Enterprise Customer Success Manager

Back to jobs New Enterprise Customer Success Manager New York, New York, United States Apply Company Founded in 2018 by CPAs, tax attorneys, and software developers, TaxBit is creating an entirely new category to enable widespread compliant adoption of digital assets for the global economy. TaxBit’s Software-as-a-Service (SaaS) platform streamlines and automates customers’ tax reporting and accounting activities for digital assets.  Trusted by leading crypto, tech, and traditional enterprises, Big 4 accounting firms, and government agencies (including the IRS), TaxBit solves compliance challenges at scale amidst an ever-evolving regulatory landscape. TaxBit is backed by leading Silicon Valley VCs with teams located in New York City, San Francisco, Seattle, Salt Lake City, and Washington, D.C. Opportunity for Impact As a start-up, landing new customers is critical to TaxBit’s success. Our ability to successfully manage and grow our existing customer base is of equal importance. As a customer success hire for the company, you’ll serve as a central point of contact for a portfolio of enterprise customers. You’ll have accountability for key customer outcomes such as retention, satisfaction, adoption, and overall relationship health. You will partner with your portfolio of enterprise customers to deepen value realization including: supporting existing solutions, identifying new use cases for expansion, and educating customers on industry best practices.  You will collaborate internally with stakeholders like SMEs, Implementation, and Sales teams to ensure a seamless end-to-end experience for your customers. You’ll serve as an advocate for your customers when it comes to managing product feature requests and building feedback loops with our Product and Engineering teams. You’ll have lots of fun opportunities to scale your impact at a hypergrowth start-up! Role and Responsibilities Own and grow deep client relationships across a portfolio TaxBit’s largest accounts Drive successful customer business outcomes (e.g. CSAT/NPS, renewals, uncover opportunities for cross-sell/up-sell) Ensure all customers become TaxBit advocates and references Operate with urgency, drive measurable results, and establish deep relationships with key customers Establish a strong governance structure for each of your accounts, e.g. Business Reviews, Executive touchpoints, etc.) Advocate for the success of your customers; create and manage a feedback loop with TaxBit’s Product and Engineering teams Support customers with issue resolution (e.g. bugs, pulses, and feature requests) Partner cross-functionally 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 Implementation and SMEs to ensure flawless service delivery Prepare presentations and reports for executive stakeholders Contribute to a great team culture and working environment Professional Qualifications Bachelor’s degree; MBA preferred 5+ years of experience in account management, customer success, consulting, or professional services Background and expertise in financial services, crypto and/or tax and accounting preferred Personal Characteristics Product & Domain Expertise Proficient understanding of Taxbit’s platform across both accounting and information reporting Comfort navigating enterprise fintech domain Strong understanding of ICPs and value prop for different products for each ICP Customer Engagement & Relationship Management Ability to build trust and multi-thread relationships across technical, financial, and executive stakeholders. Strategic account planning and execution aligned with customer goals and business outcomes. Skilled in leading Business Reviews and roadmap alignment discussions. Commercial Savviness Proficiency in driving complex renewals, identifying expansion opportunities, and managing churn risks. Skilled in commercial conversations and can drive discovery to learn more about customer needs Operational Rigor Disciplined note-taking, task tracking, and internal documentation for visibility and accountability. Data-driven mindset with ability to manage and improve account health metrics and engagement cadences. Ability to manage multiple complex accounts with rigor, timelines, and follow-through. Problem Solving & Issue Resolution Consultative problem-solving mindset: proactive risk identification, root cause analysis, and mitigation planning. Effective escalation management in partnership with product, legal, engineering, and finance. Communication & Presentation Clear, professional, concise and persuasive verbal and written communication with both technical and executive audiences. Ability to tell the story of value delivered using data and business impact. Compensation The base salary range for this role is $110,000 - $160,000. 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 TaxBit in the News  Corp Press Forbes America's Best Startup Employers Deloitte Top 10 Fast 500 Award Forbes FinTech 50 Recent 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 TB 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 Disclaimers By submitting an application for this role, you certify that the information contained in the application is correct to the best of your knowledge. You understand that to falsify information is  grounds for refusing to hire you, or for discharge should you be hired.  Employment with the Company is at will unless otherwise stated in a written agreement signed by the CEO of the Company.  This means that either the Company or the employee can terminate the employment at any time and for any reason, with or without notice.     Apply for this job * indicates a required field First Name * Last Name * Preferred First Name Email * Phone Resume/CV Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf Cover Letter Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf LinkedIn Profile Website Taxbit operates on a Hybrid Remote policy, with 3 in-office days per week. Additionally, certain roles are specific to certain office locations - for this role, we are hiring for our New York City office. 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