Customer Success Manager

Sensiba is always looking for top talent to add to our integrated team. We have an exciting opportunity for a Customer Success Manager to join our Revenue Operations team. If you're looking for an organization that offers an inclusive environment, uses business as a force for good, and supports you and your family with flexible work options and attractive benefits, take the first step toward joining the Sensiba team!

Named a Top 100 Accounting Firm and Top Workplace USA, we're recognized for exceptional employee engagement and dedication in helping our clients solve problems, navigate complexity, and build a foundation for sustainable growth.

In 2018, we became a certified B Corporation (B Corp ). The B Corp certification distinguishes companies that use the power of business to solve social and environmental problems. It helps us better assess how our core values align with our daily operations and identify where we can improve.

Summary:

Are you a proactive, organized, and adept communicator? Join our Customer Success team for a pivotal role, where attention to detail is crucial. We seek someone skilled in staying ahead of workloads, identifying proactive process improvements, and fearlessly engaging with customers and leadership. Collaborate with sales, marketing, customer success, and our audit team to ensure seamless processes align with firm objectives. Flourish in an environment valuing your contributions and fostering professional growth. Experience in Accounting Services, Tax, Audit, GRC, Consulting, or related fields is a plus.

Responsibilities:

• Manage Post-Sales Processes:
  • Perform and meticulously track new client onboarding, including scheduling and overseeing project kickoffs.
  • Respond to client inquiries and manage closeout calls, ensuring a seamless transition to the next engagement.
  • Send timely renewal reminders and draft statements of work, tracking their lifecycle and following up with customers for unsigned documents.
  • Conduct end-of-project closeout calls, soliciting feedback, documenting details, and maintaining follow-up relationships through to the next engagement.
• Customer Service, Engagement, and Expansion:
  • Receive and respond to customer inquiries or issues, proactively following up on deliverables for and from our customers.
  • Follow up on billing invoices to ensure customers receive timely deliverables.
  • Proactively solicit and follow up on testimonials, reviews, and referrals.
  • Identify and position additional firm service offerings aligning with client initiatives.
• Project Management:
  • Work closely with administrative and audit staff in our project management solution (Monday.com) to oversee project status throughout its lifecycle.
  • Manage recurring project timelines and customer contact for re-engagement (renewals).
• Data Management, Communication, and Reporting:
  • Update and maintain Salesforce.com and Monday.com for accurate and up-to-date information.
  • Provide timely account and project status reports to internal management and customers.
  • Communicate effectively with customers via email, phone, and web-based conferences.
• Vendor Partner Relationships:
  • Develop and maintain close relationships with CSM peers on our related Partner teams, ensuring seamless service for shared customers.

Requirements:

• Minimum two years of customer success experience with a focus on continuous improvement.
• Experience in Accounting Services, Tax, Audit, GRC, Consulting or related fields is a plus.
• Enthusiastic team player with strong communication skills, adept at multitasking and daily reprioritization.
• Proven organizational and risk assessment abilities in a customer-facing environment.
• Experience driving initiatives for improved customer satisfaction.
• Background in risk assurance or professional services is advantageous.
• Familiarity with tools such as Monday.com, Box, CongaSign, and Salesforce is a plus.
• Adaptable to a fast-paced work environment, showcasing solid problem-solving skills.
• Self-confident, self-motivated, and proficient in common office software tools.
• Comprehensive understanding of delivering exceptional client service in a recurring revenue business model.

There are many reasons to join the Sensiba team: generous benefits, competitive compensation, professional advancement opportunities, and above all - our people. If you're looking for an environment that offers you growth, success, and professionalism without compromising your family, passions, and life outside of work, apply today!

Sensiba has a robust offering of benefits, including:

• Medical, dental, vision
• Generous PTO plan and paid sick time
• Flexible work arrangements
• 401K with company match
• Discretionary performance bonus
• Business referral incentive pay
• Sabbatical leave
• 11 paid holidays

For individuals based in San Francisco, consistent with the SF Fair Chance Ordinance, an arrest and conviction record will not automatically disqualify a qualified applicant from consideration.

For individuals who would be working within the City of Los Angeles, Sensiba will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

Sensiba LLP is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

Sensiba LLP complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at talent@sensiba.com.

Certain states require employers to disclose the pay range in job postings. This position may be eligible for an annual discretionary bonus. For more information about our benefit offerings and other total rewards, contact our human resources team.

Compensation Range: $85,000.00 - $125,000.00 per year

*Compensation may vary based on skills, role, and location*