Product Success Manager

Summary of the Role The Senior Customer Success Manager is essential in driving customer engagement and customer relationship maximizing product usage, serving as the primary liaison for our most complex 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. About the Role Key Responsibilities and Tasks 1) Key Account Relationship Management: - Cultivate and sustain strong relationships with key/complex customer account stakeholders. - Act as the main point of contact for customer inquiries and support. 2) Success Planning and Execution: - Design and implement customer success plans tailored to each customer's specific goals and objectives. - Conduct regular check-ins and quarterly business reviews (QBRs) to assess progress and realign strategies as needed. 3) Customer Onboarding and Customer Education: - Guide new customers through the onboarding process, ensuring a smooth transition and rapid time to value (TTV). - Coordinate and deliver training sessions and webinars to educate customers on product features and best practices. 4) Adoption and Usage Monitoring: - Analyze customer usage patterns to identify adoption barriers and develop strategies to increase product engagement. - Monitor key performance indicators (KPIs) such as customer health scores and adoption rates to ensure high product utilization. 5) Retention and Expansion: - Collaborate with the sales team to manage renewals and identify upselling and cross-selling opportunities. - Work closely with customers to challenge and evolve their goals, driving high retention rates. 6) Customer Advocacy and Feedback: - Act as a customer advocate, gathering feedback to inform product development and marketing strategies. - Develop customer success stories and case studies to showcase the value of TR solutions. 7) Cross-Team Collaboration: - Partner with sales, marketing, and product teams to align customer success initiatives with business goals. - Participate in strategic account planning and joint campaigns with key partners. About you Bachelor's degree in a relevant field (e.g. tax, accounting).  Masters or CPA is a plus. Prior experience in the tax technology sector or direct experience working with tax professionals, accounting firms or corporate tax departments is highly preferred. Demonstrate these skills: curiosity, learning agility, proactive, work urgently, strategic thinking, problem solver, collaborative, accountable. Gainsight, Gong, or Salesforce user experience is a plus Functional/technical skills in GenAI systems and AI prompting engineering; particularly as they apply to corporate tax workflow and tax research, and analysis Understanding l wotaxkflows, terminology, and common challenges. Ability to travel 25% #LI-TV1 What’s in it For You? Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexi ... (truncated, view full listing at source)