Senior Client Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for strategically assigned firms, building trusted relationships with key stakeholders such as firm owners, decision-makers, and LEAP champions, while ensuring exceptional client relationships are upheld.

• Promote early adoption and sustained success through proactive outreach, regular follow-ups, and strategic success planning.

• Organize recurring business reviews (QBRs) and success check-ins to uncover opportunities for enhanced usage, new integrations, or process automation.

• Work collaboratively across Product, Support, and Training teams to address issues, share insights, and enhance the client experience.

• Offer guidance on best practices related to billing, reporting, accounting integrations (e.g., QBO, LEDES), and document automation workflows.

• Recognize and pursue expansion and upsell opportunities based on client needs and usage trends.

• Lead and mentor a small team of Client Success Managers by providing coaching, development, and performance feedback to support their professional growth.

• Contribute to the ongoing enhancement of Client Success programs, playbooks, and resources that facilitate scalable engagement across our portfolio.

⛳️ Requirements

• Previous experience in people leadership or a proven ability to coach and mentor peers or junior team members.

• Strong skills in relationship-building and communication, with the capability to navigate complex client environments and influence outcomes.

• Proficiency in conflict management and resolution to mitigate early churn or client escalations.

• Familiarity with accounting and billing processes, including QuickBooks Online, bank reconciliation, LEDES billing, and trust accounting best practices.

• Understanding of integrations and the ability to upsell.

• Experience with LEAP reporting.

• Provide a high level of client interaction with outstanding oral and written communication skills.

• Ideal candidates will possess the ability to think quickly on their feet and excel in fast-paced environments.

🏝️ Benefits

• Medical, Dental and Vision Plans Available

• Fully remote work

• 401k with Company Matching Program

• Virtual Staff Events

• Employee Assistance Plans

• Flexible Annual Leave

• Company Shares Opportunity