Senior Enterprise Client Success Manager

2 weeks ago

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


Founded in 2018 by professionals in accounting, tax law, and software development, 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 enhances and automates the tax reporting and accounting processes for digital assets.


With trust from leading firms in cryptocurrency, technology, and traditional sectors, as well as major accounting firms and government entities, including the IRS, TaxBit effectively addresses compliance challenges in a rapidly changing regulatory environment.

Backed by prominent Silicon Valley venture capitalists, TaxBit has teams situated in various major cities.

Opportunity for Impact

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

As an early hire in customer success, you will act as a key contact for a portfolio of enterprise clients.

You will be responsible for essential customer outcomes such as 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, including subject matter experts, implementation teams, and sales, to ensure a seamless experience for your clients.

Additionally, you will advocate for your clients by managing product feature requests and establishing feedback loops with our Product and Engineering teams.

Key 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 build deep relationships with key customers.
  • Establish a robust governance framework for each account, including steering committees and executive engagement.
  • Champion customer success; 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, including smooth knowledge transfer post-sale.
  • Provide training and education for clients on new products and features.
  • Prepare presentations and reports for executive stakeholders.
  • Contribute positively to team culture and work environment.
Professional Qualifications

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

  • Strong problem-solving and critical-thinking abilities.
  • Effective verbal and written communication skills.
  • Capability to manage complex tasks across multiple accounts.
  • Proven adaptability to new technologies and quick learning.
  • Ability to prioritize and escalate customer issues effectively.
  • Growth mindset and ability to thrive in a fast-paced environment.
  • Strong desire to work in a rapidly growing startup.
Compensation

The base salary range for this position is $101,436 to $165,247. Certain roles may qualify for 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 rest and rejuvenation.
  • Paid parental leave for bonding with your child.
  • Fertility benefits.
  • Autonomous work with flexibility in execution.

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