Summary

Role Summary

We are seeking a dedicated and dynamic Customer Success Manager to oversee and enhance client relationships, manage cross-functional processes This role is pivotal in driving customer success, optimizing client onboarding, and ensuring operational excellence.

Duties/Responsibilities

1. Proven experience in customer success management or relationship management, ideally within an accounting or financial services setting.
2. Strong organizational skills with the ability to manage multiple priorities and client relationships.
3. Exceptional interpersonal and communication skills, with a focus on cultural sensitivity and collaboration.

Required Skills

1. Act as the primary Customer Success Manager for clients enrolled in the ASP and select additional clients as assigned.
2. Monitor and manage client relationships to ensure success, with a focus on transitioning eligible clients to the Standard Accounting Model.
3. Collaborate with Division Leads of involved Client Service Teams, while maintaining a strategic role in client engagement, including monthly updates to each Division Lead on Customer Success Management (CSM) CSM efforts that involved their direct reports.
4. Proactively check in with clients to anticipate needs, resolve issues, and collect feedback on service quality and impact.
5. Contribute to the creation of the “CSM playbook,” as well as documentation on CSM best practices and workflows to improve consistency across client experiences.

Preferred Qualifications

1. Background in accounting or financial services.
2. Familiarity with pricing strategies and service delivery models.

Skills

• Accounting