What are the responsibilities and job description for the Director of Client Success position at All In One Accounting?
About Us
7-time winner of the 50 Fastest Growing Companies in the Twin Cities, All In One Accounting is the strategic accounting team for mission-driven nonprofits and growth-minded entrepreneurs.
All In One Accounting’s thorough and comprehensive set of services move our clients from financial chaos to business clarity and beyond.
Simply said, our mission is to empower entrepreneurs to profitably Grow their business, equip them to Protect their assets, and enable nonprofits to Amplify their impact.
Job Description
As a Director, Client Success, you’ll play a pivotal role in ensuring our small business and nonprofits clients are supported through their entire journey with us. This newly created role will build relationships with our clients, develop strategies to retain them, and engage them to ensure they feel we have a true partnership with their business or organization
Key Responsibilities
- Client Relationship Management:
o Serve as a strategic point of contact for client relationships
o Manage client relationships through transitions and other changes
o Proactively identify and mitigate potential risks to client relationships
o Collaborate with internal teams to ensure service delivery exceeds expectations
- Account Development:
o Develop and implement retention strategies
o Collaborate with Business Development and Marketing to identify opportunities for service expansion and upselling
o Monitor client satisfaction through regular check-ins and Net Promotor Score (NPS) tracking; conducting more frequent check-ins as needed for at risk clients
- Communication and Engagement:
o Facilitate client onboarding process
o Conduct regular client communication via various channels (in-person, phone, video conference)
o Update and maintain account and contact information in CRM system (Hubspot)
o Gather, analyze, and integrate client feedback into continuous service improvements
- Strategic Initiatives:
o Develop and maintain client appreciation programs
o Identify potential case study and testimonial opportunities
o Align account management strategies with marketing campaigns and business development goals
o Implement systematic approaches to strengthen client relationships
- Partnership Network and Referral Program
o Manage referral network partnerships across financial services, risk management, and business growth
o Build and maintain partner relationships through regular communication and performance tracking
o Oversee partner tracking and data management in HubSpot CRM
o Evaluate and vet potential partners using established quality criteria
o Process referral requests and match clients with appropriate partners
o Review partner performance and maintain tier structure program
o Analyze program metrics and implement improvements based on data
Professional Experience/Qualifications
· A love of small businesses and nonprofits and desire to work with them
· 5-7 years of experience in client success, account management, or similar customer-facing role
· Proven track record of client retention and relationship building
· Strong communication and interpersonal skills
· Proficiency in CRM systems (HubSpot experience preferred)
· Ability to analyze client data and develop strategic insights
· Advanced knowledge of client relationship management techniques
· Expertise in using data analytics for client satisfaction tracking
· Familiarity with survey tools and feedback collection methods
Education
- Bachelor’s degree in Business, Finance, or other related field
Why -- the All In One Accounting Benefits
All In One Accounting offers all our positions as either full or part-time with a mix of client interaction and internal team comradery. We strive to meet team members where they’re at – so our roles vary between onsite and fully remote.
Our company has been built by a team who likes to have fun, respects each other, and works extremely hard to do right by each other and our clients. We work with many entrepreneurial companies who at times may be challenging, but the greatest compliment is that our work has literally changed their business and their lives.
Our five core values of Commitment, Foresight, Relationships, Tenacity, and Teamwork are at the core of everything we do. We’ve created an environment of growth and are excited to see your talents!
Compensation
· Salary Range – $80,000 - $90,000
Benefits
· Medical, dental, vision, and a variety of supplemental options including 401K, life insurance, long and short term disability, accident, hospitalization, critical illness, HSA, FSA, and dependent care.
· Bonus Eligibility: Up to 10% of base salary
All In One Accounting provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Salary : $80,000 - $90,000
