Lead Client Success Specialist

ABOUT THE ROLE
The Lead Client Success Specialist ensures clients move smoothly through onboarding, stay on track with required tasks, understand each step of their bookkeeping/tax process, and feel guided throughout their engagement with the firm.
This role supplements the Project Manager by handling all client-facing communication, client education, gentle task chasing, deadline preparation, and coordination of calls and bookings with the Lead Financial Consultant. You are the “client guide” — keeping them accountable, informed, and supported so the CEO and PM can focus on strategic work and internal operations.

CORE RESPONSIBILITIES

Client Onboarding
- Guide new clients through all onboarding steps using templates/scripts.
- Explain required documents and next steps clearly and simply.
- Track client readiness and update the Project Manager.
- Ensure all documents, signatures, and tasks are submitted on time.

Client Management & Task Follow-Up
- Proactively follow up on missing documents, overdue tasks, or unanswered messages.
- Maintain a clean client status log and escalate delays to the PM.
- Clarify expectations and deadlines to keep clients moving forward.

Communication
- Respond to client questions in Slack and TaxDome using approved materials.
- Provide updates on deadlines, deliverables, and next steps.
- Flag only complex issues to the PM or CEO.

Scheduling
- Schedule onboarding calls, data collection calls, and consultation calls.
- Send reminders and prepare clients for each call (what to bring, what to expect).
- Coordinate reschedules and maintain clean calendars.

Support the PM & CEO
- Notify PM when clients complete onboarding tasks.
- Update project stages, client portals, and Google Drive folders.
- Reduce interruptions by handling 80–90% of client-facing admin.

Success Metrics
- Onboarding completed within target timelines
- Reduction in CEO involvement in client follow-ups
- On-time client document submissions
- Fast response time to client inquiries
- Lower workflow delays caused by missing information

REQUIREMENTS
- Strong written and verbal English
- Excellent customer service and communication skills
- Project management & coordination experience
- Highly organized and detail-oriented
- Comfortable with Slack, Google Workspace, TaxDome (training provided)
- Prior VA experience in a service, agency, accounting, or legal firm is a plus

HOURS
- Full-time (35–40 hrs/week)