Customer Success Manager

As a Customer Success Manager, you'll be at the forefront of ensuring our most valuable customers achieve extraordinary results with our software solutions. You'll own relationships with 10-15 of our top strategic accounts—driving product adoption, mitigating risk, and creating the kind of value that turns customers into lifelong partners.This role is equal parts strategist, advocate, and relationship builder. You'll develop and execute account plans, deliver impactful business reviews, and serve as the trusted advisor who helps customers navigate the complexities of tax compliance. If you're passionate about customer outcomes and thrive on building deep, lasting partnerships with enterprise organizations, this is your opportunity to make a significant impact on a global scale.More specifically, you will:Manage a portfolio of 10-15 strategic accounts (approximately $4-5M in revenue), consistently among our customers based on ARR, growth potential, and business importanceServe as a proactive advocate for customers, ensuring their objectives are understood and prioritized across internal teamsDevelop trusted advisor relationships with customer stakeholders and executive sponsors to drive product adoption and ensure full business value realizationExpand the breadth and depth of strategic relationships within assigned accountsHelp customers quantify and communicate business value through quarterly reporting on penetration, usage, adoption, and ROIClosely monitor accounts to identify and eliminate attrition risk before it materializesPartner with internal stakeholders to align account activities with each customer's business case and strategic prioritiesEstablish and sustain relationships through the full subscription lifecycle, ensuring ongoing customer successEducate customers on new features, releases, and best practices to maximize their platform investmentMonitor adoption and utilization trends, providing data-driven recommendations based on risk assessment and business needsDeliver periodic customer health checks and proactive outreachIdentify renewal risks early and collaborate with internal teams to remediate issues and secure successful renewalsCapture and convey customer feedback internally to drive continuous improvement of our products and servicesLeverage AI tools and technologies to enhance customer insights, streamline reporting, and identify opportunities for value creationWhat We Need From You5+ years of customer success, account management, or sales experience in SaaS or a similar industry3+ years of experience working with Enterprise-level accountsProficiency in EnglishGeneral knowledge of tax reporting and compliance is a plusExcellent communication skills, including issue tracking, triaging, and crisis managementExperience with process improvement, decision-making frameworks, and strategic planningProficiency with CSM technologies such as Salesforce, Gainsight, or similar platformsAbility to efficiently manage multiple customer projects simultaneouslyExperience supporting global customers across multiple productsStrong presentation skills with the ability to deliver informative, well-organized contentAbility to communicate technical information to non-technical audiences effectivelySkill in conveying difficult or sensitive information with tact and professionalismDemonstrated ability to manage client expectations and deepen relationships over timeComfort working with AI tools to enhance productivity and customer engagementProficiency in Portuguese is a plusWhat Do We Offer?The tools to enhance your life - because we want you to enjoy your life outside of work and insideFlexible Time-OffComprehensive Health BenefitsMeal Vouchers to Assist with Food ExpensesMentoring ProgramsGlobally recognized Training and Development programs