Client Success Manager

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: TYPE OF WORK

Full Time

: SALARY

Varies

: HOURS PER WEEK

40

: DATE UPDATED

Apr 17, 2026

JOB OVERVIEW

ABOUT THE ROLE
The Lead Client Success Specialist ensures clients move smoothly through onboarding, stay on track with required tasks, understand each step of their bookkeeping/tax process, and feel guided throughout their engagement with the firm.
This role supplements the Project Manager by handling all client-facing communication, client education, gentle task chasing, deadline preparation, and coordination of calls and bookings with the Lead Financial Consultant. You are the “client guide” — keeping them accountable, informed, and supported so the CEO and PM can focus on strategic work and internal operations.

CORE RESPONSIBILITIES

Client Onboarding
- Guide new clients through all onboarding steps using templates/scripts.
- Explain required documents and next steps clearly and simply.
- Track client readiness and update the Project Manager.
- Ensure all documents, signatures, and tasks are submitted on time.

Client Management & Task Follow-Up
- Proactively follow up on missing documents, overdue tasks, or unanswered messages.
- Maintain a clean client status log and escalate delays to the PM.
- Clarify expectations and deadlines to keep clients moving forward.

Communication
- Respond to client questions in Slack and TaxDome using approved materials.
- Provide updates on deadlines, deliverables, and next steps.
- Flag only complex issues to the PM or CEO.

Scheduling
- Schedule onboarding calls, data collection calls, and consultation calls.
- Send reminders and prepare clients for each call (what to bring, what to expect).
- Coordinate reschedules and maintain clean calendars.

Support the PM & CEO
- Notify PM when clients complete onboarding tasks.
- Update project stages, client portals, and Google Drive folders.
- Reduce interruptions by handling 80–90% of client-facing admin.

Success Metrics
- Onboarding completed within target timelines
- Reduction in CEO involvement in client follow-ups
- On-time client document submissions
- Fast response time to client inquiries
- Lower workflow delays caused by missing information

REQUIREMENTS
- Strong written and verbal English
- Excellent customer service and communication skills
- Project management & coordination experience
- Highly organized and detail-oriented
- Comfortable with Slack, Google Workspace, TaxDome (training provided)
- Prior VA experience in a service, agency, accounting, or legal firm is a plus

HOURS
- Full-time (35–40 hrs/week)

SKILL REQUIREMENT

Attention to Detail Communication Client Relationship Management

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Client Success Manager

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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