Enterprise Customer Success Manager

Enterprise Customer Success Manager

Founded in 2018 by CPAs, tax attorneys, and software developers, Taxbit is creating an entirely new category to enable widespread compliant adoption of digital assets for the global economy. Taxbit's Software-as-a-Service (SaaS) platform streamlines and automates customers' tax reporting and accounting activities for digital assets.

Trusted by leading crypto, tech, and traditional enterprises, Big 4 accounting firms, and government agencies (including the IRS), Taxbit solves compliance challenges at scale amidst an ever-evolving regulatory landscape. Taxbit is backed by leading Silicon Valley VCs with teams located in New York City, San Francisco, Seattle, Salt Lake City, and Europe.

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 of 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

Personal Characteristics

Product & Domain Expertise

Customer Engagement & Relationship Management

Commercial Savviness

Operational Rigor

Problem Solving & Issue Resolution

Communication & Presentation

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