Senior Customer Success Manager

Role overview

Account strategy and business value

• Serve as primary strategic advisor and escalation point; build C-suite relationships and conduct quarterly Executive Business Reviews.
• Create customer success plans and identify lifecycle risks and opportunities.
• Demonstrate ROI through time savings, reduced audit risk, improved compliance accuracy, and process efficiency.
• Align solutions with e-invoicing mandates, tax transformation, regulatory compliance, and digital finance priorities.
• Develop business cases for renewals and expansion and translate product features into tax and finance outcomes.

Retention and expansion

• Own renewals and target 95%+ logo retention and 120%+ Net Revenue Retention.
• Manage renewal pipeline with 90+ days of lead time, mitigate churn, and negotiate contract terms with sales leadership.
• Identify expansion opportunities across tax, accounting, treasury, and IT; drive cross-sell and expansion roadmaps.
• Partner with Account Executives to close expansion deals and target 25%+ annual expansion revenue growth.

Adoption and enablement

• Drive adoption across licensed products and develop role-based plans for customer personas.
• Monitor usage analytics and health scores, identify adoption gaps, and run targeted enablement campaigns.
• Coordinate onboarding for tax software deployments and deliver executive briefings, department training, and power-user workshops.
• Create customized training materials and use cases, enable customer champions, and measure training effectiveness.
• Help customers achieve time-to-value within 90 days, including accurate tax calculations, e-invoicing compliance, and automated reporting.

Advocacy and product feedback

• Develop referenceable customer advocates, case studies, peer connections, advisory board participation, and industry-event engagement.
• Target NPS scores of 50+ through strong customer experience.
• Share customer feedback with Product and Engineering; identify product gaps, enhancement requests, and competitive threats.
• Participate in beta testing and advocate for customer needs in product roadmap discussions.
• Contribute to product strategy using customer and market intelligence about regulatory changes.

Required qualifications

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

Preferred qualification

• Arabic proficiency.

Workplace

• Hybrid work model with 2–3 days per week in the office, depending on the role.
• Work-from-anywhere flexibility is available for up to 8 weeks per year.

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