What are the responsibilities and job description for the Director of Customer Success position at Tax Leverage LLC?

Job Description

Director of Customer Success

Are you an exceptional relationship-builder who thrives in a fast-paced, high-performance environment? Do you want to work with a team of A-players, enjoy unlimited time off, and have the freedom of fully remote work? If you're hungry, motivated, great with people, and highly organized, we want to meet you.

Position Summary

As the Director of Customer Success at DiLucci CPA Firm, you will play a key role in building strong client relationships and delivering an exceptional client experience. You will proactively engage with clients to assess their needs, guide them through onboarding, and qualify potential clients to ensure a great fit. By addressing concerns with professionalism and care, you will help resolve conflicts while identifying opportunities to offer tailored services that support client success. Additionally, you will upsell existing clients by recommending value-added services that align with their needs and goals. You will also collaborate with team members to enhance client communication and satisfaction, creating a seamless and positive experience.

About DiLucci CPA Firm

DiLucci CPA Firm is a Dallas-based accounting firm dedicated to empowering individuals and business owners through expert tax, accounting, and tax resolution services. We prioritize long-term client success by delivering high-quality, cost-efficient, and value-driven solutions. Our team is committed to helping clients navigate complex financial matters with confidence, ensuring sustainable growth and financial well-being.

Role Performance Objectives

Engage with clients regularly to assess needs and gather feedback.
Ensure a seamless onboarding process for new clients.
Address client concerns promptly and professionally to enhance retention and trust.
Qualify potential clients to align with the firm’s services.
Identify opportunities to upsell relevant, value-added services.
Maintain a deep understanding of the firm's offerings to provide tailored solutions.
Resolve client concerns effectively to maintain long-term relationships.
Implement strategies to improve client satisfaction and reduce churn.
Collaborate with internal teams to ensure a cohesive client experience.
Track and report key client relations metrics, including retention and satisfaction rates.

Capabilities / Key Competencies

Comfortable in a fast-paced environment.

Quick to learn and adapt to new processes.

Excellent communication skills, both verbal and written.

Strong phone skills with a professional and friendly demeanor.

High energy, positive attitude, and approachable personality.

Comfortable navigating technology and using various client management tools.

Experience

Bachelor’s degree required.

2 years of experience in a client-facing role is required.

Sales experience is a plus.

Perks

Remote Work – Enjoy the option to work remotely.

Unlimited Paid Time Off – Prioritize work-life balance with flexible time off.

Flexible Sick Days – Take the time you need to rest and recover.

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Director of Customer Success

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