The Customer Success Manager is essential in driving customer engagement and maximizing product usage, serving as the primary liaison for our customers. This role ensures that customers fully adopt and leverage our solutions to achieve their objectives, deriving maximum value from their investments. Responsibilities include cultivating and maintaining long-lasting customer relationships, developing and executing personalized success plans, and facilitating seamless onboarding and training experiences. A critical focus is placed on closely monitoring adoption trends and usage patterns, and implementing strategies to boost product engagement and satisfaction. Regular check-ins and quarterly reviews are conducted to align with customer goals, while collaboration with sales identifies retention and expansion opportunities. This role also serves as a customer advocate, gathering feedback to influence product development, and partners with internal teams to align customer success with broader business objectives. Success is measured by metrics such as time to first value, customer health scores, and adoption rates of new features.

In this opportunity as a Customer Success Manager (Tax & Trade), you will play a critical role in driving customer value, adoption, and long‑term success. You will serve as the primary trusted advisor for your customer portfolio, ensuring clients fully adopt and leverage our Tax & Trade solutions to achieve their business and compliance objectives.

You will:

• Cultivate and sustain strong relationships with key customer stakeholders, acting as the primary point of contact for ongoing engagement, support, and strategic guidance.
• Design and execute tailored customer success plans aligned to each customer’s objectives, regulatory context, and maturity, ensuring measurable outcomes and value realization.
• Proactively identify retention and churn risks, develop targeted mitigation strategies, and triage issues with the appropriate internal teams to protect customer outcomes and renewals.
• Conduct regular customer check‑ins and Executive Business Reviews (EBRs) to review progress, align on priorities, and proactively address risks or opportunities.
• Monitor and analyze product usage and adoption trends, identifying barriers to adoption and implementing targeted strategies to increase engagement, feature utilization, and customer health.
• Track and manage key success metrics, including customer health scores, adoption of new features, time to first value, and overall satisfaction.
• Collaborate closely with Sales to support renewals and identify expansion opportunities, including upsell and cross‑sell initiatives, while helping customers evolve and challenge their goals.
• Act as the voice of the customer, gathering insights and feedback to inform product development, roadmap prioritization, and go‑to‑market strategies.
• Develop customer success stories and case studies that demonstrate the value and impact of Tax & Trade solutions.
• Partner cross‑functionally with Sales, Product, Marketing, and other internal teams to align customer success initiatives with broader business objectives and strategic account plans.

Success in this role is measured through strong customer outcomes, high retention rates, increased product adoption, and long‑term customer advocacy.

You’re a strong fit for the role of Customer Success Manager if you bring the following experience, skills, and mindset:

• Bachelor’s degree, preferably in Law, Business, Finance, Economics, or a related field (or equivalent professional experience).
• 3–5 years of relevant experience in Customer Success, Account Management, Consulting, or a client‑facing role within SaaS, Tax, Trade, Regulatory, or Financial Services environments.
• Strong interest in technology and software solutions, with a willingness to learn and work with innovative, AI‑enabled products.
• Proven ability to build trusted, long‑term customer relationships and engage effectively with stakeholders at multiple levels.
• Analytical mindset with the ability to interpret usage data, adoption metrics, and customer health indicators to drive proactive action.
• Excellent communication, presentation, and stakeholder‑management skills.
• Positive, customer‑centric attitude with strong problem‑solving capabilities and a proactive approach to managing risk and change.
• Demonstrated ability to work effectively in cross‑functional teams, contributing to shared goals and exceptional customer experiences.
• Comfortable operating in a regulated and detail‑oriented domain, balancing customer needs with compliance and product best practices.

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