We’re hiring a Client Success Specialist to strengthen the client experience from first contact through onboarding and ongoing engagement. Join a CPA firm where you’re more than the front desk—you’re a key part of the client experience and our internal operations.
This role is ideal for someone who is polished with clients, comfortable with technology, and enjoys keeping marketing communications and client touchpoints running smoothly. Administrative support for the professional staff and tax administration team serves is a backup function.
What you’ll own:
Client Success & Onboarding
Serve as a proactive first point of contact for clients, ensuring a smooth and responsive experience.
Coordinate client onboarding by setting up new clients in firm systems upon receipt of signed engagement letters and onboarding forms.
Guide clients through portals, document access, and e-signatures with white glove service.
Assist with drafting and sending engagement letters; track completion and next steps.
Build and maintain workflows to support onboarding and recurring engagements.
Answer general inquiries and appropriately screen and direct calls.
Office Support
Provide front-line coverage by greeting clients, answering phones, and scheduling appointments and Microsoft Teams meetings.
Support document coordination, including secure intake, scanning, filing, and organization.
Manage office coordination tasks such as mail, FedEx and certified mailings, office supplies, conference room readiness, and client hospitality.
Provide backup support for the professional staff and tax administrative team as needed.
Marketing & Client Communications
Maintain and segment contact lists and marketing databases (e.g., SharpSpring).
Support bi-weekly newsletter updates and client communications using current firm content and blog posts.
Ensure marketing lists remain accurate and compliant (opt-outs, duplicates, and data accuracy).
Assist with additional light marketing initiatives as needed, including campaign coordination and content scheduling support.
What we’re looking for:
Strong client-facing communication skills and follow-through; calm, helpful, and highly organized.
Comfortable with technology, including client portals, e-sign platforms, databases, and Microsoft Teams.
Detail-oriented and trustworthy when handling confidential information.
Marketing operations experience (email platforms, list management, newsletters) is a plus.
In-office role, five days per week, with flexibility for extended hours and occasional weekend work during busy seasons (February–April and September–October), as needed.
Required Qualifications:
High School diploma or equivalent.
Minimum of 1 year of office experience, financial services or legal firm experience preferred.
Prior client service experience.
Strong proficiency in Microsoft Office Suite and Adobe editing tools.
Demonstrated ability to learn new software programs quickly.
Excellent verbal and written communication skills, organizational and analytical skills.
Professional demeanor and presentation.
Ability to thrive in a fast-paced, demanding environment.
Benefits for Full-Time Employees:
Paid Health Insurance starts after three months.
Employer-paid $50K group life insurance policy after three months.
Access to dental and vision Insurance after three months.
Eligible for a 401(k) retirement plan with up to 4% employer match after one year.
15 paid time off (PTO) days per year, accrued based on start date.
Employee referral bonus program.