[Hiring] Customer Success Manager @DiLucci CPA

Role Description

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
• 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, and stay ahead of changing needs.
• 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.

Qualifications

• Tax familiarity required: comfortable discussing tax concepts, filings, and terminology confidently with clients.
• 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.

Requirements

• 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