Client Success Manager

$85,000 - $125,000/Yr

Banyan Recruitment - Honolulu, HI

Full-time - Mid Level

Remote - Honolulu, HI

About the position

The Client Success & Operations Manager (CSOM) is a newly created role at an industry-leading company experiencing strategic growth. This position is responsible for managing the end-to-end client onboarding and success process, focusing on operational efficiency and project management. The CSOM ensures that clients receive a streamlined onboarding experience and that their ongoing needs are met with excellence, acting as a bridge between clients and internal accounting teams.

Responsibilities

• Develop, implement, and manage a standardized onboarding process for new clients.
• Act as project manager for client onboarding, tracking milestones and ensuring timely communication.
• Use project management software to manage onboarding timelines and maintain visibility across client projects.
• Continuously evaluate and improve client-facing and internal processes to streamline operations.
• Develop process documentation and client journey maps for consistency across client accounts.
• Collaborate with the Director of Operations to implement operational best practices.
• Oversee the management of client projects, ensuring deliverables meet timeline, budget, and quality standards.
• Coordinate with internal teams to ensure tasks are assigned and completed to meet client needs.
• Schedule regular touchpoints with clients to review project status and gather feedback.
• Monitor and analyze key performance indicators for client onboarding and retention.
• Generate regular reports on project timelines, client satisfaction, and operational efficiency.
• Maintain meticulous records in CRM, project management, and accounting systems.
• Create and update client onboarding guides and internal training materials.
• Lead training sessions for team members on process updates and client communication best practices.
• Proactively identify potential risks to project timelines or service quality and develop contingency plans.
• Act as the escalation point for client concerns, resolving issues in a timely manner.

Requirements

• Bachelor's degree in business, operations management, project management, or a related field.
• 3+ years of experience in client success, operations, or project management within a professional services environment, preferably in accounting or financial services.
• Proven track record of managing projects, optimizing processes, and achieving client satisfaction.
• Strong proficiency in project management tools (e.g., Asana, Trello, Monday.com), CRM software, and accounting platforms (e.g., QuickBooks, Xero).
• Excellent analytical, organizational, and problem-solving skills.

Nice-to-haves

• Experience in accounting or financial services industry.
• Familiarity with data tracking and reporting tools.

Benefits

• Health insurance
• Dental insurance
• 401(k)
• Paid time off
• Vision insurance
• 401(k) matching