Description
The Customer Success Manager is essential in driving customer engagement and maximizing product usage, serving as the primary liaison for customers.
In this opportunity as a Customer Success Manager (Tax & Trade), you will play a critical role in driving customer value, adoption, and long-term success. You will serve as the primary trusted advisor for your customer portfolio, ensuring clients fully adopt and leverage Tax & Trade solutions to achieve their business and compliance objectives.
Key Responsibilities:
- Cultivate and sustain strong relationships with key customer stakeholders, acting as the primary point of contact for ongoing engagement, support, and strategic guidance.
- Design and execute tailored customer success plans aligned to each customer's objectives, regulatory context, and maturity, ensuring measurable outcomes and value realization.
- Proactively identify retention and churn risks, develop targeted mitigation strategies, and triage issues with the appropriate internal teams to protect customer outcomes and renewals.
- Conduct regular customer check-ins and Executive Business Reviews (EBRs) to review progress, align on priorities, and proactively address risks or opportunities.
- Monitor and analyze product usage and adoption trends, identifying barriers to adoption and implementing targeted strategies to increase engagement, feature utilization, and customer health.
- Track and manage key success metrics, including customer health scores, adoption of new features, time to first value, and overall satisfaction.
- Collaborate closely with Sales to support renewals and identify expansion opportunities, including upsell and cross-sell initiatives, while helping customers evolve and challenge their goals.
- Act as the voice of the customer, gathering insights and feedback to inform product development, roadmap prioritization, and go-to-market strategies.
- Develop customer success stories and case studies that demonstrate the value and impact of Tax & Trade solutions.
- Partner cross-functionally with Sales, Product, Marketing, and other internal teams to align customer success initiatives with broader business objectives and strategic account plans.
Success in this role is measured through strong customer outcomes, high retention rates, increased product adoption, and long-term customer advocacy.
Required Qualifications:
- 3-5 years of relevant experience in Customer Success, Account Management, Consulting, or a client-facing role within SaaS, Tax, Trade, Regulatory, or Financial Services environments.
- Strong interest in technology and software solutions, with a willingness to learn and work with innovative, AI-enabled products.
- Proven ability to build trusted, long-term customer relationships and engage effectively with stakeholders at multiple levels.
- Analytical mindset with the ability to interpret usage data, adoption metrics, and customer health indicators to drive proactive action.
- Excellent communication, presentation, and stakeholder-management skills.
- Positive, customer-centric attitude with strong problem-solving capabilities and a proactive approach to managing risk and change.
- Demonstrated ability to work effectively in cross-functional teams, contributing to shared goals and exceptional customer experiences.
- Comfortable operating in a regulated and detail-oriented domain, balancing customer needs with compliance and product best practices.
Preferred Qualifications:
- Bachelor's degree, preferably in Law, Business, Finance, Economics, or a related field (or equivalent professional experience).
What's in it For You?
- Hybrid Work Model: We've adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected.
- Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset.
- Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions.
- Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
- Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more.
- Social Impact: Make an impact in your community with our Social Impact Institute.