Customer Success Manager, Tax Tech

As a Principal Customer Success Account Manager (CSAM), you’ll bring judgment, executive presence, and technical depth to operate confidently at the intersection of tax, technology, and strategy—owning outcomes and influencing decisions that matter. You’ll serve as a senior‑level trusted Advisor for Vertex’s most strategic customers—ensuring they realize maximum, long‑term value from Vertex tax solutions. Acting as an extension of your customers’ tax and technology teams, you’ll provide deep technical expertise, strategic guidance, and proactive leadership throughout the customer lifecycle.

You’ll work cross‑functionally across Support, Professional Services, Sales, Product, Engineering, and Research to drive adoption, optimize usage, support renewals, and influence future product direction. While this role does not include direct people management, it carries significant ownership, visibility, and internal influence.

What You’ll Do

Own and Advocate for Strategic Customers

• 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

Drive Adoption, Value, and Retention

• 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

Lead Cross‑Functional Collaboration

• 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

Program & Initiative Leadership

• 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

Required Qualifications

• 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

Preferred Qualifications

• 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

Other Qualifications
The Winning Way behaviors that all Vertex employees need in order to meet the expectations of each other, our customers, and our partners.

• Communicate with Clarity - Be clear, concise and actionable. Be relentlessly constructive. Seek and provide meaningful feedback.

• Act with Urgency - Adopt an agile mentality - frequent iterations, improved speed, resilience. 80/20 rule – better is the enemy of done. Don’t spend hours when minutes are enough.

• Work with Purpose - Exhibit a “We Can” mindset. Results outweigh effort. Everyone understands how their role contributes. Set aside personal objectives for team results.

• Drive to Decision - Cut the swirl with defined deadlines and decision points. Be clear on individual accountability and decision authority. Guided by a commitment to and accountability for customer outcomes.

• Own the Outcome - Defined milestones, commitments and intended results. Assess your work in context, if you’re unsure, ask. Demonstrate unwavering support for decisions.

COMMENTS:

The above statements are intended to describe the general nature and level of work being performed by individuals in this position. Other functions may be assigned, and management retains the right to add or change the duties at any time.

Base pay offered to new hires may vary based upon factors including relevant industry and job-related skills and experience, geographic location, and business needs.* The range displayed does not encompass the full potential of the role, which allows for further growth and career progression.

In addition, as a part of our total compensation package, this role may be eligible for the Vertex Bonus Plan (VOB), a role-specific sales commission/bonus, and/or equity grants.

Learn more about Life at Vertex and connect with your recruiter for more details regarding Vertex's compensation and benefit programs.

*In no case will your pay fall below applicable local minimum wage requirements.