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Cynch AI · 3 hours ago

Client Success Specialist

Pleasanton, CA

Full-time

Onsite

Entry, Mid Level

$70K/yr - $90K/yr

2+ years exp

Cynch AI is a rapidly scaling firm focused on modernizing workflows in the accounting industry. They are seeking a Client Success Advocate who will manage client relationships, improve processes, and ensure a high-quality client experience throughout the accounting and tax lifecycle.

Financial ServicesFinTechGenerative AI

Hiring Manager

Richard Sternin

Responsibilities

Serve as the dedicated point of contact for a portfolio of clients, guiding them through onboarding, documentation, tax preparation, and ongoing requests

Set clear expectations around timelines, deliverables, and required actions

Conduct proactive check-ins to assess client satisfaction and identify opportunities to improve their experience

Communicate updates on tax returns, accounting work, and project milestones

Own the movement of client work through our Intake and Delivery pipelines, ensuring deadlines are met and bottlenecks are removed

Coordinate with Accounting, Tax, and internal CS teams to ensure timely resolution of client questions and tasks

Maintain accurate client records, documentation, and status updates within CRM and workflow tools

Generate invoices, process payments, and ensure tax return assembly is completed accurately

Diagnose issues in client workflows, identify root causes, and propose scalable solutions

Address Level 1 escalations quickly and professionally, ensuring clear communication with both internal teams and clients

Identify patterns that signal larger process opportunities and surface recommendations to the CS Leader

Contribute to building standard operating procedures and client experience playbooks

Recommend enhancements to tooling, communication flows, onboarding procedures, or delivery processes

Support continuous improvement initiatives across the CS function as we integrate acquired firms

Collaborate closely with office-based CS staff including Document Specialists and Administrative Assistants

Provide occasional support to peers and cross-functional team members during peak periods

Qualification

Customer SuccessClient Relationship ManagementWorkflow ManagementProcess ImprovementCRM ProficiencyCommunication SkillsOrganizational SkillsAdaptabilityTeam Collaboration