Client Success Manager

What does it mean to be a Client Success Associate within the Escalon team? The Client Success Manager (CSM) serves as a relationship manger for a portfolio of clients, ensuring they receive exceptional service and maximize the value of the firm's Accounting, HR, Payroll, Tax, and advisory solutions.

Acting as a strategic partner, the CSM helps to coordinate cross-functional teams, proactively manages client health, identifies opportunities for service improvements, and drives long-term client satisfaction and retention.

The ideal candidate is a relationship-focused professional with strong business acumen, excellent communication skills, and the ability to manage multiple client engagements simultaneously.

What You’ll Do: Day-to-Day Responsibilities also include: Client Relationship Management Serve as a point of contact and escalation for an assigned portfolio of clients. Build trusted relationships with executives, founders, and finance leaders.

Conduct regular business reviews (bi-annual) to discuss performance, priorities, risks, and upcoming initiatives. Develop a deep understanding of each client's business objectives and evolving needs. Ensure clients understand the full value of the firm's services.

Coordinate Accounting, HR, Payroll, Tax, Recruiting, and other internal service teams to deliver a seamless client experience. Periodically review service quality, deliverables, deadlines, and client satisfaction. Manage client survey responses. Facilitate cross-functional communication to ensure alignment across teams.

Track open issues via Escalon’s Client Issue (CIL) process and drive timely resolution. Escalate risks proactively and ensure appropriate follow-up.

Client Success & Retention Monitor client health through engagement metrics, feedback, and service performance (client surveys, SentimentIQ, EmploymentIQ, potential churn report). Identify potential churn risks and develop retention strategies. Lead renewal conversations and support contract reviews.