Client Success Manager - CPA Firm

Company Description

A growing, fully remote tax and accounting firm is seeking a proactive, highly organized Client Success Manager with CPA firm experience to oversee the post-sale client experience and ensure ongoing satisfaction and retention. This full-time, salaried role is central to internal coordination, onboarding, and the long-term success of client relationships.

Job Description

The Client Success Manager focuses on fostering long-term relationships with clients, ensuring their satisfaction, maximizing the value they receive from the firm's 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 firm's 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 firm's 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

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