Enterprise Customer Success Manager

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What Taxbit is looking for in applicants

About TaxBit

TaxBit is helping to drive mainstream adoption of digital assets by connecting the consumer, enterprise, and government tax and accounting ecosystems. 

Our Software-as-a-Service (SaaS) platform streamlines our customers’ reporting experience across traditional and digital asset classes. We are trusted by thousands of consumers, leading exchanges and enterprises, government agencies—including the IRS— respected accounting firms, and others to solve complex accounting problems at scale and ensure compliance with the latest tax laws. TaxBit investors include IVP, Insight Partners, Paradigm, Tiger Global, Madrona Venture Group, PayPal Ventures, Winklevoss Capital, Coinbase Ventures, and other leading crypto investors. Our team is located in Salt Lake City, UT and Seattle, WA.

If you’re searching for a company that’s dedicated to your growth, recognizes your unique contribution, and provides a fun, flexible, and inclusive work environment, then TaxBit is the place for you. We’re looking for team members who are ready to join a hypergrowth company and excited to work at the forefront of an entirely new industry. 

The Role

As a hypergrowth 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 an early 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!

Key Responsibilities

  • 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)
  • 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. SteerCos, MBRs/QBRs, executive engagement
  • 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
  • Provide training and customer education for new products and features
  • Prepare presentations and reports for executive stakeholders
  • Contribute to a great team culture and working environment

Required 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

Desired Skills

  • Excellent problem-solving and critical-thinking skills
  • Effective oral and written communication skills
  • Ability to manage complex tasks and situations across multiple accounts
  • Proven ability to adapt to new technologies and learn quickly
  • Ability to effectively prioritize and escalate customer issues
  • Growth mindset and ability to thrive amidst ambiguity
  • Strong desire to work in a hypergrowth startup

Why you want to work here

  • Competitive cash compensation
  • Stock options
  • Insurance Package; Dental, Medical, Vision coverage with certain plans eligible for 100% medical premium coverage
  • 401k
  • Unlimited PTO
  • Maternity/Paternity Leave
  • Friday team lunches
  • Company Paid Life and Accidental Death Insurance
  • Affordable and Optional Short & Long Term Disability and Supplemental Life Insurance
  • Wellness Programs
  • Hybrid working model: 3 days in-office, 2 days remote
  • Autonomous and flexible work

**Vaccines are mandatory in order to foster a safe environment. 

Want some tips on how to get an interview at Taxbit?

What is Taxbit looking for?
If this role looks interesting to you, a great first step is to understand what excites you about the team, product or mission. Take your time thinking about this and then tell the team! Get in touch and communicate that passion.
What are interviews for Enterprise Customer Success Manager like?
Interview processes vary by company, role and team. The best plan is to see what others have experienced and then plan accordingly.
How to land an interview at Enterprise Customer Success Manager?
A great first step is organizing your path to an offer. Check out Kiter for tools to get started!