Customer Usage and Adoption Lead

Black Ore is building the leading AI platform designed to accelerate financial services. Our flagship offering, Tax Autopilot, uses proprietary AI agents to automate tax preparation and compliance, helping CPA and tax firms overcome the talent shortage and grow their practices. Founded in 2022, we launched with $60 million in early-stage funding from leading investors including a16z, Founders Fund, General Catalyst, Khosla Ventures, Oak HC/FT and Trust Ventures, along with founders and operators such as Jason Gardner (Marqeta), Max Levchin (PayPal, Affirm), Tom Glocer (former CEO, Thomson Reuters), Gokul Rajaram and Mark Britto (PayPal).

We look for people who bring:

• Owner mentality: you take initiative, spot problems and implement solutions.

• Mission drive: you're excited to build AI that changes how financial services work.

• Intellectual curiosity: you go deep on the function, the customer and the problem.

• Team orientation: you collaborate respectfully and put the team first.

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 and activation 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

• A track record of improving adoption, activation, 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)