Customer Success Manager - 22105

Client Success Manager

Location and Employment Details

• Location: Remote, South Africa
• Type: Full-time, independent contractor
• Schedule: Monday to Friday, aligned with U.S. Eastern business hours (early shift, roughly 7:00 AM to 4:00 PM ET)
• Seasonality: Expect heavier volume and some extended coverage during U.S. tax season (January to April)
• Reports to: Firm leadership, working daily alongside the tax, accounting, and advisory department managers

About the Company

We are a rapidly growing U.S.-based virtual CPA and tax advisory firm. We were built fully remote from day one, with a team of roughly 25 people serving clients nationwide.

Our clients are entrepreneurs, startups, real estate investors, and growing businesses who want more than a once-a-year tax filing. We deliver cloud accounting, bookkeeping, and proactive tax strategy on a subscription model, so clients have an ongoing relationship with us all year.

What sets us apart is the client experience. We have been recognized nationally for both client service and our use of technology, and we hold ourselves to a simple standard: every client knows who is handling their work, hears from us quickly, and never goes silent on our end.

About the Role

The Client Success Manager owns the client experience for a book of 50 to 100 accounts. This is not a technical tax or accounting role. You will not prepare returns or do bookkeeping. You own the clock and the communication.

Our technical teams are strong at the work itself. What clients feel, though, is everything around the work: how fast they hear back, whether they know who is handling their question, and whether anyone tells them when an answer is coming. When a manager is heads-down in busy season or a team member is out, those threads are the first to slip, and a client who goes silent for a week becomes a client at risk.

This role exists to close that gap. You sit in front of the technical team, the same way a customer success function sits in front of engineering at a software company. You get the answer from the right person, hold them to a due time, and carry it back to the client on time, every time.

Key Responsibilities

Client Responsiveness and Communication

• Send a first response to every client inquiry in your book within our response standard, even when the full answer isn't ready yet
• Give proactive status updates so clients know where their work stands without having to ask
• Act as the named point of contact for each account, so every client knows exactly who to reach
• Set clear expectations on timing and next steps in every interaction
• Run regular check-ins with quieter clients so no account goes silent on either side

Internal Follow-Through

• Route every open client question to the right technical manager and agree on a due time
• Follow up until the answer comes back, then tell the client when to expect it and deliver it on time
• Escalate to firm leadership when a due time is at risk, before the client feels it
• Chase outstanding client documents and information so the technical team is never stuck waiting on the client side

Issue Detection and Recovery

• Call the client at the first sign of frustration or trouble, not after the next email
• Open the internal tracking task the same day and keep it current until the issue is closed
• Coordinate a small client gesture when something goes wrong on our end
• Capture client feedback and recurring friction points and share them with leadership

Coverage and Continuity

• Keep clients covered during busy season, staff transitions, and time off, so no one falls into a gap when someone is out
• Own onboarding handoffs: welcome new clients, introduce their team, and set expectations for how we work together
• Manage handoffs when a client moves between team members or departments

Daily Operations and Reporting

• Prepare the daily list of everything waiting on us, by client and by owner
• Keep account notes, statuses, and next steps current in our task and communication software
• Flag clients who may need additional services or a different plan to leadership

What This Role Does Not Own

The technical work, the review, and the final answer on any tax or accounting question stay with our department teams. You don't need to know the answer. You need to know who has it, get it from them on time, and deliver it to the client clearly.

Required Qualifications

• Fluent, clear written and spoken English; you will be client facing every day
• 3+ years in client service, account management, or customer success
• Experience managing a high volume of client relationships at the same time, and chasing open items to closure without being asked
• A calm, warm manner with clients, including frustrated or unhappy ones
• Strong organization and follow-through across a large, moving list of priorities
• Comfortable working in task management and client communication software
• Available to work an early shift aligned with U.S. Eastern business hours, with reliable internet and a quiet workspace
• No accounting or tax background required

Preferred Qualifications

• Client success or account management experience at a professional services firm (accounting, legal, consulting, agency) or a software company
• Experience owning a book of 50 or more accounts
• Prior work with U.S.-based clients or a U.S.-based team
• Experience in a deadline-driven environment with seasonal volume spikes
• Hands-on use of tools such as Front, HubSpot, Zendesk, Karbon, or Asana
• Basic familiarity with the U.S. tax calendar and filing deadlines

Ideal Candidate Profile

You are:

• Highly organized and allergic to loose ends; an open item bothers you until it's closed
• Proactive, the person who updates a client before they think to ask
• Comfortable owning a large book end to end and keeping every account moving at once
• Steady under pressure, especially in busy season when volume spikes and patience runs short
• Warm and direct with clients, able to deliver a delay or bad news in a way that builds trust
• Persistent with internal teams without being abrasive; you hold people to due times respectfully
• A clear writer whose emails get answered and understood the first time

You'll likely struggle here if you prefer reactive, ticket-by-ticket support, need detailed direction on what to chase next, or are looking for a technical accounting path.

Why Join Us

• Real ownership. You run your own book of clients and are the reason they stay.
• Visible impact. Client experience is our core differentiator, so this role sits at the center of how the firm competes.
• A remote-first team. We have been fully virtual since we started, and our systems and culture are built for it.
• A stable, long-term seat. Our clients work with us year-round on subscription, so this is ongoing relationship work, not short-term project support.