Customer Success Manager – Direct Tax

This is a fully remote position, open to applicants in New York, +1 more state.

📋 Description

• Convert intricate tax regulations and evolving guidelines into actionable advice for clients

• Oversee a portfolio of Concierge and/or Advisory clientele

• Enhance clients' understanding of their range of services

• Establish customer success metrics, implement educational initiatives throughout the customer journey, and monitor advancement towards business objectives

• Create and disseminate best practices along with Customer Success Plans

• Work in partnership with Sales, Professional Services, commercial teams, and other internal departments

• Track customer health through usage metrics and escalate urgent issues

• Discover and activate opportunities for commercial growth

• Guarantee that clients derive optimal value from their investments, fostering retention and growth

• Utilize Gainsight and Salesforce for managing client data, pipeline, and financial projections

• Develop and present strategic business plans

• Provide reports on market and competitor activities

• Represent Customer Success in interdepartmental meetings

⛳️ Requirements

• 8+ years of professional experience, with at least 3 years in customer success

• Direct Tax expertise

• Bachelor’s degree is mandatory

• Familiarity with cloud software solutions and delivery models

• Strong business insight and communication abilities

• Proficient in managing customer journeys, resolving conflicts, and problem-solving

• Willingness to travel up to 25%

• Master’s degree or equivalent is preferred

• Experience with Salesforce is an advantage

• Functional or technical knowledge in SaaS implementations and Enterprise Resource Planning (ERP) systems is preferred

🏝️ Benefits

• Flexible work arrangements, allowing remote work for up to 8 weeks per year

• Flexible vacation policy

• Two company-wide Mental Health Days off

• Access to the Headspace app

• Retirement savings options

• Tuition reimbursement programs

• Employee incentive initiatives

• Resources promoting mental, physical, and financial wellness

• Two paid volunteer days off each year

• Opportunities for pro-bono consulting projects

• Involvement in Environmental, Social, and Governance (ESG) initiatives

• Health, dental, vision, disability, and life insurance coverage

• Competitive 401k plan with company matching

• Generous vacation, sick, and safe paid time off policy

• Paid holidays, including two mental health days

• Parental leave

• Sabbatical leave options

• Optional hospital, accident, and sickness insurance fully paid by the employee

• Optional life and AD&D insurance fully paid by the employee

• Flexible Spending and Health Savings Accounts available

• Fitness reimbursement program

• Employee Assistance Program

• Group Legal Identity Theft Protection benefit paid entirely by the employee

• Access to 529 Plan

• Commuter benefits

• Adoption & Surrogacy Assistance

• Employee Stock Purchase Plan