Client Success Manager (CSM)

Location: Reno, NV (Onsite)
Reports To: Director of Operations

Role Summary

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.

Key Responsibilities

Client Success Manager

Client Intake & Onboarding

• 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

Workflow & System Coordination

• 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”

Client Relationship Management

• 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
  • Follow-ups on inactive or stalled clients

Billing & Engagement Support

• 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

Communication & Troubleshooting

• 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

Tools & Systems

• HubSpot CRM
• CCH Axcess
• DocuSign
• Ignition
• Microsoft Outlook (calendar + communication management)

What Success Looks Like

• Every lead receives a timely and professional response
• No signed engagement letter sits unassigned or untouched
• Clients move seamlessly from inquiry ? onboarding ? active work
• Billing and signatures are completed without delays
• Managers and Principals have clear visibility into client status
• Clients feel known, supported, and proactively served

Growth Opportunity

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

Key Skills & Qualifications

• 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