Customer Success Manager

100% Remote · Full-Time Independent Contractor Imagine every new client feeling confident from day one, and every long-term client feeling heard. That’s this role. 01 | ABOUT THE ROLE You’ll be the trusted voice our clients hear from at CAS, supporting growing US accounting firms and businesses as they build remote finance teams with us. You own the relationship from the first onboarding call through long-term growth, driving both satisfaction and clarity. This is a full-time independent contractor role with exclusivity. No other engagements after hire. You see client success as a system: smooth onboarding, proactive check-ins, and feedback that makes the service better. If you like turning first impressions into lasting partnerships, welcome. The ideal candidate - You’ve supported clients in a customer-facing role and can start with minimal supervision - You balance warmth with structure: you know when to pick up the phone and when to document the process - You enjoy creating order (guides, templates, playbooks) and spotting problems before clients do - You’re tech-curious and look for ways to simplify routine work - You build trust through consistent follow-through, transparency, and simple explanations 02 | WHAT YOU’LL OWN Onboarding Every client’s first impression is yours to shape. - Lead onboarding calls and walk new clients through how working with CAS works - Coordinate setup between clients, our placement team, and newly placed team members so everyone starts strong - Flag early risks that could slow a client’s success and escalate them quickly Relationships and Growth Strong partnerships don’t happen by accident. - Check in proactively, answer questions promptly, and spot gaps before they become problems - Run regular reviews, trainings, and Q&A sessions over video calls - Create simple guides, templates, and email sequences that help clients get more value - Identify opportunities to expand each client’s team and support them as they grow Process and Systems Build the playbooks. Make good service repeatable. - Gather client feedback and share it with leadership to improve our service - Document best practices and reusable engagement templates - Improve internal workflows and support team projects as they come up 03 | WHAT YOU’LL BRING - 2 to 3 years in a customer-facing role such as customer success, account management, or client services - Clear written and spoken English, with the ability to explain complex ideas simply - Strong attention to detail and a client-first mindset - Interest in process improvement, documentation, and operational efficiency - Familiarity with tools like Slack, Notion, HubSpot, or Salesforce - Ownership mentality: organized, responsive, and able to manage multiple clients without dropping the ball - Comfortable working US business hours (or overlap) from home Preferred (nice to have): - Accounting or finance exposure, or genuine curiosity about the space - Experience creating training content such as guides, videos, or email sequences 04 | HOW WE WORK - Quality: Documented processes, clear review notes, and follow-ups are part of every engagement - Security: Best practices for data privacy, MFA, and least-privilege access, always - Collaboration: Slack and Zoom check-ins, shared task boards, and predictable review cycles 05 | WHY CAS IS DIFFERENT We are not a gig platform. We are not a freelance marketplace. We are not short-term staffing. We invest in professionals who want to build a real career serving US clients. At CAS, you get: - Permanent remote work, done right - Full company equipment provided (laptop, monitor, accessories) - 15 days PTO annually plus local holidays off - Guaranteed annual increases - Referral rewards up to $1,000 - Monthly flexible stipend (CAS Flex Perks) - Structured onboarding and support - A culture that actually shows up 06 | CONTRACT AND EXCLUSIVITY This is an independent contractor engagement. Full-time exclusivity is required: candidates must not hold other part-time or freelance engagements once hired. Conflict-of-interest checks may apply. Ready to take the next step? Your next big career move starts here. https://jobs.ashbyhq.com/double/c830e1da-e754-4408-963b-8664a59ff402