Client Success Manager

Overview

Join to apply for the Client Success Manager role at PaulHood.

Reports to : Director of Client Success. Location : KS, MO, or OK (Hybrid Eligible).

About PaulHood : we are transforming the mid-market CPA industry with a year-round membership model that provides clients with expert tax and financial guidance. Founded 30 years ago by Paul Hood, we serve over 15,000 customers nationwide and have modernized our processes to operate with a SaaS-like approach.

Responsibilities

• Serve as the main point of contact for your book of business
• Track client workflows and return statuses across multiple entities and individuals to ensure timely, accurate completion
• Build and maintain relationships with key client contacts
• Take full responsibility for timely resolution of client escalations, whether inbound from the client or flagged internally
• Ensure clients meet deadlines for input and document submission
• Own escalations to complete resolutions for their book of business, coordinating with other teams as needed
• Be responsible for overall Net Revenue Retention (NRR) for their book of business
• Identify and collaborate with expansion teams on upsell and cross-sale opportunities
• Re-tier mis-priced service agreements
• Validate client changes from auto-renewals, including payments, services, and client off-boarding
• Schedule client meetings and ensure successful onboarding for new clients
• Direct outbound phone calls and emails to newly onboarded accounts
• Manage timelines and set clear client expectations throughout projects

Experience You Will Need

Who You Are

What's In It For You

Join a forward-thinking team reshaping tax and accounting with a diverse and inclusive culture. You'll align with an organization that helps clients optimize financial health and enables them to keep, save, and protect more of their money.

Stock options and a strong emphasis on trust, collaboration, and work-life balance. Generous time off in addition to 19 company holidays.

Benefits include : Bonus opportunities, stock options, comprehensive benefits, 401(k) with company matching. Paid volunteer days and educational / personal growth reimbursement are also offered.

EEO and Diversity Statement

PaulHood is 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, veteran status, or any other legally protected characteristic. If you need reasonable accommodation during the application or interview process, please tell us. We champion a diverse, inclusive workplace and do not tolerate discrimination or harassment.

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