Director, Customer Success & Solution Specialists

The Role

As our Director, Customer Success and Solution Specialists, 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 help support your teams as they work to deepen value realization including: supporting existing solutions, identifying new use cases for expansion, and educating customers on industry best practices. You’ll lead our pre sales technical product experts for all things tax and accounting, and you’ll help go to market teams understand and share our competitive advantage with customers. 

You will collaborate internally with stakeholders like SMEs, Implementation, 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 your 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. 

Key Responsibilities

• Develop proficiency as a technical thought leader helping to drive the strategy and execution plan for TaxBit’s Customer Experience segment, working with cross functional partners.
• Become a product expert on our Enterprise products, helping to build out competitive intelligence and training documents for our cross functional teams. 
• Retain existing client revenue while working in partnership with our Account Executives to add revenue to the account base 
• 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)
• 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
• Advocate for the success of your customers as the executive champion 
• 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 Success and Solutions Specialist teams are able to drive business needs
• Partner cross-functionally 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 Implementation 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 

Required Qualifications

• 5+ years of people management experience in account management, 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