Director, Customer Success & Solution Specialists

**Company **

Established in 2018 by a team of CPAs, tax attorneys, and software developers, TaxBit is revolutionizing compliant adoption of digital assets on a global scale. TaxBit's Software-as-a-Service (SaaS) platform simplifies and automates tax reporting and accounting processes for digital assets.

Given the trust of prominent industry players such as leading crypto, tech, and traditional enterprises, Big 4 accounting firms, and government entities, TaxBit addresses compliance obstacles efficiently within a dynamic regulatory environment. TaxBit has the support of top Silicon Valley VCs and operates teams in various U.S. locations.

Role Overview

In the position of Director for Customer Success and Solution Specialists at TaxBit, you will oversee and expand teams that function as primary points of contact for the organization's portfolio of enterprise clients. Your core responsibilities will center around ensuring key customer outcomes including retention, satisfaction, revenue growth, adoption, and overall relationship management.

Your role will involve supporting your teams in enhancing value realization, exploring new use cases for extension, and educating customers on industry best practices. You will lead pre-sales technical product experts focusing on tax and accounting matters and collaborate with go-to-market teams to communicate TaxBit's competitive advantages to clients.

Your collaboration with internal stakeholders like Subject Matter Experts, Implementation teams, and Sales teams will be crucial in ensuring a seamless end-to-end customer experience. As a strong advocate for your teams and customers, you will manage product feature requests and facilitate feedback loops with the Product and Engineering teams. Your teams will be responsible for maintaining competitive intelligence on TaxBit products, fostering market insights, and sharing best practices and product knowledge with the sales team.

Key Duties

• Develop expertise as a technical thought leader to guide the strategy and action plan for TaxBit's Customer Experience segment in coordination with cross-functional partners.
• Become a product authority on our Enterprise offerings, contributing to competitive intelligence and creating training resources for diverse teams.
• Sustain existing client revenue through collaboration with Account Executives to augment account revenue.
• Secure and nurture strong client relationships across TaxBit's major accounts.
• Drive favorable customer business outcomes like CSAT/NPS scores, renewals, cross-sell, and up-sell opportunities.
• Establish effective governance structures for your teams, promoting activities such as Steering Committees, Business Reviews, and executive connections.
• Set goals and metrics for your team to foster business growth through cross-selling and upselling initiatives.
• Serve as the executive advocate for customer success.
• Establish and manage feedback mechanisms for your team to engage with the Product and Engineering units at TaxBit.
• Develop processes for your teams to evaluate performance and ensure that Customer Success and Solution Specialist teams can address business requirements effectively.
• Collaborate closely with other members of the Senior Leadership Team to deliver a seamless customer journey; this will involve partnering with Sales to facilitate knowledge transfer and post-sale relations, and coordinating with other post-sales teams to ensure flawless service delivery.
• Support teams in managing escalations or customer issues effectively, both pre- and post-sales.

Requirements

• Over 5 years of team management experience in account management, customer success, solutions architecture, or sales engineering.
• Proficiency in working with Enterprise SaaS platforms.
• Previous exposure to Technical Sales within a SaaS enterprise.
• Background and expertise in financial services, crypto, and/or tax and accounting realms is preferred.

Featured in the News

Forbes America's Best Startup Employers
Deloitte Top 10 Fast 500 Award
Forbes FinTech 50

Product Announcements

TaxBit Announces AI-Enabled Rules Engine for Crypto Accounting
TaxBit Launches DAC7 Compliance Solution for Digital Marketplaces
TaxBit Introduces The First Enterprise-Grade Legal Entity Support Solution for Digital Assets
TaxBit Launches Innovative CESOP Reporting Solution for Digital Assets

Thought-Leadership Pieces

Fortune - Future of Finance
NASDAQ - How Regulation and Technology Are Bridging the Gap Between Tradfi and Crypto
Future of Finance Roundtable Event (Video)
Coindesk - The Tax Implications of Sam Bankman-Fried’s Conviction
Fox Business - AI tools streamlining accounting workflows and opening capacity for innovation
Bloomberg Tax - Is Anyone Paying State Taxes on Bitcoin and NFTs? (Podcast)

Alliance/ Partner Announcements

IRS Taps TaxBit to Audit Bulk Crypto Transactions
EY to Collaborate With TaxBit on Digital Asset Tax Reporting
TaxBit and KPMG LLP Announce Alliance to Assist Digital Asset Companies Amid Market and Regulatory Uncertainty
Deloitte and TaxBit Form Alliance to Meet Exponential Market Demand for Digital Asset