Client Success Manager

Client Success Associate – Escalon

What does it mean to be a Client Success Associate within the Escalon team? The Client Success Manager (CSM) serves as a relationship manager for a portfolio of clients, ensuring they receive exceptional service and maximize the value of the firm's Accounting, HR, Payroll, Tax, and advisory solutions. Acting as a strategic partner, the CSM helps to coordinate cross‑functional teams, proactively manages client health, identifies opportunities for service improvements, and drives long‑term client satisfaction and retention.

The ideal candidate is a relationship‑focused professional with strong business acumen, excellent communication skills, and the ability to manage multiple client engagements simultaneously.

• Client Relationship Management

  Serve as a point of contact and escalation for an assigned portfolio of clients. Build trusted relationships with executives, founders, and finance leaders. Conduct regular business reviews (bi‑annual) to discuss performance, priorities, risks, and upcoming initiatives. Develop a deep understanding of each client's business objectives and evolving needs. Ensure clients understand the full value of the firm's services. Coordinate Accounting, HR, Payroll, Tax, Recruiting, and other internal service teams to deliver a seamless client experience.
  
  Periodically review service quality, deliverables, deadlines, and client satisfaction. Manage client survey responses. Facilitate cross‑functional communication to ensure alignment across teams. Track open issues via Escalon's Client Issue (CIL) process and drive timely resolution. Escalate risks proactively and ensure appropriate follow‑up.

• Client Success & Retention

  Monitor client health through engagement metrics, feedback, and service performance (client surveys, SentimentIQ, EmploymentIQ, potential churn report). Identify potential churn risks and develop retention strategies. Lead renewal conversations and support contract reviews. Advocate for the client while balancing operational and business objectives. Foster long‑term partnerships that increase client loyalty.

• Strategic Advisory

  Provide guidance on best practices related to outsourced back‑office operations. Identify opportunities to improve client processes and operational efficiency. Recommend additional services that align with client goals. Partner with internal leadership to support strategic client initiatives.

• Communication

  Lead recurring client meetings and executive business reviews. Prepare agendas, meeting summaries, and action plans. Ensure timely communication regarding service updates, deliverables, and issue resolution. Help maintain accurate client contact information within CRM and internal systems.

• Operational Excellence

  Monitor key client success metrics including client satisfaction, retention, service adoption, SLA adherence, and client health scores. Support offboarding activities. Participate in process improvement initiatives to enhance the client experience.

A successful Client Success Manager builds strong client relationships by serving as a trusted advisor, proactively communicating, coordinating internal teams, and ensuring consistent delivery of high‑quality services. They anticipate client needs, resolve issues before they escalate, identify opportunities to deepen partnerships, and continuously improve the overall client experience.

• Bachelor's degree in Business, Finance, Human Resources, Accounting, or a related field.
• 5+ years of experience in Client Success, Account Management, Customer Success, or Professional Services.
• Experience supporting Accounting, HR, Payroll, Tax, or outsourced business services preferred.
• Strong project management and organizational skills.
• Excellent written and verbal communication skills.
• Ability to build relationships with executive‑level stakeholders.
• Experience working within a cross‑functional service organization.
• CRM experience (Salesforce, Hub Spot, etc.) preferred.

• Client relationship management
• Executive communication
• Strategic planning
• Project management
• Problem solving
• Risk identification and mitigation
• Service delivery management
• Change management
• Conflict resolution
• Business process improvement
• Business acumen (finance, legal terms, contract management)
• Emotional intelligence
• Key Performance Indicators (KPIs):
  Client retention rate, Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Client satisfaction (CSAT), Net Promoter Score (NPS), Renewal rate, Expansion revenue, Executive Business Reviews completed, Churn risk mitigation, Cross‑functional issue resolution time

• Health benefits, all available on the first day of the month following employment, including medical, dental, and vision options.
• Life and disability coverage – STD/LTD.
• 10 paid holidays each year.
• Flexible PTO.
• 401(k) retirement plan.