Client Success Manager

KEYSTONE CPAS LLC•Reno, NV

44d•Onsite

About The Position

The Client Success Manager (CSM) is responsible for owning the client journey from initial inquiry through onboarding, engagement, and ongoing service coordination. This role ensures no client falls through the cracks—driving communication, workflow execution, and follow-through across teams. This position sits at the center of Keystone’s client experience, partnering closely with Principals, Tax Managers, and Operations to ensure work is properly initiated, tracked, and completed with excellence.

Requirements

Strong organizational and follow-through skills (nothing falls through the cracks)
Excellent communication and client-facing presence (phone + email)
Experience with CRM systems (HubSpot strongly preferred)
Comfort working across multiple systems and workflows
Ability to prioritize and manage multiple moving pieces
Problem-solving mindset with a proactive approach

Nice To Haves

This role offers a clear path into more client-facing advisory work, operations leadership, or project management within Keystone.

Responsibilities

Serve as the first point of contact for inbound leads from HubSpot CRM
Respond to inquiries, qualify needs, and route appropriately
Schedule initial consultations for Principals and Billers via Outlook
Prepare and send engagement letters using DocuSign and Ignition
Monitor engagement status (sent, signed, pending, inactive) and follow up as needed
Ensure completed engagement letters are properly filed and transitioned into active workflows and project fees are noted
Work with Project Manager to create and assign projects in CCH Axcess and Workflow (per Keystone SOPs)
Ensure every signed engagement is assigned to the appropriate team member
Assist Project Manager to track project status and confirm work is actively progressing
Assist Project Manager to close gaps between “engagement signed” ? “work started” ? “work completed”
Maintain visibility across client ledgers and service needs (tax planning, consulting, compliance)
Proactively flag clients who may be overlooked or underserved
Coordinate with Managers and Principals to ensure continuity of service
Support outreach for tax planning opportunities, consulting engagements, and follow-ups on inactive or stalled clients
Partner with Billers, Principals. and AR Manager to ensure tax returns and projects are billed timely
Confirm signatures are obtained where required
Maintain alignment between work performed and engagement scope
Monitor clients where work has begun prior to signed engagement letters and ensure proper documentation is completed
Provide high-quality phone and email support to clients
Troubleshoot client issues related to onboarding, portals, engagement letters, and communication gaps
Act as a central point of coordination between clients and internal teams