Head of Customer Success

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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 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 of 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

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