Senior Customer Success Manager

About the Role
The Senior Customer Success Manager for E-Invoicing, Tax & Compliance is responsible for driving adoption, retention, and expansion across our most valuable tax, accounting, and compliance customers. This role serves as the primary strategic advisor and trusted partner to C-suite executives and senior stakeholders at tier-1 corporations. This position requires a deep understanding of tax operations, regulatory compliance, e-invoicing mandates, indirect tax (VAT/GST), corporate tax, and financial reporting requirements. The Senior CSM will orchestrate complex, multi-stakeholder engagements across finance, tax, accounting, treasury, and IT departments while driving measurable business outcomes that ensure long-term customer success and revenue growth. Travel is expected to be 25 percent.

Key Responsibilities

Strategic Account Management

• Serve as primary strategic advisor and escalation point for assigned tax and compliance clients
• Build and maintain C-suite relationships with CFOs, Chief Tax Officers, Tax Directors, Finance Directors, and Controllers
• Conduct Executive Business Reviews (EBRs) quarterly to align on strategic objectives and demonstrate ROI
• Develop and execute comprehensive Customer Success Plans tailored to each client's tax compliance and digital transformation priorities
• Proactively identify risks and opportunities across the customer lifecycle

Business Value Delivery

• Demonstrate quantifiable ROI and business impact through metrics: time savings, audit risk reduction, compliance accuracy improvements, process efficiency gains
• Align solutions with customer's strategic initiatives (e-invoicing mandates, tax transformation, regulatory compliance, digital finance)
• Position the organization as an indispensable strategic partner for tax and compliance operations
• Create custom business cases justifying renewal and expansion investments
• Translate product capabilities into tax/finance-specific business outcomes (reduced manual work, faster close cycles, audit readiness, risk mitigation)

Revenue Growth & Retention

Retention Excellence

• Own renewal responsibility for assigned strategic tax and compliance accounts
• Achieve 95%+ logo retention and 120%+ Net Revenue Retention targets
• Proactively manage renewal pipeline with 90+ day lead time
• Mitigate churn risks through early intervention and strategic planning
• Negotiate renewals and contract terms in partnership with sales leadership

Expansion & Upsell

• Identify and qualify expansion opportunities across tax, accounting, treasury, and IT departments
• Drive cross-sell initiatives for complementary products
• Develop expansion roadmaps aligned with customer tax transformation maturity and regulatory timelines
• Partner with Account Executives to close expansion deals
• Achieve 25%+ expansion revenue growth annually from assigned accounts

Product Adoption & Value Realization

Adoption Strategy

• Drive product adoption across all licensed solutions to maximize customer value and stickiness
• Develop role-based adoption plans for different user personas (tax managers, tax analysts, accountants, compliance officers, finance controllers)
• Monitor usage analytics and health scores to identify adoption gaps
• Design and execute targeted enablement campaigns to increase feature utilization
• Ensure customers achieve time-to-value within 90 days of purchase (tax calculations accurate, e-invoicing compliance achieved, reporting automated)

Training & Enablement

• Coordinate comprehensive onboarding programs for new tax software deployments
• Deliver executive briefings, department-level training, and power-user workshops focused on tax workflows
• Create customized training materials and use cases relevant to tax compliance, e-invoicing, and financial reporting workflows
• Enable customer champions and super-users to drive internal adoption across tax and finance teams
• Measure training effectiveness through usage metrics, accuracy improvements, and customer feedback

Customer Advocacy & Voice of Customer

Reference & Advocacy Development

• Convert satisfied customers into referenceable advocates and case study participants
• Facilitate peer connections and customer-to-customer best practice sharing
• Secure executive participation in tax advisory boards and industry events
• Develop customer success stories and ROI case studies (audit savings, efficiency gains, compliance improvements)
• Drive NPS scores of 50+ through exceptional customer experience

Product Feedback & Innovation

• Serve as primary conduit for customer feedback to Product and Engineering teams
• Identify product gaps, enhancement requests, and competitive threats in tax technology
• Participate in beta testing programs with tax and finance clients
• Advocate for customer needs in product roadmap discussions
• Contribute to product strategy based on market and customer intelligence around regulatory changes

Required Qualifications

• 10+ years in Customer Success, Account Management, Client Services, or Tax/Accounting Advisory roles, Client Partner roles
• Excellent interpersonal skills to navigate internal and external stakeholder relationships
• Proven track record of managing complex, multi-stakeholder relationships across finance and IT organizations

Preferred Qualifications

• Arabic proficiency

What’s in it For You?

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
• 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 flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.