Accounting Fly

Lead client onboarding, coordinate internally with business development and tax teams, manage client lifecycle and communication strategies to ensure high satisfaction and retention. | 3+ years in client success or account management, strong organizational and communication skills, CRM experience (HubSpot preferred), ability to work cross-functionally, CPA/tax firm experience preferred. | Job Title: Client Success Manager, CPA firm Job ID: 1032150 Date Posted: July 21, 2025 Employment Type: Full-time Hiring Company (Organization): Confidential Location: US Remote (Telecommute) Applicants must be located in the United States. Base Salary: $85,000-$95,000 per year (USD) Commensurate with experience and qualifications. Job 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. Responsibilities: Client Onboarding (40%) • Lead new client onboarding once the engagement letter and payment are received • Schedule and facilitate kickoff calls to set expectations • Deliver welcome materials, checklists, and onboarding tools • Ensure client access to systems and communication protocols 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 • Maintain CRM records in HubSpot and Karbon • Collaborate with Ops and Tax Teams to resolve service issues Communication & Feedback (20%) • Own and execute the client communication strategy • Implement and manage Net Promoter Score (NPS) tools • Collect and utilize 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 Culture and Benefits: • 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