Customer Success Manager

Job Summary: We are seeking a dedicated and technically proficient Customer Success Manager to build strong relationships with our clients, ensuring they maximize the value of our solutions. This role combines account management, technical support, and strategic guidance to deliver exceptional customer experiences and drive retention and growth. Key Responsibilities: Client Relationship Management • Serve as the primary relationship owner for assigned client accounts. • Conduct regular check-ins, business reviews, and strategic conversations with clients. • Build trusted advisor relationships with decision-makers and stakeholders. • Gather feedback, understand client goals, and proactively address concerns. • Maintain high levels of client satisfaction and retention. Revenue Growth & Account Expansion • Identify opportunities for upselling and cross-selling additional services within existing accounts. • Analyze client needs, operational complexity, transaction volumes, and business growth to recommend appropriate service upgrades. • Drive subscription revisions, catch-up projects, clean-up engagements, advisory services, and additional resource allocations where appropriate. • Collaborate with sales and finance teams to maximize account value and lifetime customer revenue. • Maintain a consultative, value-driven sales approach rather than a transactional sales process Service Delivery Oversight • Act as the bridge between clients and internal accounting teams. • Monitor service quality and identify potential gaps in delivery. • Escalate issues appropriately and ensure timely resolution. • Coordinate with Finance Managers and Accountants to maintain service standards. • Conduct periodic account reviews to ensure alignment with client expectations. Onboarding & Customer Journey Management • Support onboarding activities and ensure a smooth client transition into CoCountant’s ecosystem. • Guide clients through tools, workflows, communication channels, and expectations. • Ensure clients understand and effectively utilize ClientHub and related platforms. • Create a positive first impression and establish long-term engagement strategies. Documentation & CRM Management • Maintain accurate client records in HubSpot. • Update deal stages, opportunities, account notes, and customer interactions. • Ensure playbooks, SOPs, and customer-facing documentation remain current. • Track customer health metrics and engagement activities. Team Collaboration • Maintain regular communication with Accounting Managers, Finance Managers, Controllers, and Operations teams. • Participate in internal account reviews and planning sessions. • Ensure internal teams remain aligned with client expectations, priorities, and ongoing developments. Bachelor’s degree in Finance/Accounting/Business Management 5+ years of experience in Customer Success, Technical Account Management, or related roles. Strong technical aptitude with ability to understand and explain complex software solutions. Experience with CRM and customer success platforms (e.g., HubSpot, Gainsight). Excellent communication and interpersonal skills to manage diverse customer relationships. Proactive problem-solving skills and ability to manage multiple customer accounts. Familiarity with SaaS products, APIs, and integrations. Ability to deliver training and presentations to technical and non-technical audiences. Ideal Candidate Profile • Highly customer-oriented and relationship-driven • Commercially aware with a strong sales and growth mindset • Proactive planner and problem solver • Strong emotional intelligence and adaptability • Comfortable handling executive-level conversations • Able to balance customer advocacy with business objectives • Skilled at identifying opportunities to expand accounts while maintaining trust • Excellent communicator with the ability to adjust communication style based on the client