Client Success Manager (CSM - HR) – NYC - Fully Remote
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AI Summary
This is a remote position.
About the role
Our ideal candidate will make clients feel taken care of. You are not preparing deliverables, you are the operator who makes sure every client knows what is happening with their work, what we need from them, and when. You sit between the client and the tax team for non-technical matters, and your job is to keep things moving without the client ever feeling chased or ignored, while maintaining appropriate and professional email etiquette.
What we offer
- $50,000 to $70,000 base salary + ~$20,000 Compensation Package
- Guaranteed annual raises
- Up to 38 paid days off per year: 20 PTO days + 18 Firm-wide PTO days
- 401(k) contribution matching
- Profit sharing
- Health Insurance
- Life insurance
- Disability insurance
- Employee Assistance Program
- Maternity leave
- July & August- Summer Fridays: Leave work five (5) hours early
- Fully remote, EST hours
What you will do
- Onboard new clients: Walk them through the portal, e-signature tools, and workflow, set expectations on response times and deadlines, and provide list of outstanding items.
- Respond to client emails, portal messages, and calls within the same business day
- Check delayed client information requests and follow up on missing documents (W-2s, 1099s, K-1s, brokerage statements, organizer responses)
- Track open engagements in our practice management system, and flag bottlenecks or delays to leadership before they become problems
- Route technical tax questions and client-specific opportunities to the right accountant
- Identify when a client could use bookkeeping, advisory, or entity formation services, and hand the lead to the right person
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Help with other administrative items to improve client experience
Requirements
- Bachelor's degree in business administration, communications, accounting, finance, or a related field.
- 2+ years of client-facing work at a professional services firm
- Detail oriented and strong written communication, especially via email
- Comfortable working in a CRM and a practice management system
- Calm, professional, and organized under deadline pressure
Benefits
- Guaranteed annual raises
- Up to 38 paid days off per year: 20 PTO days + 18 Firm-wide PTO days
- 401(k) contribution matching
- Profit sharing
- Health Insurance
- Life insurance
- Disability insurance
- Employee Assistance Program
- Maternity leave
- July & August- Summer Fridays: Leave work five (5) hours early
- Fully remote, EST hours
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