Enterprise Customer Success Manager

Opportunity for Impact

As a start-up, landing new customers is critical to Taxbit’s success. Our ability to successfully manage and grow our existing customer base is of equal importance. As a customer success hire for the company, you’ll serve as a central point of contact for a portfolio of enterprise customers. You’ll have accountability for key customer outcomes such as customer satisfaction, product adoption, relationship management, and overall relationship health.

You will partner with your portfolio of enterprise customers to deepen value realization including: supporting existing solutions, identifying new use cases for expansion, and educating customers on industry best practices. 

You will collaborate internally with stakeholders like SMEs, Implementation, and Sales teams to ensure a seamless end-to-end experience for your customers. You’ll serve as an advocate for your customers when it comes to managing product feature requests and building feedback loops with our Product and Engineering teams.

You’ll have lots of fun opportunities to scale your impact at a hypergrowth start-up!

Role and Responsibilities

• Own and grow deep client relationships across a portfolio Taxbit’s largest accounts
• Drive successful customer business outcomes (e.g. CSAT/NPS, renewals, uncover opportunities for cross-sell/up-sell)
• Ensure all customers become Taxbit advocates and references
• Operate with urgency, drive measurable results, and establish deep relationships with key customers
• Establish a strong governance structure for each of your accounts, e.g. Business Reviews, Executive touchpoints, etc.
• Advocate for the success of your customers; create and manage a feedback loop with Taxbit’s Product and Engineering teams
• Support customers with any issue resolution and future feature requests
• Partner cross-functionally to ensure Taxbit delivers a seamless customer experience; this includes partnering with Sales to ensure a smooth knowledge transfer and relationship post-sale and working in concert with other post-sales teams like implementation and SMEs to ensure flawless service delivery
• Prepare presentations and reports for executive stakeholders
• Contribute to a great team culture and working environment

Professional Qualifications

• Bachelor’s degree; MBA or master degree preferred
• 5+ years of experience in account management, customer success, consulting, or professional services
• Background and expertise in financial services, crypto and/or tax and accounting preferred
• Strong interest in artificial intelligence and emerging technologies, with a proactive approach to learning and experimentation.

Personal Characteristics

Product & Domain Expertise

• Proficient understanding of Taxbit’s platform across both accounting and information reporting
• Comfort navigating enterprise fintech domain
• Strong understanding of ICPs and value prop for different products for each ICP

Customer Engagement & Relationship Management

• Ability to build trust and multi-thread relationships across technical, financial, and executive stakeholders.
• Strategic account planning and execution aligned with customer goals and business outcomes.
• Skilled in leading Business Reviews and roadmap alignment discussions.

Commercial Savviness

• Skilled in commercial conversations and can drive discovery to learn more about customer needs
• Proficiency in driving complex renewals, identifying expansion opportunities, and managing churn risks.

Operational Rigor

• Data-driven mindset with ability to manage and improve account health metrics and engagement cadences.
• Ability to manage multiple complex accounts with rigor, timelines, and follow-through.
• Disciplined note-taking, task tracking, and internal documentation for visibility and accountability.

Problem Solving & Issue Resolution

• Consultative problem-solving mindset: proactive risk identification, root cause analysis, and mitigation planning.
• Effective escalation management in partnership with product, legal, engineering, and finance.

Communication & Presentation

• Clear, professional, concise and persuasive verbal and written communication with both technical and executive audiences.
• Ability to tell the story of value delivered using data and business impact.

Compensation

The base salary range for this role is $110,000 - $160,000 with eligibility for variable compensation, equity, and benefits. Actual compensation will vary depending on various job-related factors, including, but not limited to location, experience, level, and job qualifications.

Benefits & Perks 

• Competitive cash compensation (based on experience)
• Equity (RSUs)
• Competitive benefits package
• A modern 401(k) plan that includes access to crypto, financial wellness benefits, low fees and more 
• Hybrid working model: 3 days in-office, 2 days WFH/flexible
• Monday team lunches, snacks and drinks 
• Discretionary Time Off - enjoy the flexibility to rest, refuel, and recharge 
• Paid parental leave to bond with your child 
• Fertility Benefit 
• Autonomous work and flexibility in how work is performed