Head of Customer Success

Opportunity for Impact

As our Customer Success Leader, you will manage and grow the Taxbit teams that serve as central points of contact for our portfolio of existing and growing enterprise customers. You’ll have accountability for key customer outcomes such as retention, satisfaction, revenue, adoption, and overall relationship health.

You will support your teams as they work to deepen value realization including: implementation, support, identifying new use cases for expansion, and educating customers on industry best practices. You’ll lead our post-sales teams while understanding and sharing our competitive advantage with customers.

You will collaborate internally with stakeholders like SMEs and Sales teams to ensure a seamless end-to-end experience for our customers. You’ll serve as an executive champion for your teams and our customers when it comes to managing product feature requests and building feedback loops with our Product and Engineering teams. Your teams will be responsible for building competitive intelligence of Taxbit products, helping to develop market intel, and sharing best practices and product expertise with our sales team.

Role and Responsibilities

• Be a hands-on leader in the Customer Experience model from implementation to expansion and renewal to ongoing support; add sophistication and operational rigor to the existing function
• Advocate for the success of your customers as the executive champion
• Own and grow deep client relationships across a portfolio Taxbit’s largest accounts
• Drive successful customer business outcomes (e.g. CSAT/NPS, renewals, cross-sell, up-sell)
• Retain existing client revenue while working in partnership with our Account Executives to add revenue to the account base
• Establish a strong governance structure for each of your team’s accounts, e.g. SteerCos, MBRs/QBRs, executive engagement
• Define goals and metrics for your team to grow business through cross-selling and upsell opportunities
• Develop proficiency as a technical thought leader helping to drive the strategy and execution for Taxbit’s Customer Experience, working with cross functional partners.
• Create and manage a feedback loop for your team to liaise with Taxbit’s Product and Engineering teams
• Build processes for your teams that help to measure performance and ensure that the Customer Operations teams are able to drive business needs
• Partner cross-functionally and globally with other Senior Leadership Team members 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 Account Managers and SMEs to ensure flawless service delivery
• Support teams through any escalations or customer issues that may arise for both pre-sales and post-sales
• Be the executive sponsor of driving customer centricity broadly across Taxbit.

Professional Qualifications

• 10-15 years of people management experience in account management, implementation, customer success, solutions architecture, or sales engineering
• Experience working with Enterprise SaaS platforms
• Previous Technical Sales experience in a SaaS organization
• Background and expertise in financial services, crypto and/or tax and accounting preferred

Personal Characteristics

• Hands-on, values-driven leader
• Highly collaborative across departments and geographies
• Proactive communicator

The base salary range for this role is $150,000 – $225,000. Certain roles may be eligible for incentive 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

• Competitive cash compensation (based on experience)
• Equity (RSUs)
• Competitive benefits package
• A modern 401(k) plan that includes access to crypto, financial wellness benefits, low fees and more
• Hybrid working model: 3 days in-office, 2 days WFH/flexible
• Monday team lunches, snacks and drinks
• Discretionary Time Off – enjoy the flexibility to rest, refuel, and recharge
• Paid parental leave to bond with your child
• Fertility Benefit
• Autonomous work and flexibility in how work is performed