Client Success Manager

About the role

At PaulHood we are transforming the mid-market CPA industry with an entirely new model. Our year-round membership model provides clients with expert tax and financial guidance, helping them feel more secure and realize their long-term financial goals. Founded 30 years ago by Paul Hood, our company has grown rapidly and now serves over 15,000 customers nationwide. To support our continued growth, we have completely modernized our business with technology and processes more akin to a SaaS company than a CPA firm.

Responsibilities

• Serve as the main point of contact for your book of business
• Track all client workflows and return statuses across multiple entities and individuals, ensuring timely and accurate completion of work for your book of business
• Build and maintain relationships with key client contacts
• Take full responsibility for the timely resolution of any client escalations whether inbound from the client or flagged internally by a teammate
• Own escalations of client issues to complete resolution for their book of business, even if those require other teams or staff to resolve
• Be responsible for the overall NRR (Net Revenue Retention) for their book of business
• Aid in identifying and collaborating with our expansion team on potential upsell and cross-sale opportunities
• Own the validation of any client changes that come out of auto-renewals, including changes to payments, services, and/or client off-boarding
• Ensure client meetings are being scheduled
• Ensure new clients under their book of business are successfully onboarded and contacted
• Direct outbound phone call and email to newly onboarded accounts

Requirements

• 2-4 years of experience in Customer Success, Account Management, or Customer Service
• A high school diploma is required. A college degree in a related field is preferred
• Moderate tax fluency (under K-1s, pass-through rules, etc) and some experience in accounting and financial services or a related field is required
• Having a background in managing a book of business (customer success, account management, etc.) is preferred
• Must be comfortable owning Net Retention for their book of business and understanding the work required to ensure the success of their clients throughout the course of the year to keep them coming back
• Must be tech-savvy. Experience with CRM and tax practice software (e.g., Qount, CCH Axcess) is a plus
• Basic tax literacy to understand the services we provide and the steps we take to get work done is a plus

Who You Are

• You can provide proactive relationship management and client service acumen
• You have exceptional verbal and written communication skills, follow through on your commitments, and collaborate well with your peers to serve your clients effectively
• You have professional-level organizational and process management skills, allowing you to manage a high-volume client workload without sacrificing quality
• You can triage issues and assess potential escalations
• You have a strong pulse on where work is sitting across the process and can effectively manage the efficiency of the work moving for their clients
• You are comfortable with automation tools and templated communication
• You see every interaction – even quick ones – as a chance to build trust and reassure clients they are in capable hands
• You are innovative, creative, and entrepreneurial, and are always looking for ways to deliver more value with the time and resources available to you

What’s In It For You

• You will join a forward-thinking team that is reshaping the future of the tax and accounting industry
• We are an equal opportunity employer. We recruit, employ, compensate, develop, and promote without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, pregnancy, marital status, gender identity or expression, status as a veteran, or any other legally protected characteristic or activity in accordance with applicable federal, state, and local laws
• If you need reasonable accommodation in the application or interview process, please tell us
• We champion a vibrant workplace culture that thrives on diversity, and we do not tolerate discrimination or harassment
• We are one team from many backgrounds, innovating through diversity of individuals, who are driven by a passion for creating an inclusive space for all