Client Success Manager

**Title: Client Success Manager** **Reports to: Director of Client Success** **Location: Remote/Hybrid Eligible** **Budget: $50k - $65k DOE** **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. As a **Client Success Manager**, you’ll serve as the primary point of contact for a designated book of business, responsible for managing client relationships and ensuring all work is completed accurately and on time across our teams. The position oversees client workflows, deadlines, escalations, and renewals while coordinating with internal teams to deliver seamless service. In addition to maintaining client satisfaction and retention, this role contributes to revenue growth by identifying upsell opportunities and ensuring service agreements are properly priced. Success in this position requires strong communication, organization, and accountability to effectively manage client expectations and outcomes. This role is a vital part of delivering on our firm’s mission to redefine what clients can expect from a relationship with their financial services partner. By keeping projects moving, removing friction, and ensuring deadlines are met, you’ll play a direct role in building trust and demonstrating the value of our year-round membership model. To do this well, you’ll need to be highly organized, client-focused, and proactive, with the ability to manage a high-volume book of business while maintaining accuracy and strong client relationships. You’ll need to communicate clearly, build trust in every interaction, and confidently triage and resolve issues, even when they require coordination across teams you don’t directly manage. You’ll also need the ability to think strategically about client retention while staying hands-on with workflows, deadlines, and escalations. You’ll also need 2–4 years of experience in Customer Success, Account Management, or Customer Service, along with moderate tax fluency and some experience in accounting or financial services. Comfort with owning Net Revenue Retention, using CRM or tax practice software, and leveraging automation tools will be key. If you’re entrepreneurial, innovative, and excited to build processes from scratch, you’ll be set up to succeed in this role. **What You Will Do** - Serve as the main point of contact for your book of business - Tracking of 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 - Ensure clients are meeting deadlines for input and document submission - 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 - Assist with identifying and collaborating with our expansion team on potential upsell and cross-sale opportunities - Be responsible for re-tiering mis-priced service agreements - Own the validation of any client changes that come out of auto-renewals, including changes to payments, services, and/or client off-boarding. - Ensures client meetings are being scheduled - Ensures new clients under their book of business are successfully onboarded and contacted - Direct outbound phone call and email to newly onboarded acco…