Customer Success Manager

Summary

DiLucci CPA Firm provides tax and accounting services and education. The Customer Success Manager owns relationships with tax clients, proactively supports their needs, resolves issues, and contributes to retention, referrals, and revenue growth through appropriate service recommendations.

Responsibilities

• Serve as the primary point of contact for an assigned book of clients, building long-term, trust-based relationships beyond tax season
• Proactively reach out to clients on a regular cadence (not just when issues arise) to check in, review their situation, and stay ahead of changing needs
• Identify and surface upsell opportunities (additional services, planning engagements, expanded scope) based on a genuine understanding of each client's tax and financial picture
• Resolve client issues and concerns quickly, coordinating with internal tax preparers, accountants, and specialists as needed
• Track and report on client health, satisfaction, and engagement, flagging at-risk accounts before they churn
• Collect and relay client feedback internally to help improve service delivery and identify new service opportunities
• Maintain accurate records of client interactions, outreach, and outcomes in the CRM
• Partner with the sales team on renewals, cross-sells, and new service introductions

Skills

• **Location:** Remote based in FL, TN, or TX
• **Schedule:** Full-Time, minimum 40 hours per week
• * Tax familiarity required: comfortable discussing tax concepts, filings, and terminology confidently with clients
• * 2+ years experience in a client-facing, relationship-management, or account management role
• * A consultative approach: able to identify client needs and translate them into service recommendations without being pushy
• * Strong communication skills, both written and verbal, with the ability to build rapport quickly
• * Highly organized and self-directed; comfortable managing a portfolio of client relationships simultaneously
• * Comfortable working toward KPIs and revenue targets tied to compensation
• * Experience with CRM tools and basic reporting
• * Enrolled Agent (EA) credential preferred or actively pursuing EA certification

Qualifications

Must Haves

• **Location:** Remote based in FL, TN, or TX
• **Schedule:** Full-Time, minimum 40 hours per week
• * Tax familiarity required: comfortable discussing tax concepts, filings, and terminology confidently with clients
• * 2+ years experience in a client-facing, relationship-management, or account management role
• * A consultative approach: able to identify client needs and translate them into service recommendations without being pushy
• * Strong communication skills, both written and verbal, with the ability to build rapport quickly
• * Highly organized and self-directed; comfortable managing a portfolio of client relationships simultaneously
• * Comfortable working toward KPIs and revenue targets tied to compensation
• * Experience with CRM tools and basic reporting

Nice to Haves

• * Enrolled Agent (EA) credential preferred or actively pursuing EA certification

Benefits

• Health insurance
• Health savings account
• Flexible paid time off
• Retirement savings program (401k)
• Working with a high-energy founder
• Gaining knowledge and education on tax law
• Performance bonus potential (estimated additional $20-30k/yr for a top performer)
• Fully Remote