Client Success Manager - CPA Firm (RW1032150)
Client Success Manager - CPA Firm (RW1032150)
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Salary Not Disclosed
1 Vacancy
Job Description
The Client Success Manager focuses on fostering long-term relationships with clients ensuring their satisfaction maximizing the value they receive from the firms services and ultimately driving client retention and loyalty. In essence the Client Success Manager shifts the focus from simply providing transactional services to building strong strategic partnerships and becoming a key driver of client satisfaction retention and the firms long-term growth.
Client Onboarding (40%)
- Leading the onboarding process
- Guiding new clients through a smooth transition
- Setting clear expectations
- Providing necessary documentation and access to systems.
- Helping clients understand the firms services processes and how to effectively utilize them to achieve their goals.
- Scheduling and facilitating kickoff calls to set expectations
Internal Coordination (20%)
- Collaborate daily with Business Development and Tax Teams to manage handoffs
- Schedule Tax Plan Delivery Meetings and ensure team readiness
- Keep the tax team informed and resourced to serve clients effectively
Client Lifecycle Management (20%)
- Conduct quarterly client check-ins to monitor satisfaction
- Helping clients achieve desired outcomes
- Maintain CRM records in HubSpot and Karbon
- Collaborate with Ops and Tax Teams to resolve client service issues
- Promoting Continued engagements
- Identify upsell and cross-sell opportunities
Communication & Feedback (20%)
- Own and execute the client communication strategy
- Implement and manage Net Promoter Score (NPS) tools
- Gathering and relaying client feedback to improve service and processes
Qualifications :
Required:
- 3 years in a client success account management or customer-facing operations role
- High-level organizational skills to manage 25-30 new clients monthly
- Excellent communication and interpersonal skills
- Experience with CRM tools (HubSpot preferred)
- Ability to work cross-functionally in a fast-paced environment
Preferred:
- Experience in CPA tax or financial services firms
- Familiarity with tools like Karbon Asana ClickUp
- Background in client education or process improvement
Success Metrics:
- Improved Net Promoter Score (NPS) and response rate
- High client satisfaction and retention
- Timely accurate onboarding
- Low rate of escalations or disputes
Additional Information :
Benefits and Culture
- 100% remote
- Highly collaborative people-first culture
- Health insurance
- 401(k) with match
- Unlimited paid time off
- Visibility and influence across firm operations
- Opportunity to make a direct impact on client success and business growth
If you feel you have the necessary qualifications please forward a current copy of your resume and state your salary requirement.
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
Company Industry
Key Skills
- Customer Service
- Client Expectations
- Client Requirements
- Client Support
- Action Plans
- Issue Resolution
- Account Management
- Client Relationships
- Service Delivery
- Client Service
- Client Satisfaction
- Client Management
- Procedures
- Service Level Agreements
- New Clients
