Remote Customer Success Manager: Growth & Retention

DiLucci CPA Firm; United States; Remote; USD 70,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Health savings account

Flexible paid time off

401k retirement savings

Job summary

DiLucci CPA Firm is seeking a Customer Success Manager to own relationships with our tax clients in a remote, full-time capacity. You will advocate for clients and act as our trusted voice, directly influencing retention and revenue growth through upsells that genuinely meet client needs.

You’ll manage a book of clients, proactively engage on a set cadence, and collaborate with internal tax preparers and the sales team to ensure client success and renewals.

Qualifications

• 2+ years experience in a client-facing, relationship-management, or account management role.
• A consultative approach: able to identify client needs and translate them into service recommendations without being pushy.
• Strong communication skills, both written and verbal, with the ability to build rapport quickly.
• Highly organized and self-directed; comfortable managing a portfolio of client relationships simultaneously.
• Comfortable working toward KPIs and revenue targets tied to compensation.
• Experience with CRM tools and basic reporting.
• Nice-to-have: Enrolled Agent (EA) credential or active pursuit of EA certification.

Responsibilities

• Serve as the primary point of contact for an assigned book of clients, building long-term, trust-based relationships beyond tax season.
• Proactively reach out to clients on a regular cadence to check in, review their situation, stay ahead of changing needs, and assess current experience.
• Identify and surface upsell opportunities based on client tax and financial needs.
• Resolve client issues quickly, coordinating with internal tax preparers and specialists as needed.
• Track and report client health, satisfaction, and engagement; flag at-risk accounts.
• Collect and relay client feedback to improve service delivery and identify new opportunities.
• Maintain accurate records of client interactions in the CRM.
• Partner with the sales team on renewals, cross-sells, and new service introductions.
• Onboard new clients to set them up for success.

Skills

Client-facing

Relationship management

Account management

Consultative selling

Communication skills

Highly organized

Portfolio management

CRM tools

Reporting basics

Tools

CRM systems

Job description

DiLucci CPA Firm is seeking a Customer Success Manager to own relationships with our tax clients in a remote, full-time capacity. You will advocate for clients and act as our trusted voice, directly influencing retention and revenue growth through upsells that genuinely meet client needs.

You’ll manage a book of clients, proactively engage on a set cadence, and collaborate with internal tax preparers and the sales team to ensure client success and renewals.