Enterprise Customer Success Manager New New York, New York, United States

Taxbit Enterprise; New York (NY); Hybrid; USD 110,000 - 160,000; Full time

Job summary

Taxbit, a leading enterprise SaaS company in the digital asset space, seeks a Customer Success Manager to cultivate and grow relationships with key enterprise clients. You will ensure customer satisfaction and retention, while collaborating with internal teams to support client needs and drive product adoption.

Benefits

Competitive cash compensation

Equity (RSUs)

Competitive benefits package

Modern 401(k) with access to crypto

Monday team lunches

Discretionary Time Off

Paid parental leave

Fertility Benefit

Qualifications

• 5+ years of experience in account management, customer success, or professional services.
• Background in financial services, crypto, or tax and accounting preferred.

Responsibilities

• Own and grow deep client relationships across a portfolio of accounts.
• Drive successful customer business outcomes such as CSAT/NPS and renewals.
• Advocate for customers to manage product feature requests.

Skills

Customer Engagement

Relationship Management

Problem Solving

Communication

Analytical Skills

Job description

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

• 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
• 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.
• 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.

• 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
• 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.

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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. Please confirm you will comply with the hybrid policy in our NYC office.* * Select...