Customer Success Manager

• Serve as the primary relationship owner for assigned client accounts.

• Conduct regular check-ins, business reviews, and strategic conversations with clients.

• Build trusted advisor relationships with decision-makers and stakeholders.

• Gather feedback, understand client goals, and proactively address concerns.

• Maintain high levels of client satisfaction and retention.

• Identify opportunities for upselling and cross-selling additional services within existing accounts.

• Analyze client needs, operational complexity, transaction volumes, and business growth to recommend appropriate service upgrades.

• Drive subscription revisions, catch-up projects, clean-up engagements, advisory services, and additional resource allocations where appropriate.

• Collaborate with sales and finance teams to maximize account value and lifetime customer revenue.

• Maintain a consultative, value-driven sales approach rather than a transactional sales process

• Act as the bridge between clients and internal accounting teams.

• Monitor service quality and identify potential gaps in delivery.

• Escalate issues appropriately and ensure timely resolution.

• Coordinate with Finance Managers and Accountants to maintain service standards.

• Conduct periodic account reviews to ensure alignment with client expectations.

• Support onboarding activities and ensure a smooth client transition into CoCountant’s ecosystem.

• Guide clients through tools, workflows, communication channels, and expectations.

• Ensure clients understand and effectively utilize ClientHub and related platforms.

• Create a positive first impression and establish long-term engagement strategies. Documentation & CRM Management

• Maintain accurate client records in HubSpot.

• Update deal stages, opportunities, account notes, and customer interactions.

• Ensure playbooks, SOPs, and customer-facing documentation remain current.

• Track customer health metrics and engagement activities.

• Maintain regular communication with Accounting Managers, Finance Managers, Controllers, and Operations teams.

• Participate in internal account reviews and planning sessions.

• Ensure internal teams remain aligned with client expectations, priorities, and ongoing developments.

• Bachelor’s degree in Finance/Accounting/Business Management
• 5+ years of experience in Customer Success, Technical Account Management, or related roles.
• Strong technical aptitude with ability to understand and explain complex software solutions.
• Experience with CRM and customer success platforms (e.g., HubSpot, Gainsight).
• Excellent communication and interpersonal skills to manage diverse customer relationships.
• Proactive problem-solving skills and ability to manage multiple customer accounts.
• Familiarity with SaaS products, APIs, and integrations.
• Ability to deliver training and presentations to technical and non-technical audiences.

• Highly customer-oriented and relationship-driven

• Commercially aware with a strong sales and growth mindset

• Proactive planner and problem solver

• Strong emotional intelligence and adaptability

• Comfortable handling executive-level conversations

• Able to balance customer advocacy with business objectives

• Skilled at identifying opportunities to expand accounts while maintaining trust

• Excellent communicator with the ability to adjust communication style based on the client