What does it mean to be a Client Success Associate within the Escalon team?
The Client Success Manager (CSM) serves as a relationship manger 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.
What You’ll Do: Day-to-Day Responsibilities also include
- 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:
- Support offboarding activities.
- Participate in process improvement initiatives to enhance the client experience.
Success in This Role
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.
What You'll Bring
Must Haves
- 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.