It’s Time to Introduce Your Accounting Firm's Secret Weapon: The Client Success Manager

One of the most frequent complaints from clients about their experience with their CPA is communication and responsiveness.

Gone are the days of leaving messages in endless voicemails! Emails are filling up our inbox, text message are no longer invasive and response times are difficult to balance between managing relationships and getting the work done. Say hello to the Client Success Manager (CSM) - the clients dedicated point of contact in the modern accounting firm. Create a competitive advantage with your top clients by providing them exceptional service and personalization.

Here's how a CSM empowers you:

• White-glove service: Have a direct line to someone who champions the client needs, offering proactive support and guidance.
• Faster response times: A CSM understands the urgency and ensures timely communication.
• Relationship-driven approach: They get to know the client and their business, tailoring solutions that fuel growth complimented by a personalized touch every step along the way.
• Seamless service integration: Need multiple services from an accounting firm? The CSM acts as the conductor, orchestrating everything harmoniously. When questions come up – they quarterback the team and get the answers the client expects in a timely fashion.

There is and will always be a need for our professionals to be the trusted advisor, bring in clients and nurture relationships.  But in a competitive landscape where time and resources are more constrained than ever before – with little positive outlook over the next decade in adding more talent into the pipeline – a CSM is a very practical and necessary client experience strategy that will have an immediate impact on both your clients and the professionals within the firm.

While many firms are struggling/debating with this concept, I know firms today from $23mm to $250mm+ in revenue embracing this role.

If you are considering this position at your firm…

1. Focus on the top 5-10% of your client base. These are the most critical clients and highest opportunity when it comes to embracing a client-first approach to customer service AND upselling additional services for firm growth.
2. Ideally this person understands the accounting profession. Thy don't need to understand the technical elements, but rather, how firms operate. The CSM must know what services and vertical knowledge are necessary and works well in both quarterbacking from the inside while managing relationships on the outside. This person is NOT intended or expected to bring in new business but has the ability to upsell existing clients.