Client Success Advocate

About the Role

You will help build the next-generation client experience for a rapidly scaling firm that acquires and integrates boutique accounting practices. This means you’ll thrive if you enjoy modernizing workflows, operating with autonomy, and contributing to a culture of continuous improvement.

• Serve as the dedicated point of contact for a portfolio of clients, guiding them through onboarding, documentation, tax preparation, and ongoing requests.
• Set clear expectations around timelines, deliverables, and required actions.
• Conduct proactive check-ins to assess client satisfaction and identify opportunities to improve their experience.
• Communicate updates on tax returns, accounting work, and project milestones.

• Own the movement of client work through our Intake and Delivery pipelines, ensuring deadlines are met and bottlenecks are removed.
• Coordinate with Accounting, Tax, and internal CS teams to ensure timely resolution of client questions and tasks.
• Maintain accurate client records, documentation, and status updates within CRM and workflow tools.
• Generate invoices, process payments, and ensure tax return assembly is completed accurately.

• Diagnose issues in client workflows, identify root causes, and propose scalable, solutions.
• Address Level 1 escalations quickly and professionally, ensuring clear communication with both internal teams and clients.
• Identify patterns that signal larger process opportunities and surface recommendations to the CS Leader.

• Contribute to building standard operating procedures and client experience playbooks.
• Recommend enhancements to tooling, communication flows, onboarding procedures, or delivery processes.
• Support continuous improvement initiatives across the CS function as we integrate acquired firms.

• Collaborate closely with office-based CS staff including Document Specialists and Administrative Assistants.
• Provide occasional support to peers and cross-functional team members during peak periods.

• 2–5 years of experience in Customer Success, Client Experience, Operations, or a similar client-facing role.
• Experience managing client relationships in a tech-enabled or fast-paced environment.
• Strong communication skills; able to make complex topics simple and digestible.
• Comfort with workflow tools, CRMs, and modern communication platforms (e.g. Hub Spot, Slack, MS Office).
• Demonstrated ability to prioritize work, manage multiple projects, and stay organized.
• A learning mindset — curious, adaptable, and energized by process improvement.

• Exposure to finance, accounting, tax, legal services, or other regulated professional services.
• Experience working in a rapidly changing environment (startup, SaaS, growth company).
• Familiarity with tools like Quick Books, Panda Docs, CCH, or similar platforms (not required).

In California, the estimated salary range for this role is between $70,000 and $90,000 per year.