Enterprise Customer Success Manager

**Company **

Established in 2018 by professionals in the fields of CPAs, tax law, and software development, TaxBit is paving the way for compliant adoption of digital assets on a global scale. The company’s innovative Software-as-a-Service (SaaS) platform simplifies and automates digital asset tax reporting and accounting processes.

Trusted by top cryptocurrency, technology, and traditional corporations, as well as notable accounting firms and government bodies, including the IRS, TaxBit addresses compliance challenges amidst continuously changing regulatory environments. With support from prominent Silicon Valley venture capitalists, TaxBit has operations in various locations across the United States.

Opportunity for Impact

In this startup setting, attracting new customers is crucial for TaxBit’s growth, while effectively managing and expanding the existing customer base is equally important. As a Customer Success professional within the organization, you will play a central role in managing a portfolio of enterprise clients. Your responsibilities will include ensuring customer satisfaction, retention, adoption, and overall client relationship health.

Collaborating closely with enterprise clients, you will focus on maximizing the value they derive from TaxBit’s solutions. This involves providing support for current offerings, exploring new utilization scenarios for growth, and educating clients on industry best practices.

Internally, you will work alongside subject matter experts, Sales teams, and Implementation teams to ensure a seamless customer experience. Your role will also involve advocating for client needs by managing product feature requests and establishing communication channels with the Product and Engineering departments within TaxBit.

This dynamic role at a rapidly growing startup will offer ample opportunities for professional development and impact.

Roles and Responsibilities

• Cultivate and enhance strong relationships with a portfolio of TaxBit’s key clients
• Drive positive customer outcomes such as high satisfaction levels, renewals, and additional product uptake
• Foster customer advocacy and serve as a reference point for potential clients
• Operate with urgency, achieve measurable results, and establish enduring partnerships with key clients
• Implement robust governance mechanisms for each client account, including steering committees and regular review meetings
• Advocate for client success by facilitating effective feedback loops between clients and TaxBit’s Product and Engineering teams
• Aid clients in resolving issues such as bugs, enhancements, and feature requests
• Collaborate cross-functionally to ensure a smooth, end-to-end customer journey, working closely with Sales, Implementation, and subject matter experts to ensure seamless service delivery
• Deliver training and educational sessions to clients on new products and features
• Prepare reports and presentations for executive stakeholders
• Contribute towards fostering a positive team culture and conducive work environment

Professional Qualifications

• Bachelor’s degree; MBA is preferred
• At least 5 years of experience in account management, customer success, consulting, or professional services
• Background in financial services, cryptocurrency, tax, and accounting is advantageous

Personal Characteristics

• Strong problem-solving and critical-thinking abilities
• Effective verbal and written communication skills
• Proficient in managing complex tasks and multiple client accounts
• Demonstrated ability to adapt to new technologies and learn quickly
• Capacity for effective prioritization and escalation of customer issues
• Embrace a growth mindset and thrive in ambiguous environments
• Keen interest in working within a high-growth startup atmosphere

Compensation

The base salary range for this position falls between $101,000 and $161,000. Certain roles may also qualify for additional compensation, equity, and benefits, with the final compensation package being contingent on various factors such as location, experience, and qualifications.

Benefits & Perks

• Competitive cash compensation linked to experience
• Equity entitlements (RSUs)
• Competitive benefits package offered
• Modern 401(k) plan inclusively designed with features like access to crypto, financial wellness benefits, and low fees
• Hybrid work model including 3 days in the office and 2 days of remote work/flexibility
• Monday team lunches, along with snacks and beverages
• Flexible Discretionary Time Off policy allowing for rest, refreshment, and recharging
• Paid parental leave provision
• Fertility Benefit coverage
• Work autonomy and flexibility

Recent Achievements, Product Announcements, and Industry Engagements

• Forbes recognition for being among America's Best Startup Employers
• Deloitte's Top 10 Fast 500 Award recipient
• Listing in Forbes FinTech 50
• Ongoing product innovations and solutions catering to digital asset taxes and compliance issues
• Collaborative efforts with recognized industry partners like EY, KPMG LLP, and Deloitte

Disclaimers

• Candidates are required to provide accurate information when applying for this position, as false information may result in refusal of employment or termination if hired.
• Employment with the company is at-will unless specified otherwise in a formal agreement signed by the CEO, allowing either party to terminate the employment with or without notice.