Head of Customer Success at TaxBit

New York, New York, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

FinTech, Crypto, SaaS, Tax TechnologyIndustries

Requirements

10-15 years of people management experience in account management, implementation, 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

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

Skills

Key technologies and capabilities for this role

Customer SuccessTeam ManagementCustomer RetentionRevenue GrowthImplementationCustomer SupportAccount ExpansionStakeholder CollaborationProduct FeedbackCompetitive IntelligenceMarket Intelligence

Questions & Answers

Common questions about this position

What is the salary or compensation for the Head of Customer Success role?

This information is not specified in the job description.

Is this Head of Customer Success position remote or does it require office presence?

This information is not specified in the job description.

What key skills and experiences are required for the Head of Customer Success role?

The role requires hands-on leadership in customer experience from implementation to expansion, ability to own and grow deep client relationships, drive business outcomes like CSAT/NPS and renewals, establish governance structures, and develop proficiency as a technical thought leader.

What is the company culture like at TaxBit for this leadership role?

TaxBit fosters a collaborative environment where the Customer Success Leader works cross-functionally with SMEs, Sales, Product, and Engineering teams, serves as an executive champion for customers and teams, and emphasizes building feedback loops and sharing competitive intelligence.

What makes a strong candidate for the Head of Customer Success position?

Strong candidates demonstrate hands-on leadership in customer success, experience driving retention and expansion revenue, ability to build governance and feedback processes, and technical thought leadership in a complex domain like digital asset compliance.

TaxBit

Automates tax reporting for digital assets

About TaxBit

TaxBit specializes in tax and accounting solutions tailored for the digital asset economy, particularly focusing on cryptocurrencies. The platform automates the collection, validation, and reporting of tax information, helping both individuals and businesses comply with changing regulations. Clients include individual investors, exchanges, and enterprises in the digital asset market. TaxBit operates on a software-as-a-service (SaaS) model, offering subscription-based access to its user-friendly platform. This platform streamlines the tax reporting process from onboarding to filing, ensuring clients can easily manage their tax obligations. TaxBit differentiates itself by providing comprehensive data analysis and support, making it easier for users to navigate the complexities of tax compliance in the digital age.

Draper, UtahHeadquarters

2018Year Founded

$244.5MTotal Funding

LATE_VCCompany Stage

Fintech, Financial ServicesIndustries

51-200Employees

Benefits

Flexible Work Hours

Remote Work Options

Risks

Emerging crypto tax software companies may erode TaxBit's market share.

Rapid regulatory changes could outpace TaxBit's software updates, risking compliance issues.

Reliance on third-party data sources may affect the reliability of TaxBit's services.

Differentiation

TaxBit automates tax calculations for cryptocurrency transactions, simplifying compliance for users.

The platform offers real-time portfolio tracking and tax optimization for crypto enthusiasts.

TaxBit provides enterprise-grade solutions, catering to both individual investors and large enterprises.

Upsides

Increased blockchain adoption in finance sectors expands TaxBit's market reach.

IRS's focus on crypto tax compliance drives demand for TaxBit's automated solutions.

EU's MiCA regulation boosts demand for TaxBit's compliant tax solutions in Europe.

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