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Director of Customer Success

About TaxBit

 

TaxBit is helping to drive mainstream adoption of digital assets by connecting the consumer, enterprise, and government tax and accounting ecosystems. 

 

Our Software-as-a-Service (SaaS) platform streamlines our customers’ reporting experience across traditional and digital asset classes. We are trusted by thousands of consumers, leading exchanges and enterprises, government agencies—including the IRS— respected accounting firms, and others to solve complex accounting problems at scale and ensure compliance with the latest tax laws. TaxBit investors include IVP, Insight Partners, Paradigm, Tiger Global, PayPal Ventures, Winklevoss Capital, Coinbase Ventures, and other leading crypto investors. Our team is located in Salt Lake City, UT and Seattle, WA.

 

If you’re searching for a company that’s dedicated to your growth, recognizes your unique contribution, and provides a fun, flexible, and inclusive work environment, then TaxBit is the place for you. We’re looking for team members who are ready to join a hypergrowth company and excited to work at the forefront of an entirely new industry. 

 

The Role

 

As the Director of Customer Success, you’ll drive customer business outcomes, including satisfaction and retention, and partner with sales to close expansion opportunities.

 

As a hypergrowth startup, 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 the first customer success hire for the company, you’ll be responsible for the design and execution of the post-sales customer experience and driving adoption and value realization for our customers. We’re in the very early stages of defining how the above priorities can drive the maximum long-term impact; as such, this role is ideal for an outcome-oriented leader who is excited by challenges and doesn’t need to follow a playbook. 

 

As TaxBit’s solution set continues to grow, we will continuously be looking for innovative ways to engage our customers from driving the initial launch of new technologies, to realizing the expected value, and then expanding the partnership. The Director will: develop the strategy for engaging customers, for example high touch vs scale models; work cross-functionally to build out the methodologies, engagement points, and artifacts; and then test hypotheses, iterate, and improve. The employment strategies include data-driven decision making around engagement touchpoints with customers to drive early wins, and ensure 100% retention of our enterprise customers.

 

Key Responsibilities

  • Drive successful customer business outcomes (e.g. CSAT/NPS, renewals, cross-sell, up-sell)
  • Own and grow deep client relationships across a portfolio TaxBit’s largest accounts
  • Roll up your sleeves to engage directly with enterprise customers, particularly while you’re in the process of building out the team
  • Ensure all customers become TaxBit advocates and references; accountability for leading our “Never Lose a Customer (NLAC)” growth priority 
  • Operate with urgency, drive measurable results, and establish/own executive relationships with key customers
  • Recruit, onboard, and develop a diverse and talented team of CSMs
  • Partner cross-functionally to ensure TaxBit delivers a seamless customer experience; this will include both partnering with Sales to ensure a smooth knowledge transfer and relationship post-sale, and working in concert with other post-sales teams (e.g. Implementation and SMEs) to ensure flawless service delivery
  • Advocate for the success of your customers; create and manage a feedback loop back to TaxBit’s Product and Engineering teams
  • Support customers with issue resolution(e.g. bugs, pulses, and feature requests)
  • Help define a strategy and operating model for customer success at TaxBit
  • Develop and implement processes and metrics to drive customer business outcomes; continuously test, measure, and improve processes and tactics

 

Required Qualifications

  • 8-10+ years of experience in account management, sales, customer success, and/or professional services
  • 2-3+ years of line management/leadership experience
  • Bachelor’s degree (MBA preferred)

 

Desired Skills

  • Demonstrated excellence in strategy, go-to-market, sales, operations, and technology
  • A spike in strategic problem-solving; exceptional communication and influencing skills 
  • Ability to leverage a growth mindset to ideate and evaluate hypotheses for improving outcomes across TaxBit’s revenue funnel
  • Proven ability to ask the right questions and use sound business judgment when collaborating with a wide range of partners
  • Passion for, and experience with, building new businesses, thinking creatively about growth, and helping other develop their career path
  • Ability to thrive amidst ambiguity
  • Passion for and curiosity about crypto and virtual currencies
  • Background and expertise in tax and accounting preferred
  • Willingness to travel ~25%, international included

Why you want to work here

  • Competitive cash compensation
  • Stock options
  • Heath, Dental, Vision, and Life Insurance
  • Hybrid working model: 3 days in-office, 2 days WFH/flexible
  • Friday team lunches 
  • Autonomous work and flexibility in how work is performed

**Vaccines are mandatory in order to foster a safe environment. 

2021-11-16T17:42:05-05:00