Remote Customer Success Manager

Job Description: Remote Customer Success Manager

Job title: Remote Customer Success Manager

Work Location: Remote | Work at home

Type of employment: Full-Time

Salary offered:

• Base salary for a Full-Time job (40 hours per week): $5,500 - $7,000 per month (depending on experience).

Work schedule: Monday to Friday, 9:00 AM – 5:00 PM (local time alignment required)

Why Work With Us?

Bona Group Inc. is a growing accounting and business advisory firm serving small to medium-sized businesses across Canada. We help our clients make better financial decisions through accurate reporting, clear analysis, and practical advice.

We are looking for a Customer Success Manager who wants to work in a strategic, professional environment where client relationships are the key to growth. You'll work directly with our clients to ensure they get maximum value from our services and achieve their business goals.

If you enjoy building relationships, understanding client needs, and driving results, this is a great opportunity to grow your career in a supportive, client-focused team.

About Us!

Bona Group Inc. is a full-service tax and accounting firm located in Whitby, ON. Since our founding, we've specialized in helping small to medium-sized businesses solve their financial and operational challenges.

Our mission is to provide affordable accounting and advisory services that reduce the administrative burden on business owners, allowing them to focus on their core strengths and business growth. We believe that by handling complex financial processes with a high level of accuracy and professionalism, we enable our clients to improve efficiency and focus on increasing profitability.

We have built a reputation for personal service and reliability in our industry. For each client, we aim to support financial stability and long-term success, helping them achieve or exceed industry performance benchmarks.

Our approach is based on three core principles:

Value

We tailor our services to each client's needs, ensuring they only receive what is necessary and relevant. This allows us to support sustainable growth while avoiding unnecessary costs.

Integrity

We are committed to delivering accurate, timely, and reliable financial information based on our experience and professional standards.

Trust

Trust is built through consistent delivery of value and integrity, leading to long-term relationships and client referrals.

Our team serves the accounting and tax needs of individuals and small to mid-sized businesses. We work closely with clients to understand their goals and provide customized support that helps improve efficiency and financial outcomes.

Our services include tax preparation and planning, bookkeeping, payroll, outsourced controller services, budgeting, cash flow forecasting, and financial reporting. We also provide consulting and support for accounting systems such as QuickBooks®.

We work with clients across a wide range of industries, including professional services, healthcare, construction, retail, hospitality, and other small business sectors.

Job Description

We are looking for a strategic, proactive, and client-focused Remote Customer Success Manager to join our growing team. In this role, you will be responsible for building and maintaining strong relationships with our clients, ensuring they receive maximum value from our services, and driving client retention and growth.

Your primary focus will be on:

• Building and maintaining strong, long-term client relationships
• Understanding client goals and ensuring they achieve them through our services
• Proactively identifying opportunities to expand services
• Driving client retention and satisfaction
• Serving as the voice of the client within the organization

You will work closely with our accounting, tax, and advisory teams to ensure clients receive exceptional service and value. This role is ideal for someone who enjoys building relationships, has strong strategic thinking skills, and wants to build a career in client success within a professional services firm.

Essential Duties:

• Build and maintain strong, long-term client relationships
• Understand client goals and ensure they are achieving them through our services
• Proactively identify opportunities to expand services and drive growth
• Monitor client health metrics and develop retention strategies
• Serve as the primary point of contact for client escalations
• Conduct regular check-ins and business reviews with clients
• Gather client feedback and advocate for client needs within the organization
• Coordinate with accounting, tax, and advisory teams to ensure client success
• Maintain accurate client records and documentation
• Monitor and report on client satisfaction and retention metrics
• Identify opportunities to improve client experience and internal workflows
• Contribute to the development of client success best practices
• Participate in team meetings and training sessions

On a typical day, you'll:

• Review client accounts and identify opportunities for engagement
• Conduct client check-ins and business reviews
• Address client inquiries and escalate issues as needed
• Coordinate with internal teams to ensure client needs are met
• Develop retention strategies and action plans
• Document client interactions and update records
• Participate in team meetings and strategy sessions

Requirements

• Previous experience in customer success, account management, or a related role is strongly preferred
• Excellent written and verbal communication skills in English
• Strong relationship-building and strategic thinking abilities
• Ability to work independently and stay organized in a remote environment
• Comfortable using CRM systems and digital communication tools
• Proficiency in Microsoft Office (Word, Excel, Outlook)
• Professional, proactive, and client-focused mindset
• Reliable internet connection and a dedicated home office space
• Legally eligible to work in Canada

Benefits

• Extended medical and health coverage that includes medical, dental and vision.
• Career advancement opportunities.
• Work-at-Home Opportunity.
• Tuition reimbursement.
• Paid holidays and generous paid time off.

Compensation and bonuses:

We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive. Standard starting compensation is commensurate with experience. Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year. Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy.

The compensation package is as follows:

The total compensation plan for full-time is made up of a monthly fee with monthly, quarterly and annual bonuses totalling approximately $66,000 - $90,000 per year depending on company targets achieved.

Work from home requirements:

• A dedicated, private home office space in your residence.

We will provide our remote employees with equipment essential to their duties, such as laptops, headsets and mobile phones (if applicable). We will install the VPN and software required by the company when the employees receive their equipment. The equipment we provide is owned by the company. The company retains control of the property and reserves the right to monitor company property, even when it is being used at your remote site. Employees must keep it safe and avoid misuse. Company provided equipment is to be used for business purposes only. The remote worker will sign an inventory of all company property received and agree to take appropriate steps to protect the items from damage or theft. In the event of termination of employment, all company property will be returned to the company unless other arrangements have been made.

OTHER INFORMATION:

We are an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, national origin, ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, marital status, or any other legally recognized protected basis under federal, state or local law.

REGARDING COVID-19: As an employer supporting critical Federal, State, Provincial, and Commercial clients, we have taken steps to ensure that we remain operational while taking every precaution possible to prevent the spread of COVID-19 and keep our employees safe. Measures include social distancing for those working on-site, frequent deep cleaning and disinfecting of workstations and common areas, daily contactless temperature checks for those essential employees working on-site and requesting masks to be worn.

HOW TO APPLY?

If you are interested in this position and meet the qualifications, please submit your application using the "Apply Now" button.

We review every application carefully and will contact you if you are selected for the next steps.