Vertex Inc.Remote
Strategic Customer Success Manager, Tax Tech
United States of America
Full Time
2 hours ago
$114,000 - $149,000 USD
Visa Sponsor
Key skills
ERP platformsSAPOracleMicrosoft DynamicsTransaction tax systemsAutomated tax architecturesTax-impacting financial transactionsSoftware installationEnterprise system integrationsSalesforceGainsightSales & use taxVATMulti-state taxationTomcatUnix/LinuxSQLSOAP UIXMLRDBMS toolsJavaCPACMIPMPEnterprise-wide tax solutionsEnterprise-wide ERP solutionsExecutive-level presentationCross-functional influenceProject managementDecision makingGoERPProject ManagementProduct ManagementCommunicationNegotiationPresentation SkillsCustomer SuccessSales
About this role
Vertex Inc. is a leading tax technology company, and they are seeking a Principal Customer Success Account Manager (CSAM) to serve as a trusted advisor for their most strategic customers. This role involves driving customer adoption and retention while collaborating cross-functionally to enhance the overall customer experience.
Responsibilities:
- Serve as the primary relationship and technical owner for assigned enterprise customer accounts
- Act as a trusted advisor and senior escalation point for complex business and technical challenges
- Balance customer expectations with Vertex capabilities to deliver win‑win solutions
- Proactively identify risks, opportunities, and best practices—providing clear recommendations and risk/benefit analyses
- Align customer goals with Vertex strategies to drive adoption, renewals, and referenceability
- Ensure seamless transitions from implementation to steady‑state support, including post‑go‑live readiness
- Coordinate closely with Support, Professional Services, Sales, Product Management, Engineering, COE, and Research
- Facilitate strong internal partnerships to manage the full, end‑to‑end customer experience
- Capture and represent customer insights to influence product strategy and roadmap decisions
- Lead and sponsor global initiatives and cross‑functional programs
- Support growth of the monetized Customer Success model, including participation in sales cycles
- Use tools like Salesforce and Gainsight to document engagement, risks, and outcomes
Requirements:
- 10+ years of professional experience, including 8+ years in customer‑facing or applications support roles
- 4+ years of project management experience in ERP‑integrated, vendor‑interface environments
- Strong working knowledge of ERP platforms such as SAP, Oracle, and Microsoft Dynamics
- Demonstrated expertise in transaction tax systems, automated tax architectures, and tax‑impacting financial transactions
- Hands‑on understanding of software installation, updates, and enterprise system integrations
- Proven ability to manage complex enterprise accounts and multiple stakeholder groups
- Excellent communication, negotiation, conflict‑resolution, and executive‑level presentation skills
- Ability to work independently with broad decision‑making authority and cross‑functional influence
- Bachelor's degree in business, Computer Science, or a related field or equivalent combination of education and experience accepted in lieu of a formal degree
- Prior experience with Vertex or similar tax technology platforms
- Deep knowledge of sales & use tax, VAT, and multi‑state taxation
- Technical familiarity with Tomcat, Unix/Linux, SQL, SOAP UI, XML, RDBMS tools, and Java
- Background with Big Four or large consulting firms implementing enterprise‑wide tax or ERP solutions
- CPA, CMI, or similar accounting/tax certifications
- PMP or formal project management certification
- Experience onboarding and managing third‑party vendors
- Strong business acumen and understanding of ERP marketplaces and release cycles