Director, Customer Success & Solution Specialists

CompanyFounded 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 Washington, D.C.The RoleAs 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 ResponsibilitiesDevelop 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 accountsDrive 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 engagementDefine goals and metrics for your team to grow business through cross-selling and upsell opportunitiesAdvocate 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 teamsBuild processes for your teams that help to measure performance and ensure that the Customer Success and Solutions Specialist teams are able to drive business needsPartner 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 deliverySupport teams through any escalations or customer issues that may arise for both pre-sales and post-sales Required Qualifications5+ years of people management experience in account management, customer success, solutions architecture, or sales engineeringExperience working with Enterprise SaaS platforms Previous Technical Sales experience in a SaaS organizationBackground and expertise in financial services, crypto and/or tax and accounting preferredTaxBit in the News Corp PressForbes America's Best Startup Employers Deloitte Top 10 Fast 500 Award Forbes FinTech 50Recent Product Announcements TaxBit Announces AI Enabled Rules Engine for Crypto Accounting TaxBit Launches DAC7 Compliance Solution for Digital MarketplacesTaxBit Introduces The First Enterprise-Grade Legal Entity Support Solution for Digital AssetsTaxBit Launches Innovative CESOP Reporting Solution for Digital AssetsTB Thought-Leadership Pieces Fortune - Future of FinanceNASDAQ - How Regulation and Technology Are Bridging the Gap Between Tradfi and Crypto Future of Finance Roundtable Event (Video) Coindesk - The Tax Implications of Sam Bankman-Fried’s ConvictionFox Business - AI tools streamlining accounting workflows and opening capacity for innovation Bloomberg Tax - Is Anyone Paying State Taxes on Bitcoin and NFTs? (Podcast) Alliance/ Partner AnnouncementsIRS Taps TaxBit to Audit Bulk Crypto Transactions EY to Collaborate With TaxBit on Digital Asset Tax Reporting TaxBit and KPMG LLP Announce Alliance to Assist Digital Asset Companies Amid Market and Regulatory Uncertainty Deloitte and TaxBit Form Alliance to Meet Exponential Market Demand for Digital AssetDisclaimersBy 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.