TaxValet is hiring a Customer Success Manager, Tier 2 to manage a portfolio of 50 mid-size customers (Community Financial Institutions) and ensure they derive maximum value from our AI communications platform. You will be the central driver of customer retention, growth, and satisfaction by building strong relationships and executing tailored success plans.
What You'll Do
- Serve as the primary point of contact for a portfolio of 50 customers, fostering trust and building strong, long-term relationships.
- Conduct regular check-ins and Strategic Business Reviews (SBRs) to ensure customers are achieving their desired outcomes.
- Cultivate customers who will serve as positive references for prospects.
- Advocate and drive customers’ product, technology, and service needs internally.
- Develop and execute tailored success plans to support customers in achieving their goals.
- Proactively identify and mitigate risks of churn through data analysis, usage tracking, and early intervention strategies.
- Identify opportunities for expansion and upsell within the portfolio by aligning customer needs with additional products or services.
- Collaborate with the Sales team to close expansion opportunities and ensure seamless handoffs.
- Program-manage the onboarding process, ensuring a smooth and successful implementation.
- Drive product adoption by providing training, resources, and best practices.
- Advocate for customers internally by communicating their needs and challenges to cross-functional teams.
- Collect and relay customer feedback to influence product development and improve the customer experience.
- Track and report on customer health, retention rates, and other key metrics.
- Maintain accurate records of customer interactions and updates in CRM/CS platform.
What We're Looking For
- 5+ years of customer-facing experience in account management or customer success.
- Experience in SaaS and FinTech environments.
- Customer-centric mindset and passion for helping customers succeed.
- Strong analytical and problem-solving skills with a proactive approach.
- Technical aptitude and comfort working with technology.
- Ability to work collaboratively across teams.
- Adaptability to thrive in a fast-paced, start-up environment.
- Willingness to travel quarterly (or as needed) for in-person meetings.
Nice to Have
- Deep curiosity and willingness to explore all aspects of customers’ businesses and products.
- High EQ and cool, calm confidence to help customers overcome challenges.
- Team player mentality.
Technical Stack
- CRM/CS platform
Team & Environment
You will collaborate closely with sales, product, and support teams.
Benefits & Compensation
- Base salary: $110,000
Work Mode
This is a hybrid role, with a preference for candidates located in the Midwest or South Central U.S. region, such as Detroit, MI.
TaxValet is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
