Customer Success Manager Jobs

About The Position

Requirements

• At least 8 years of professional experience, including a minimum of 3 years of customer success experience.
• Direct Tax experience.
• A four-year college degree.
• Experience working in and around cloud software solutions and cloud delivery models.
• Strong business acumen and communication skills, including the ability to manage a customer journey, resolve conflicts, and solve problems.
• Ability to travel up to 25%.

Nice To Haves

• Master’s degree or equivalent.
• Salesforce user experience.
• Functional or technical skills in SaaS implementations and Enterprise Resource Planning (ERP) applications.

Responsibilities

• Partner with customers to define success, deliver educational activities throughout their lifecycle, and track progress toward business outcomes.
• Develop and share best practices and Customer Success Plans, collaborating with internal teams such as Sales and Professional Services.
• Monitor customer health by tracking usage data and escalating critical concerns, using insights to drive strategic adjustments.
• Identify and activate commercial growth opportunities, recommend improvements based on customer maturity, and work closely with the commercial team.
• Help customers receive maximum value from their investment and drive retention and growth through tailored engagement and collaboration.
• Use technology tools such as Gainsight and Salesforce to manage client information, pipeline, and financial forecasts accurately.
• Build and present business plans, report on market and competitor activities, and represent Customer Success in cross-functional meetings to support business objectives.
• Manage a book of Concierge and/or Advisory customers and develop their knowledge of their suite of offerings.
• Manage multiple projects and address obstacles affecting customer growth and retention.

Benefits

• Flexible work arrangements, including work from anywhere for up to 8 weeks per year.
• Flexible vacation and paid time off.
• Two company-wide Mental Health Days off annually.
• Access to the Headspace app.
• Retirement savings and a 401(k) plan with company match.
• Tuition reimbursement.
• Employee incentive programs.
• Health insurance.
• Dental insurance.
• Vision insurance.
• Disability insurance.
• Life insurance.
• Paid holidays.
• Parental leave.
• Sabbatical leave.
• Paid volunteer days: two annually.
• Flexible Spending and Health Savings Accounts.
• Fitness reimbursement.
• Employee Assistance Program.
• Optional hospital, accident, and sickness insurance.
• Optional life and AD&D insurance.
• Group Legal Identity Theft Protection benefit.
• Access to a 529 Plan.
• Commuter benefits.
• Adoption and Surrogacy Assistance.
• Employee Stock Purchase Plan.
• Resources for mental, physical, and financial wellbeing.