Head of Customer Success

Taxbit; San Francisco (CA); Hybrid; USD 150,000 - 225,000; Full time

Job summary

A progressive tech company in San Francisco is seeking a Head of Customer Success to manage teams focused on key customer outcomes, including retention and satisfaction. The ideal candidate will have 10-15 years of experience in customer success or account management and a background in SaaS. This role offers competitive compensation, equity, and a hybrid working model.

Benefits

Competitive cash compensation

Equity (RSUs)

Hybrid working model

Paid parental leave

Discretionary Time Off

Qualifications

• 10-15 years of experience in account management, implementation, or customer success.
• Experience with Enterprise SaaS platforms.
• Technical Sales experience in a SaaS organization preferred.

Responsibilities

• Manage and grow Customer Success teams.
• Own and grow relationships across large accounts.
• Drive successful customer business outcomes.
• Be the executive sponsor of customer centricity.

Skills

People management

Customer success

Technical thought leadership

Collaboration

Job description

Overview

Join to apply for the Head of Customer Success role at Taxbit.

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 Europe.

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

• 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

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.

Seniority level

• Executive

Employment type

• Full-time

Job function

• Other
• Industries: Data Infrastructure and Analytics

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