Strategic Customer Success Manager, Tax Tech

Vertex Inc.•King of Prussia, PA

21h

About The Position

As a Principal Customer Success Account Manager (CSAM), you’ll bring judgment, executive presence, and technical depth to operate confidently at the intersection of tax, technology, and strategy—owning outcomes and influencing decisions that matter. You’ll serve as a senior‑level trusted Advisor for Vertex’s most strategic customers—ensuring they realize maximum, long‑term value from Vertex tax solutions. Acting as an extension of your customers’ tax and technology teams, you’ll provide deep technical expertise, strategic guidance, and proactive leadership throughout the customer lifecycle. You’ll work cross‑functionally across Support, Professional Services, Sales, Product, Engineering, and Research to drive adoption, optimize usage, support renewals, and influence future product direction. While this role does not include direct people management, it carries significant ownership, visibility, and internal influence.

Requirements

10+ years of professional experience, including 8+ years in customer‑facing or applications support roles
4+ years of project management experience in ERP‑integrated, vendor‑interface environments
Strong working knowledge of ERP platforms such as SAP, Oracle, and Microsoft Dynamics
Demonstrated expertise in transaction tax systems, automated tax architectures, and tax‑impacting financial transactions
Hands‑on understanding of software installation, updates, and enterprise system integrations
Proven ability to manage complex enterprise accounts and multiple stakeholder groups
Excellent communication, negotiation, conflict‑resolution, and executive‑level presentation skills
Ability to work independently with broad decision‑making authority and cross‑functional influence

Nice To Haves

Bachelor’s degree in business, Computer Science, or a related field or equivalent combination of education and experience accepted in lieu of a formal degree
Prior experience with Vertex or similar tax technology platforms
Deep knowledge of sales & use tax, VAT, and multi‑state taxation
Technical familiarity with Tomcat, Unix/Linux, SQL, SOAP UI, XML, RDBMS tools, and Java
Background with Big Four or large consulting firms implementing enterprise‑wide tax or ERP solutions
CPA, CMI, or similar accounting/tax certifications
PMP or formal project management certification
Experience onboarding and managing third‑party vendors
Strong business acumen and understanding of ERP marketplaces and release cycles

Responsibilities

Serve as the primary relationship and technical owner for assigned enterprise customer accounts
Act as a trusted advisor and senior escalation point for complex business and technical challenges
Balance customer expectations with Vertex capabilities to deliver win‑win solutions
Proactively identify risks, opportunities, and best practices—providing clear recommendations and risk/benefit analyses
Align customer goals with Vertex strategies to drive adoption, renewals, and referenceability
Ensure seamless transitions from implementation to steady‑state support, including post‑go‑live readiness
Coordinate closely with Support, Professional Services, Sales, Product Management, Engineering, COE, and Research
Facilitate strong internal partnerships to manage the full, end‑to‑end customer experience
Capture and represent customer insights to influence product strategy and roadmap decisions
Lead and sponsor global initiatives and cross‑functional programs
Support growth of the monetized Customer Success model, including participation in sales cycles
Use tools like Salesforce and Gainsight to document engagement, risks, and outcomes