Customer Success Manager

Summary

Join Burkland Associates as a Customer Success Manager and play a pivotal role in driving customer success within our Bookkeeping and Accounting division. You will lead onboarding for ASP clients, manage client relationships, collaborate with cross-functional teams, and contribute to the development of CSM best practices. This remote-first position offers a flexible work schedule and a comprehensive benefits package, including health insurance, paid time off, 401k matching, and a home office expense reimbursement. The ideal candidate possesses proven experience in customer success management, strong organizational and communication skills, and a willingness to travel occasionally. Burkland is committed to fostering a diverse and inclusive workplace.

Requirements

• Proven experience in customer success management or relationship management, ideally within an accounting or financial services setting
• Strong organizational skills with the ability to manage multiple priorities and client relationships
• Exceptional interpersonal and communication skills, with a focus on cultural sensitivity and collaboration
• Willingness to travel to Sri Lanka as required to work with our Sri Lankan staff (estimated 1-2x per year.)

Responsibilities

• Lead onboarding for Accounting Starter Package (ASP) clients
• Own the ASP onboarding journey, ensuring clients are set up with appropriate systems, and communications
• Act as the primary Customer Success Manager for clients enrolled in the ASP and select additional clients as assigned
• Monitor and manage client relationships to ensure success, with a focus on transitioning eligible clients to the Standard Accounting Model
• Collaborate with Division Leads of involved Client Service Teams, while maintaining a strategic role in client engagement, including monthly updates to each Division Lead on Customer Success Management (CSM) CSM efforts that involved their direct reports
• Evaluate and adapt CSM involvement as ASP clients graduate to BKA services
• Monitor and report to BKA Management and Leadership ASP client contracts, including accountability for flagging when a contract is up for renewal, graduation to full price service offerings, or is in need of any other price evaluation or service addition
• Proactively check in with clients to anticipate needs, resolve issues, and collect feedback on service quality and impact
• Contribute to the creation of the “CSM playbook,” as well as documentation on CSM best practices and workflows to improve consistency across client experiences

Preferred Qualifications

• Background in accounting or financial services
• Familiarity with pricing strategies and service delivery models

Benefits

• Flexible work schedule to promote a healthy work-life balance
• Medical, Dental & Vision Insurance for you and your dependents
• Short & Long Term Disability Insurance to support you when you need it the most
• Flexible PTO - Take time off from work when you need it
• 401k with a company match to ensure you are ready for retirement
• A generous home office expense reimbursement so you have the office you need to be productive
• Forget the commute! We're a remote-first workplace, so you can work from your home office or from the beach, if you’d like!