Client success manager

What does it mean to be a Client Success Associate within the Escalon team? The Client Success Manager (CSM) serves as a relationship manager for a portfolio of clients, ensuring they receive exceptional service and maximize the value of the firm's Accounting, HR, Payroll, Tax, and advisory solutions. Acting as a strategic partner, the CSM helps to coordinate cross-functional teams, proactively manages client health, identifies opportunities for service improvements, and drives long-term client satisfaction and retention.

The ideal candidate is a relationship-focused professional with strong business acumen, excellent communication skills, and the ability to manage multiple client engagements simultaneously.

What You’ll Do:

Day-to-Day Responsibilities also include:

• Client Relationship Management
• Serve as a point of contact and escalation for an assigned portfolio of clients.
• Build trusted relationships with executives, founders, and finance leaders.
• Conduct regular business reviews (bi-annual) to discuss performance, priorities, risks, and upcoming initiatives.
• Develop a deep understanding of each client's business objectives and evolving needs.
• Ensure clients understand the full value of the firm's services.
• Coordinate Accounting, HR, Payroll, Tax, Recruiting, and other internal service teams to deliver a seamless client experience.
• Periodically review service quality, deliverables, deadlines, and client satisfaction.
• Manage client survey responses.
• Facilitate cross-functional communication to ensure alignment across teams.
• Track open issues via Escalon’s Client Issue (CIL) process and drive timely resolution.
• Escalate risks proactively and ensure appropriate follow-up.

Client Success & Retention

• Monitor client health through engagement metrics, feedback, and service performance (client surveys, SentimentIQ, EmploymentIQ, potential churn report).
• Identify potential churn risks and develop retention strategies.
• Lead renewal conversations and support contract reviews.
• Advocate for the client while balancing operational and business objectives.
• Foster long-term partnerships that increase client loyalty.

Strategic Advisory

• Provide guidance on best practices related to outsourced back-office operations.
• Identify opportunities to improve client processes and operational efficiency.
• Recommend additional services that align with client goals.
• Partner with internal leadership to support strategic client initiatives.

Communication

• Lead recurring client meetings and executive business reviews.
• Prepare agendas, meeting summaries, and action plans.
• Ensure timely communication regarding service updates, deliverables, and issue resolution.
• Help maintain accurate client contact information within CRM and internal systems.

Operational Excellence

• Monitor key client success metrics including:
• Client satisfaction
• Retention
• Service adoption
• SLA adherence
• Client health scores
• Support offboarding activities.
• Participate in process improvement initiatives to enhance the client experience.

Success in This Role

A successful Client Success Manager builds strong client relationships by serving as a trusted advisor, proactively communicating, coordinating internal teams, and ensuring consistent delivery of high-quality services. They anticipate client needs, resolve issues before they escalate, identify opportunities to deepen partnerships, and continuously improve the overall client experience.

What You'll Bring

Must Haves:

• Bachelor's degree in Business, Finance, Human Resources, Accounting, or a related field.
• 5+ years of experience in Client Success, Account Management, Customer Success, or Professional Services.
• Experience supporting Accounting, HR, Payroll, Tax, or outsourced business services preferred.
• Strong project management and organizational skills.
• Excellent written and verbal communication skills.
• Ability to build relationships with executive-level stakeholders.
• Experience working within a cross-functional service organization.
• CRM experience (Salesforce, HubSpot, etc.) preferred.

Nice to Haves:

• Client relationship management
• Executive communication
• Strategic planning
• Project management
• Problem solving
• Risk identification and mitigation
• Service delivery management
• Change management
• Conflict resolution
• Business process improvement
• Business acumen (finance, legal terms, contract management)
• Emotional intelligence

Key Performance Indicators (KPIs)

• Client retention rate
• Net Revenue Retention (NRR)
• Gross Revenue Retention (GRR)
• Client satisfaction (CSAT)
• Net Promoter Score (NPS)
• Renewal rate
• Expansion revenue
• Executive Business Reviews completed
• Churn risk mitigation
• Cross-functional issue resolution time

Why You’ll Enjoy Working at Escalon:

We offer a variety of health benefits, all available on the first day of the month following employment with us, to keep you and your family feeling fit and well. Medical, Dental and Vision options Life and Disability STD/LTD 10 Paid holidays each year Flexible PTO 401K Retirement Plan Incentive compensation.

If you are hired at Escalon, your final base salary compensation will be determined based on several factors including, but not limited to, skill set, years of experience, and the employee’s geographic location. In addition to those factors – we believe in the importance of pay equity and consider the internal equity of our current team members as a part of any final offer. Escalon is an equal opportunity employer.

More about us:

Escalon Services is a Business Process Management (BPM) company that provides Essential Business Services (EBS) through a tech-enabled platform to small- and medium-sized businesses (SMBs) and startups. The Company enables its clients to spend less time on "back office" functions and provides the value and insight that enables clients to spend more time focusing on delivering value and moving their businesses forward.

With a US-based remote workforce and global delivery team in India, Escalon’s solution fills a widening service gap in the SMB market, underpinned by (i) increasing demand for quality insights in an increasingly competitive marketplace (ii) decreasing supply of CPAs and quality in-house talent and (iii) the cost frictions associated with scaling internal back-office teams as businesses grow.

For more information on Escalon: https://escalon.services/

Since founding, the company has executed both on an organic and M&A strategy to expand service offerings and drive revenue expansion opportunity through cross-sell/up-sell. Before partnering with New Harbor Capital in late 2022, Escalon completed two significant acquisitions which tripled the revenue of the company and expanded the FinOps capabilities of the platform. Continued corporate development is a key value driver for the business going forward, with a highly fragmented market of service providers, often individually unable to scale due to lack of technology-enablement and offshore capabilities. In late 2022, New Harbor Capital made a growth equity investment in Escalon Services.

About New Harbor Capital

New Harbor Capital is an experienced, lower middle-market private equity firm that seeks to partner with growth-minded, founder-owned companies. Based out of Chicago, New Harbor Capital is committed to optimizing the growth potential of its portfolio companies while respecting their long-term visions. The firm was founded on the belief that mutual respect and collaboration lead to successful outcomes. New Harbor recognizes the importance of finding the right partner, and the firm is committed to helping its portfolio companies and their leadership maximize both personal and financial goals. As a strategic partner, New Harbor taps into decades of experience to guide businesses through challenging economic cycles and market conditions. New Harbor Capital has raised over $750M in capital across three funds and focuses on tech-enabled services, healthcare, and education services.