Customer Success Manager at DiLucci CPA Firm in Remote

Customer Success Manager

Location: Remote (at this time we are not hiring in CA, CO, CT, MA, NJ, NY, or WA)

Schedule: Full-Time, minimum 40 hours per week

Role Overview

We're looking for a Customer Success Manager to own the ongoing relationship with our tax clients. This is a relationship-first, revenue-aware role: you'll be the client's advocate internally and our most trusted voice externally, with a direct hand in retention and growth. You’ll build deep trust by proactively checking in and identifying opportunities where our additional services can better support their needs.

This role is built around measurable outcomes: proactive outreach, client satisfaction, issue resolution, and revenue growth through upsells (that truly benefit the client) and referrals.

Why you’ll love this role:

This is not a big corporate job where you own 5% of the outcome, sit through endless meetings, and wait years for someone to give you more responsibility.

We’re a small, fast-growing firm. That means real ownership and a real opportunity to grow with us.

We work hard. We move fast. We have fun. And we’re building something big.

If you want to become ridiculously good at what you do, take ownership of your work, and help build something you’re proud of…keep reading.

What you’ll do:

• 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 (not just when issues arise) to check in, review their situation, stay ahead of changing needs, and check in on their current experience.
• Identify and surface upsell opportunities (additional services, planning engagements, expanded scope) based on a genuine understanding of each client's tax and financial picture.
• Resolve client issues and concerns quickly, coordinating with internal tax preparers, accountants, and specialists as needed.
• Track and report on client health, satisfaction, and engagement, flagging at-risk accounts before they churn.
• Collect and relay client feedback internally to help improve service delivery and identify new service opportunities.
• Maintain accurate records of client interactions, outreach, and outcomes in the CRM.
• Partner with the sales team on renewals, cross-sells, and new service introductions.
• Onboarding new clients by ensuring they are set up for success.

Requirements

Must-have:

• 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:

• Experience working in the financial industry, including tax.
• Enrolled Agent (EA) credential preferred or actively pursuing EA certification.

Benefits:

• Health insurance
• Health savings account
• Flexible paid time off
• Retirement savings program (401k)
• Working with a high-energy founder
• Gaining knowledge and education on tax law

Our Vision & Values:

Vision:

To make valuable tax and accounting education and services available to everyone.

Non-Negotiable Values:

1) Fun Tax Energy (FTE)

• Bring Positive Energy – Approach your work with focus and enthusiasm knowing that your energy is contagious.
• Operational Excellence - Do great work because we care about being the best. We take pride in the details, raise the standard, and treat excellence as part of the job.

2) Speed Drives Results

• End of Day Mentality - Move with urgency. We do not let work sit when it can be finished, advanced, clarified, or unblocked today.
• Grow Through Action – Pursue learning, skill-building, and progress by doing. Ask questions to learn not just what to do, but why it matters.

3) Own the Outcome

• Resourceful Problem-Solving – We do not stop at the first obstacle. We ask better questions, find the right resources, and keep moving until the problem is solved.
• Fierce Independence – Follow through on what you say you will do and take responsibility for outcomes under your control.
• Communicate Early and Clearly – We share status, raise issues early, and make sure the next step is clear before confusion becomes a problem.

Equal Opportunity Employer:

DiLucci CPA Firm is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.

Accommodation Assistance:

DiLucci is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact peopleops@dilucci.com