What are the responsibilities and job description for the Client Success Manager position at PaulHood?
Title: Client Success Manager
Reports to: Director of Client Success
Location: KS, MO, or OK (Hybrid Eligible)
About the Role
At PaulHood we are transforming the mid-market CPA industry with an entirely new model. Our year-round membership model provides clients with expert tax and financial guidance, helping them feel more secure and realize their long-term financial goals. Founded 30 years ago by Paul Hood, our company has grown rapidly and now serves over 15,000 customers nationwide. To support our continued growth, we have completely modernized our business with technology and processes more akin to a SaaS company than a CPA firm.
As a Client Success Manager, you’ll serve as the primary point of contact for a designated book of business, responsible for managing client relationships and ensuring all work is completed accurately and on time across our teams. The position oversees client workflows, deadlines, escalations, and renewals while coordinating with internal teams to deliver seamless service. In addition to maintaining client satisfaction and retention, this role contributes to revenue growth by identifying upsell opportunities and ensuring service agreements are properly priced. Success in this position requires strong communication, organization, and accountability to effectively manage client expectations and outcomes. This role is a vital part of delivering on our firm’s mission to redefine what clients can expect from a relationship with their financial services partner. By keeping projects moving, removing friction, and ensuring deadlines are met, you’ll play a direct role in building trust and demonstrating the value of our year-round membership model.
To do this well, you’ll need to be highly organized, client-focused, and proactive, with the ability to manage a high-volume book of business while maintaining accuracy and strong client relationships. You’ll need to communicate clearly, build trust in every interaction, and confidently triage and resolve issues, even when they require coordination across teams you don’t directly manage. You’ll also need the ability to think strategically about client retention while staying hands-on with workflows, deadlines, and escalations.
You’ll also need 2–4 years of experience in Customer Success, Account Management, or Customer Service, along with moderate tax fluency and some experience in accounting or financial services. Comfort with owning Net Revenue Retention, using CRM or tax practice software, and leveraging automation tools will be key. If you’re entrepreneurial, innovative, and excited to build processes from scratch, you’ll be set up to succeed in this role.
What You Will Do
Location: KS, MO, or OK (Hybrid Eligible)
About the Role
At PaulHood we are transforming the mid-market CPA industry with an entirely new model. Our year-round membership model provides clients with expert tax and financial guidance, helping them feel more secure and realize their long-term financial goals. Founded 30 years ago by Paul Hood, our company has grown rapidly and now serves over 15,000 customers nationwide. To support our continued growth, we have completely modernized our business with technology and processes more akin to a SaaS company than a CPA firm.
As a Client Success Manager, you’ll serve as the primary point of contact for a designated book of business, responsible for managing client relationships and ensuring all work is completed accurately and on time across our teams. The position oversees client workflows, deadlines, escalations, and renewals while coordinating with internal teams to deliver seamless service. In addition to maintaining client satisfaction and retention, this role contributes to revenue growth by identifying upsell opportunities and ensuring service agreements are properly priced. Success in this position requires strong communication, organization, and accountability to effectively manage client expectations and outcomes. This role is a vital part of delivering on our firm’s mission to redefine what clients can expect from a relationship with their financial services partner. By keeping projects moving, removing friction, and ensuring deadlines are met, you’ll play a direct role in building trust and demonstrating the value of our year-round membership model.
To do this well, you’ll need to be highly organized, client-focused, and proactive, with the ability to manage a high-volume book of business while maintaining accuracy and strong client relationships. You’ll need to communicate clearly, build trust in every interaction, and confidently triage and resolve issues, even when they require coordination across teams you don’t directly manage. You’ll also need the ability to think strategically about client retention while staying hands-on with workflows, deadlines, and escalations.
You’ll also need 2–4 years of experience in Customer Success, Account Management, or Customer Service, along with moderate tax fluency and some experience in accounting or financial services. Comfort with owning Net Revenue Retention, using CRM or tax practice software, and leveraging automation tools will be key. If you’re entrepreneurial, innovative, and excited to build processes from scratch, you’ll be set up to succeed in this role.
What You Will Do
- Serve as the main point of contact for your book of business
- Tracking of all client workflows and return statuses across multiple entities and individuals, ensuring timely and accurate completion of work for your book of business
- Build and maintain relationships with key client contacts
- Take full responsibility for the timely resolution of any client escalations whether inbound from the client or flagged internally by a teammate
- Ensure clients are meeting deadlines for input and document submission
- Own escalations of client issues to complete resolution for their book of business, even if those require other teams or staff to resolve
- Be responsible for the overall NRR (Net Revenue Retention) for their book of business
- Assist with identifying and collaborating with our expansion team on potential upsell and cross-sale opportunities
- Be responsible for re-tiering mis-priced service agreements
- Own the validation of any client changes that come out of auto-renewals, including changes to payments, services, and/or client off-boarding.
- Ensures client meetings are being scheduled
- Ensures new clients under their book of business are successfully onboarded and contacted
- Direct outbound phone call and email to newly onboarded accounts
- Have a clear understanding of the expected timeline for work to be completed and help to properly manage client expectations throughout
Experience You Will Need
- 2-4 years of experience in Customer Success, Account Management, or Customer Service
- A high school diploma is required. A college degree in a related field is preferred
- Moderate tax fluency (under K-1s, pass-through rules, etc) and some experience in accounting and financial services or a related field is required
- Having a background in managing a book of business (customer success, account management, etc.) is preferred
- Must be comfortable owning Net Retention for their book of business and understanding the work required to ensure the success of their clients throughout the course of the year to keep them coming back
- Must be tech-savvy. Experience with CRM and tax practice software (e.g., Qount, CCH Axcess) is a plus
- Basic tax literacy to understand the services we provide and the steps we take to get work done is a plus
Who You Are
- You can provide proactive relationship management and client service acumen
- You have exceptional verbal and written communication skills, follow through on your commitments, and collaborate well with your peers to serve your clients effectively
- You have professional-level organizational and process management skills, allowing you to manage a high-volume client workload without sacrificing quality
- You can triage issues and assess potential escalations
- You have a strong pulse on where work is sitting across the process and can effectively manage the efficiency of the work moving for their clients
- You are comfortable with automation tools and templated communication
- You see every interaction – even quick ones – as a chance to build trust and reassure clients they are in capable hands
- You are innovative, creative, and entrepreneurial, and are always looking for ways to deliver more value with the time and resources available to you
What’s In It For You
You will join a forward-thinking team that is reshaping the future of the tax and accounting industry. With a strong commitment to diversity and inclusion, our gender-balanced leadership group reflects our belief in the power of varied perspectives to drive innovation. You’ll align with an organization that helps its clients optimize their financial health, enabling them to keep more, save more, and protect more of their money so they can use it for the things they care about most.
In addition to the inherent satisfaction of aligning with a business that is changing the lives of thousands of people, you will receive stock options to align your rewards with the success of the company. Importantly, you’ll be part of a team that prioritizes trust, collaboration and having fun. We work hard and value rest. (Incumbent will be granted a generous allowance of time off per year, in addition to our 19 company holidays.)
In addition, our benefits package includes:
Bonus Opportunity
Stock Options
Comprehensive Employee Benefits Package
401k Program with Company Matching
Paid Volunteer Days
Educational/Personal Growth Reimbursement
EEO and Diversity Statement
PaulHood is an equal opportunity employer. We recruit, employ, compensate, develop, and promote without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, pregnancy, marital status, gender identity or expression, status as a veteran, or any other legally protected characteristic or activity in accordance with applicable federal, state, and local laws. If you need reasonable accommodation in the application or interview process, please tell us.
At PaulHood, we champion a vibrant workplace culture that thrives on diversity, and we do not tolerate discrimination or harassment. We are one team from many backgrounds, innovating through diversity of individuals, who are driven by a passion for creating an inclusive space for all. Believing a culture of equality creates a stronger work environment for all employees and that we are all accountable for encouraging and celebrating diverse voices, PaulHood will continue to champion a workplace culture that prizes diversity and inclusivity.