Title: Client Success Manager Reports to: Director of Client Success Location: Remote, USA 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 - 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.

• Drive Customer Success outcomes by owning, managing, and growing overall customer health and value across our Arkalytics accounts • Build trusted relationships with customer stakeholders and develop a deep understanding of customer goals and strategic initiatives • Lead quarterly business reviews and strategic planning sessions with customers • Influence long-term customer value through increased product adoption, customer satisfaction, and overall account health • Identify, log and communicate risks and opportunities within accounts through customer engagement, product adoption, and feedback • Act as a trusted advisor to customers by helping them align Arkalytics with their organizational goals • Lead and support a small team of Customer Success Managers through mentorship, coaching, and ongoing development • Serve as a resource and escalation point for complex customer situations • Help establish and refine Customer Success processes, playbooks, and best practices • Set team goals and monitor performance to ensure consistent, high-quality customer engagement • Foster a collaborative and customer-centric culture across the Customer Success team • Work closely and cross-functionally with Implementation, Product, Service Delivery, Marketing, and Sales teams to ensure a seamless customer experience • Aggregate customer feedback and insights to help inform product improvements and roadmap discussions • Collaborate with internal teams to resolve customer issues and ensure timely responses to requests and service needs • Provide strategic input on customer success programs, onboarding approaches, and ongoing customer engagement strategies • Help ensure customers are receiving strong support and service throughout their lifecycle with Arkatechture

Beacon National Agency is seeking a motivated Client Onboarding & Growth Associate to help guide individuals and families toward financial protection and long-term security. In this role, you will support new client onboarding, build meaningful relationships, and help identify growth opportunities through personalized financial protection solutions. This position blends the flexibility of remote work with the structure, mentorship, and systems of a growing national financial services organization. You will work directly with interested prospects, provide education on financial protection strategies, and ensure a smooth, supportive onboarding experience for every client. Opportunity Highlights - Flexible remote work environment that supports work-life balance - Qualified inbound prospects, focus on meaningful conversations, not cold outreach - Fast commission processing to support consistent income flow - Access to professional tools and systems provided by the organization - Structured mentorship and leadership support for professional development Key Responsibilities - Serve as the first point of contact for individuals seeking financial protection solutions - Guide new clients through a smooth and supportive onboarding experience - Conduct virtual discovery meetings to understand client needs and financial goals - Present tailored protection strategies including IUL policies, annuities, and life insurance - Maintain consistent communication and follow-up to support client growth and satisfaction - Contribute to personal and team growth targets through disciplined activity and relationship building Ideal Candidate Profile - Client-focused mindset with strong integrity and professionalism - Self-motivated with clear personal and career goals - Growth-oriented and open to coaching and continuous improvement - Strong communication skills with confidence in virtual meetings and presentations - Comfortable building relationships and guiding clients through important financial decisions Opportunity Structure This is a 1099 commission-based opportunity designed for entrepreneurial professionals who want to build a scalable career in financial services. As a Client Onboarding & Growth Associate, you will specialize in helping clients implement financial protection strategies such as Indexed Universal Life (IUL) policies, annuities, and life insurance. At Beacon National Agency, you'll have the opportunity to make a meaningful impact on clients’ financial futures while building your own path toward professional growth and unlimited earning potential.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Velocity is seeking to hire a VP of Customer Success. The Vice President of Customer Success is a strategic executive responsible for leading the company’s customer lifecycle strategy, ensuring exceptional customer experiences while driving retention, expansion, and long-term revenue growth. This leader will oversee all Customer Success functions including onboarding, customer lifecycle management, retention, renewal strategy, and expansion opportunities across the company’s telecommunications and managed services portfolio. The VP of Customer Success will work cross-functionally with Sales, Product, Service Delivery, and Operations to ensure seamless transitions from sale to implementation through ongoing customer engagement. The ideal candidate has deep experience in telecommunications and managed services environments, with a strong understanding of recurring revenue models, complex service delivery processes, and enterprise customer relationships. This role supports customers across a wide range of industries, requiring the ability to understand diverse business needs and deliver solutions that drive measurable value across different vertical markets. Qualifications - Bachelor’s degree in Business, Telecommunications, IT, or related field. - 10+ years of telecommunications industry experience. - 10+ years of leadership experience in Customer Success, Account Management, or Customer Experience roles. - Experience in telecommunications or managed services environments required. - Proven success managing recurring revenue portfolios and driving retention and expansion. - Experience supporting customers across multiple industries and business environments. - Strong understanding of enterprise customer lifecycle management. - Experience building and leading high-performing customer success teams. - Demonstrated ability to collaborate cross-functionally with Sales, Product, and Operations leadership. - Experience with CRM and customer lifecycle platforms (HubSpot, Salesforce, Gainsight, etc.). Requirements - Define and execute the company’s Customer Success strategy across the entire lifecycle: onboarding, adoption, expansion, renewal, and advocacy. - Ensure seamless transition from sales to implementation and ongoing service delivery. - Establish scalable processes to support growth while maintaining a high-touch customer experience. - Support a diverse customer base across multiple industries, ensuring solutions are tailored to meet the unique needs of each customer environment. - Own customer retention metrics including Net Revenue Retention (NRR), churn reduction, and expansion revenue. - Develop strategies to increase customer lifetime value through cross-sell and upsell opportunities. - Partner with Sales leadership to drive coordinated expansion strategies within existing accounts. - Design proactive engagement models to ensure customers achieve measurable value from telecommunications and managed services solutions. - Develop customer health scoring frameworks and early-warning indicators to identify and mitigate churn risk. - Implement structured quarterly business reviews (QBRs) with key accounts. - Ensure the Customer Success organization understands the operational needs of clients across various industries and adapts engagement strategies accordingly. - Partner closely with Service Delivery, Network Operations, and Technical Support teams to ensure service performance meets customer expectations. - Improve handoffs between Sales, Customer Success, and Operations to eliminate friction in the customer experience. - Implement tools, automation, and analytics to improve customer lifecycle visibility. - Leverage AI and RPA to optimize operations to best support customers. - Build and lead a high-performing Customer Success organization including Customer Success Managers, account management teams, and onboarding specialists. - Establish performance metrics, training programs, and career development pathways. - Foster a culture of accountability, customer advocacy, and operational excellence. - Provide executive leadership with insights on customer trends, adoption metrics, churn drivers, and expansion opportunities. - Establish dashboards and reporting frameworks for customer lifecycle performance. - Use data-driven insights to inform service improvements and go-to-market strategy. Benefits - Medical, Dental, Vision - PTO & Paid Holidays - Paid Sick Time - 401K – with Employer Match - Paid Parental Leave - Company provided Life Insurance, Short/Long-Term Disability - Supplemental Benefits Available