Customer Success Manager

Overview 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 importance Serve as a proactive advocate for customers, ensuring their objectives are understood and prioritized across internal teams Develop trusted advisor relationships with customer stakeholders and executive sponsors to drive product adoption and ensure full business value realization Expand the breadth and depth of strategic relationships within assigned accounts Help customers quantify and communicate business value through quarterly reporting on penetration, usage, adoption, and ROI Closely monitor accounts to identify and eliminate attrition risk before it materializes Partner with internal stakeholders to align account activities with each customer's business case and strategic priorities Establish and sustain relationships through the full subscription lifecycle, ensuring ongoing customer success Educate customers on new features, releases, and best practices to maximize their platform investment Monitor adoption and utilization trends, providing data-driven recommendations based on risk assessment and business needs Deliver periodic customer health checks and proactive outreach Identify renewal risks early and collaborate with internal teams to remediate issues and secure successful renewals Capture and convey customer feedback internally to drive continuous improvement of our products and services Leverage AI tools and technologies to enhance customer insights, streamline reporting, and identify opportunities for value creation What We Need From You 5+ years of customer success, account management, or sales experience in SaaS or a similar industry 3+ years of experience working with Enterprise-level accounts Proficiency in English General knowledge of tax reporting and compliance is a plus Excellent communication skills, including issue tracking, triaging, and crisis management Experience with process improvement, decision-making frameworks, and strategic planning Proficiency with CSM technologies such as Salesforce, Gainsight, or similar platforms Ability to efficiently manage multiple customer projects simultaneously Experience supporting global customers across multiple products Strong presentation skills with the ability to deliver informative, well-organized content Ability to communicate technical information to non-technical audiences effectively Skill in conveying difficult or sensitive information with tact and professionalism Demonstrated ability to manage client expectations and deepen relationships over time Comfort working with AI tools to enhance productivity and customer engagement Proficiency in Portuguese is a plus What Do We Offer? The tools to enhance your life - because we want you to enjoy your life outside of work and inside Flexible Time-Off Meal Vouchers to Assist with Food Expenses Globally recognized Training and Development programs #J-18808-Ljbffr