding to be seen as a trusted adviser.
• Comfortable with ambiguity and making decisions without a predefined framework.
• Experience with SaaS or customer success is beneficial but not essential.
• Ability to quickly learn new software with minimal guidance.
• A mindset that challenges the status quo.

Requirements

• Understanding of accounting, particularly tax.
• Desire to transition from practicing accounting to a more product-led role.
• Technical credibility with real practitioners.

Benefits

• Base salary of $100K–$120K.
• Fully remote work from anywhere in Australia.
• 12 months of ongoing training and support, including advanced training programs.
• Access to communities for professional growth.