Product Success Manager - Direct Tax

About the Role: 

This is a specialized and vital position. These team members are experienced professionals with deep expertise in both the OneSource Direct Tax product and its technical landscape.  

The primary responsibility of the Direct Tax CSM is to oversee client relationships, respond to technical requirements, and drive customer satisfaction through clear communication and strong problem-solving abilities. Serving as both a product champion and technical resource for Direct Tax, they will work in close partnership with our current CSMs—who oversee the broader customer relationship—as well as collaborate with customer service, product, professional services, and other cross-functional teams. 

Direct Tax Product Expertise & Guidance: 

• Serve as the authoritative product expert for Direct Tax, possessing an intricate understanding of its features, capabilities, and best practices. 

• Deliver advanced customer recommendations and workshops on Direct Tax's functionalities, tailored to specific customer needs. 

• Act as the first point of CSM escalation for deep technical product questions related to Direct Tax, troubleshooting challenges, and providing sophisticated solutions. 

Strategic Direct Tax Success Planning & Execution: 

• Develop, execute, and monitor comprehensive Direct Tax Customer Success Plans that align with the customer's strategic objectives and desired outcomes. 

• Proactively identify "moments that matter" within the Direct Tax customer journey, ensuring smooth implementation and continuous value realization. 

• Drive active Direct Tax customer health tracking key metrics and intervening with targeted strategies where needed. 

Demonstrating Return on Investment (ROI): 

• Collaborate with customers to define and track specific success metrics for Direct Tax, translating usage into quantifiable business value and demonstrable ROI. 

• Prepare and deliver compelling strategic business reviews (QBRs/EBRs) focused exclusively on Direct Tax performance, showcasing achievements, identifying opportunities, and aligning on future roadmap. 

Collaboration & Cross-Functional Partnership: 

• Work seamlessly across the sales and retention organization to provide Direct Tax-specific insights and support, ensuring a cohesive and integrated customer experience across all products. 

• Partner with our Product, Engineering, Sales, and Support teams to funnel customer feedback and insights regarding Direct Tax, influencing product enhancements and new features. 

• Identify opportunit