Customer Success Manager

Apex Business Consulting LLC is a growing tax and accounting practice serving small and mid-size businesses remotely across 42 states. The Client Success Manager serves as the central hub for client operations, managing client relationships, pipelines, workflows, deliverables, communications, and coordination across the founder and tax team.

Responsibilities:

• Coordinate the client experience communication, deliverables, and the relationship itself
• Serve as the primary point of contact for day-to-day client needs, from prospect through onboarding through ongoing work
• Provide proactive status updates so clients always know where things stand and what's next
• Obtain missing documents and information with friendly, professional follow-up
• Field inbound client calls and handle simple questions directly, and decide who else needs to be looped in
• Manage the prospective client pipeline: collect necessary information before meetings get scheduled, and set up the right systems and next steps once a client is onboarded
• Track the pipeline of client work and flag where and why something is stuck, before it becomes a problem
• Manage workflows, timelines, and deliverables through TaxDome and Monday
• Maintain clean digital records and checklists for onboarding, tax season, and recurring work
• Outside of tax season, shift focus toward prospective clients and onboarding, plus quarterbacking smaller internal initiatives (i.e. building out a governance or best-practices document)
• Coordinate delivery of returns, reports, and other deliverables; manage e-signatures and confirmations
• Support basic billing tasks (sending invoices and updating records)
• Coordinate and schedule client meetings for our founder and tax team
• Keep the team moving on client projects and internal initiatives
• Ensure deliverables are sent out on time for clients

Requirements:

• 3+ years of experience managing communication for hundreds of clients while coordinating tasks and projects internally
• Experience using project management tools (ie. Monday, Asana, Notion, or comparable)
• Excellent written and verbal communication skills; comfortable representing the firm in every client interaction
• Strong attention to detail, with an actual system for catching things before they slip — not just good instincts
• Self-starter who takes initiative and can execute tasks independently
• Comfortable in a tech-enabled workflow; able to learn tools like TaxDome, Monday, and ProConnect
• Prior experience in client success, account management, or client operations at a professional services or SMB-facing company
• Location: Remote (Charlotte, NC preferred, not required)
• Basic understanding of tax or accounting-firm exposure would be a plus
• Russian-speaking ability would be a plus