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Senior Enterprise Client Success Manager

2 months ago

San Francisco, California, United States TaxBit Full time
Company Overview


Founded in 2018 by a team of CPAs, tax attorneys, and software developers, TaxBit is pioneering a new category aimed at facilitating the compliant adoption of digital assets on a global scale.

TaxBit's Software-as-a-Service (SaaS) platform is designed to streamline and automate tax reporting and accounting processes for digital assets.

Our platform is trusted by leading organizations in the crypto, technology, and traditional sectors, as well as Big 4 accounting firms and government agencies, including the IRS. TaxBit effectively addresses compliance challenges in a rapidly changing regulatory environment.

Backed by prominent Silicon Valley venture capitalists, TaxBit has teams located across major cities.

Opportunity for Impact

As a rapidly growing startup, acquiring new customers is essential for TaxBit's success. Equally important is our ability to effectively manage and expand our existing customer relationships.

In this pivotal role as an early customer success hire, you will be the primary point of contact for a portfolio of enterprise clients.

You will be responsible for key customer outcomes, including retention, satisfaction, adoption, and overall relationship health.


Your role will involve partnering with enterprise clients to enhance value realization, which includes supporting current solutions, identifying new use cases for growth, and educating clients on industry best practices.


You will collaborate with internal stakeholders such as Subject Matter Experts (SMEs), Implementation, and Sales teams to ensure a seamless experience for your clients.

As an advocate for your clients, you will manage product feature requests and create feedback loops with our Product and Engineering teams.

This role offers numerous opportunities to amplify your impact within a fast-paced startup environment.

Role and Responsibilities

  • Develop and nurture strong client relationships across a portfolio of TaxBit's largest accounts.
  • Drive successful business outcomes for customers (e.g., CSAT/NPS, renewals, cross-sell, up-sell).
  • Ensure all clients become advocates and references for TaxBit.
  • Act with urgency, deliver measurable results, and establish strong relationships with key clients.
  • Implement a robust governance structure for each account, including Steering Committees, Monthly Business Reviews, and executive engagement.
  • Champion the success of your clients; create and manage a feedback loop with TaxBit's Product and Engineering teams.
  • Assist clients with issue resolution (e.g., bugs, inquiries, and feature requests).
  • Collaborate cross-functionally to guarantee a seamless customer experience; this includes working with Sales for smooth knowledge transfer and coordinating with other post-sales teams for flawless service delivery.
  • Provide training and customer education on new products and features.
  • Prepare presentations and reports for executive stakeholders.
  • Contribute positively to team culture and the working environment.
Professional Qualifications

  • Bachelor's degree; MBA preferred.
  • 5+ years of experience in account management, customer success, consulting, or professional services.
  • Experience and expertise in financial services, cryptocurrency, and/or tax and accounting preferred.
Personal Characteristics

  • Exceptional problem-solving and critical-thinking abilities.
  • Strong oral and written communication skills.
  • Capability to manage complex tasks and situations across multiple accounts.
  • Proven adaptability to new technologies and quick learning ability.
  • Effective prioritization and escalation of customer issues.
  • Growth mindset with the ability to thrive in ambiguous situations.
  • Strong desire to work in a fast-paced startup environment.
Compensation

The base salary range for this role is competitive and may include incentive compensation, equity, and benefits. Actual compensation will vary based on various job-related factors, including location, experience, level, and qualifications. Benefits & Perks

  • Competitive cash compensation based on experience.
  • Equity (RSUs).
  • Comprehensive benefits package.
  • A modern 401(k) plan with access to cryptocurrency and financial wellness benefits.
  • Hybrid working model: 3 days in-office, 2 days remote/flexible.
  • Team lunches, snacks, and beverages.
  • Discretionary Time Off for flexibility to rest and recharge.
  • Paid parental leave for bonding with your child.
  • Fertility benefits.
  • Autonomous work environment with flexibility in work execution.