Director of Client Success - Full Time

Hello,
Hope you are doing good !
Please find the JD below and share your updated resume for this below FULL TIME role.
Role: Director of Client Success
Reports to: [Insert Manager]
Location: Morganville, NJ. Periodic travel to the Totowa office.
Hours: Monday through Friday, 8:30 AM to 5:00 PM
Type: Full time, Exempt
Compensation: To be confirmed as a posted range

About the role

Client is not a typical accounting firm. For more than twenty years we have built our reputation as trusted advisors to privately held businesses, high net worth individuals, and nonprofit organizations. We are more than tax and audit professionals. We are strategic partners helping clients grow, protect, and transition their wealth and their business interests.

Our mission is to deliver exceptional accounting and advisory services with integrity, insight, and innovation. We are a growing, private equity backed firm with offices in New Jersey, Tennessee, and India, and we are building something deliberately different from the firm we were five years ago.

About the Role

We are seeking a Director of Client Success to lead the firm s client experience and ensure every client receives proactive, consistent, and high-quality service across all service lines. This role will own the end-to-end client success process, from onboarding and engagement setup through ongoing communication, workflow oversight, and retention.

The Director will serve as the central point of coordination between clients and internal teams, ensuring assignments remain under control, deadlines are met, and client needs are addressed before issues become escalations. This is a hands-on, operationally focused leadership role that combines client relationship management, workflow coordination, staff accountability, and data-driven decision-making.

Key Responsibilities

Client Experience & Relationship Management

• Own the client success experience across all clients and service lines, including audit, bookkeeping, tax, and transaction advisory services.
• Ensure every client receives proactive, consistent, and high-quality service, regardless of client tier.
• Establish and maintain regular check-ins with new and existing clients to understand needs, monitor satisfaction, and identify potential issues.
• Serve as a central point of contact for client concerns, ensuring questions and requests are promptly addressed and appropriately coordinated with internal teams.
• Develop and maintain strong relationships with clients, accountants, and firm leadership to ensure expectations are aligned and commitments are met.
• Identify opportunities to improve the client experience, strengthen relationships, and prevent client churn.

Client Onboarding & Engagement Setup

• Own the setup and coordination of all new clients and engagements.
• Partner with the onboarding team to ensure new clients are properly introduced, assigned, and transitioned into ongoing service.
• Ensure engagement budgets, retainers, and expectations are established and communicated appropriately.
• Coordinate with Brandon on onboarding and budgeting responsibilities, with the expectation that budget ownership will transition to Client Success over time.
• Establish a consistent onboarding process that supports a smooth transition from initial setup to ongoing client management.

Workflow Oversight & Staff Coordination

• Take ownership of day-to-day workflow oversight across all service lines, ensuring assignments, open items, and deadlines remain under control.
• Monitor accountants schedules, workloads, and outstanding assignments to identify priorities, potential delays, and resource needs.
• Maintain visibility into client requests, deliverables, and due dates, proactively coordinating with staff to ensure timely completion.
• Conduct regular staff meetings to review workload, open items, priorities, and upcoming deadlines.
• Follow up with accountants to confirm progress, identify obstacles, and ensure client communications are timely and complete.
• Coordinate across teams to resolve issues and keep work moving, particularly during extended tax season and other high-volume periods.
• Ensure client requests are addressed proactively rather than waiting for deadlines or escalations.

Operational Tools & Process Ownership

• Take full ownership of Jetpack, the firm s central operational and workflow management tool.
• Oversee the transition of existing operational processes, including extension spreadsheets and return master lists, into a consistent Client Success workflow.
• Ensure client assignments, ownership, deadlines, and follow-ups are accurately tracked and maintained.
• Develop and implement standardized processes for monitoring client work, tracking open items, and ensuring accountability across service lines.
• Partner with leadership and internal teams to improve operational efficiency, visibility, and consistency.

Client Health, Tiering & Retention

• Lead the development and implementation of a client tiering and health monitoring process.
• Use established metrics, client habits, sentiment, and engagement data to properly tier and group clients.
• Monitor client health indicators to identify risks, service gaps, and opportunities for proactive intervention.
• Maintain a consistent understanding of client sentiment and satisfaction across the firm.
• Use client tiering to inform prioritization and resource allocation while maintaining high service standards for every client.
• Establish proactive follow-up processes designed to identify and address concerns before they result in client dissatisfaction or churn.
• Partner with accountants and leadership to ensure client needs are understood and consistently met.

Budgets, Retainers & Engagement Oversight

• Review client retainers and engagement budgets to ensure work remains aligned with expectations and agreed-upon scope.
• Conduct regular 3- and 6-month retainer reviews, depending on engagement length and structure.
• Identify potential budget concerns, scope changes, or service issues and coordinate with the appropriate teams to address them.
• Partner with leadership and accounting teams to ensure client expectations, budgets, and deliverables remain aligned.
• Leverage the firm s ERP system to improve visibility into engagement performance, time, and budget utilization.

Qualifications & Experience

• 5+ years of experience in client success, client relationship management, account management, operations, or a related field.
• Experience in a professional services environment, preferably accounting, tax, audit, bookkeeping, or transaction advisory services.
• Demonstrated experience managing multiple clients, competing priorities, and time-sensitive deliverables.
• Strong organizational and project management skills, with the ability to monitor workflows and ensure accountability across teams.
• Experience developing or implementing client health metrics, tiering, retention strategies, or similar client management processes.
• Strong communication and relationship-building skills, with the ability to work effectively with clients, accountants, and leadership.
• Experience with workflow management systems, CRM platforms, ERP systems, or similar operational tools.
• Strong problem-solving skills and the ability to proactively identify and resolve issues.
• Experience reviewing budgets, retainers, or engagement profitability is preferred.
• Bachelor s degree in Business, Accounting, Operations, or a related field preferred.

Key Success Measures

• Improved client retention and reduced preventable client churn.
• Consistent, proactive client communication and follow-up.
• Improved visibility into client assignments, deadlines, and open items.
• Timely completion of client deliverables and reduced missed deadlines.
• Successful implementation and ongoing ownership of client health tiering and monitoring.
• Improved coordination between Client Success and accounting teams.
• Consistent onboarding and engagement setup across all service lines.
• Improved budget and retainer oversight.

Compensation - Benefits

• Competitive compensation and 401(k).
• Comprehensive benefits package.
• Paid time off and Summer Fridays.
• Continuing professional education support.
• Newly expanded Morganville office.
• Direct exposure to complex, high net worth, and privately held business clients.
• A genuine opportunity to build and lead a client success function inside a growing firm, reporting to the COO.

Thanks
Karunakar Reddy