Reports to: Director of Client Success

Location: Remote, USA


About the Role

At PaulHood we are transforming the mid-market CPA industry with an entirely new model. Our year-round membership model provides clients with expert tax and financial guidance, helping them feel more secure and realize their long-term financial goals. Founded 30 years ago by Paul Hood, our company has grown rapidly and now serves over 15,000 customers nationwide. To support our continued growth, we have completely modernized our business with technology and processes more akin to a SaaS company than a CPA firm.

As a Client Success Manager, you’ll serve as the primary point of contact for a designated book of business, responsible for managing client relationships and ensuring all work is completed accurately and on time across our teams. The position oversees client workflows, deadlines, escalations, and renewals while coordinating with internal teams to deliver seamless service. In addition to maintaining client satisfaction and retention, this role contributes to revenue growth by identifying upsell opportunities and ensuring service agreements are properly priced. Success in this position requires strong communication, organization, and accountability to effectively manage client expectations and outcomes. This role is a vital part of delivering on our firm’s mission to redefine what clients can expect from a relationship with their financial services partner. By keeping projects moving, removing friction, and ensuring deadlines are met, you’ll play a direct role in building trust and demonstrating the value of our year-round membership model.

To do this well, you’ll need to be highly organized, client-focused, and proactive, with the ability to manage a high-volume book of business while maintaining accuracy and strong client relationships. You’ll need to communicate clearly, build trust in every interaction, and confidently triage and resolve issues, even when they require coordination across teams you don’t directly manage. You’ll also need the ability to think strategically about client retention while staying hands-on with workflows, deadlines, and escalations.

You’ll also need 2–4 years of experience in Customer Success, Account Management, or Customer Service, along with moderate tax fluency and some experience in accounting or financial services. Comfort with owning Net Revenue Retention, using CRM or tax practice software, and leveraging automation tools will be key. If you’re entrepreneurial, innovative, and excited to build processes from scratch, you’ll be set up to succeed in this role.



What You Will Do

 

 

 

 

 

 

 

 

 

 

 

 

 

Experience You Will Need

 

 

 

 

 

Who You Are

 

 

 

 

 

 

 

What’s In It For You

You will join a forward-thinking team that is reshaping the future of the tax and accounting industry. With a strong commitment to diversity and inclusion, our gender-balanced leadership group reflects our belief in the power of varied perspectives to drive innovation. You’ll align with an organization that helps its clients optimize their financial health, enabling them to keep more, save more, and protect more of their money so they can use it for the things they care about most.

In addition to the inherent satisfaction of aligning with a business that is changing the lives of thousands of people, you will receive stock options to align your rewards with the success of the company. Importantly, you’ll be part of a team that prioritizes trust, collaboration and having fun. We work hard and value rest. (Incumbent will be granted a generous allowance of time off per year, in addition to our 19 company holidays.)


In addition, our benefits package includes:

+ Bonus Opportunity

+ Stock Options

+ Comprehensive Employee Benefits Package

+ 401k Program with Company Matching

+Paid Volunteer Days

+ Educational/Personal Growth Reimbursement



EEO and Diversity Statement

PaulHood is an equal opportunity employer. We recruit, employ, compensate, develop, and promote without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, pregnancy, marital status, gender identity or expression, status as a veteran, or any other legally protected characteristic or activity in accordance with applicable federal, state, and local laws. If you need reasonable accommodation in the application or interview process, please tell us.

At PaulHood, we champion a vibrant workplace culture that thrives on diversity, and we do not tolerate discrimination or harassment. We are one team from many backgrounds, innovating through diversity of individuals, who are driven by a passion for creating an inclusive space for all. Believing a culture of equality creates a stronger work environment for all employees and that we are all accountable for encouraging and celebrating diverse voices, PaulHood will continue to champion a workplace culture that prizes diversity and inclusivity.