Senior Associate, Customer Success

Overview

Baker Tilly is a leading advisory, tax and assurance firm with a global advantage across the U.S. and key financial centers worldwide.

The Senior Associate, Customer Success will aid in ERP software adoption, process annual renewals and add-ons, support customer requests for customizations, maintain proactive outreach, collect and track NPS, collaborate with support, sales and services teams, conduct feedback calls, schedule meetings, create quotes and statements of work, flag case studies, and support clients and the internal Baker Tilly team.

• Initiate and support the renewal process, providing pricing and answering questions about potential changes to current customer packages.
• Provide information and support for customers requesting additional services or products beyond managed accounting services.
• Build quotes, statements of work, and manage pricing for existing customers.
• Conduct regular customer outreach, including ongoing follow‑up, feedback requests, meetings, go‑live celebrations, and additional duties as assigned.
• Schedule consulting calls and meetings for follow‑up after services are performed, including project completion reviews.
• Support sales and marketing in occasional outbound sales campaigns or requests for reviews/references.
• Identify customers to engage in case studies and reviews.
• Support third‑party relationships with external software manufacturers in conjunction with client and internal customer relations.
• Serve as point of contact for billing and credit inquiries, errors, and requests, then delegate to the appropriate internal or external support.

• Bachelor’s degree in accounting, business, or a similar field, or equivalent experience in Customer Success within a similar organization.
• Knowledge of the SaaS business model and metrics.
• Three years’ experience in customer success or sales in the SaaS industry or similar experience.
• Familiarity with CRM systems, especially Salesforce.
• Experience with accounting is a plus.

The national pay rate range is $57,304 to $97,790. Compensation is influenced by application‑specific factors such as skills, experience, qualifications, degrees, certifications, work arrangements and location. Baker Tilly offers a comprehensive compensation and benefits package to eligible employees.

Baker Tilly is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, gender identity, sexual orientation, or any other legally protected basis, in accordance with applicable federal, state or local law.