Director of Client Success Location:

Morganville, NJ (on-site). Regular travel to the Totowa office.

Hours:

Monday through Friday, 8:30 AM to 5:00 PM, with extended hours during tax season and other peak filing periods.

Compensation:

$95,000 to $115,000 annually, based on experience and qualifications, plus an annual performance bonus of up to 15% of base salary.

ABOUT VFG ADVISORY VFG

Advisory LLC has served privately held businesses, high net worth individuals, family offices, and nonprofit organizations since 2003. We work as our clients' financial partner rather than only as their tax preparer, and we serve more than 1,500 of them across tax, audit, bookkeeping and outsourced accounting, financial planning, and transaction advisory services. In June 2025 we completed a strategic investment from Exonas Capital, in partnership with Avante Capital Partners and Brightwood Capital Advisors, to fund expansion through both organic growth and acquisition. Attest services are delivered through Ansel & Associates CPAs LLP. We are headquartered in Morganville, New Jersey, with an office in Totowa and team members in Tennessee, Pennsylvania, and India.

The work is real:

roughly 3,600 tax returns a year, more than 300 bookkeeping clients, and a growing advisory practice. What we do not yet have is one person who owns how all of that reaches the client.

ABOUT THE ROLE

The Director of Client Success owns how work moves through the firm and how clients experience it. At any point in the year, this is the person who knows which client deliverables are on track, which are at risk, which engagements are running past budget, and which clients have gone quiet. You will report to the Chief Operating Officer alongside our Tax, Audit, TPA, Client Accounting, and Business Development leads. The function does not exist at VFG today, so you are being hired to build it rather than to inherit it. This is a hands-on operating role. You will design the process, run it yourself, and hold others to it. You will not carry direct reporting authority over billable staff, so success depends on creating accountability through visibility, consistency, and credibility with our accountants and partners. You will have direct escalation access to the COO and to department leadership.

WHAT YOU WILL OWN

Client Onboarding and Engagement Setup

• Own the handoff from signed engagement letter to first deliverable for every new client and every new engagement with an existing client.
• Confirm scope, fee structure, retainer, billing method, and deliverable dates are documented and communicated to the client and the assigned team before work begins.
• Assign engagement ownership and load recurring deadlines into the workflow system at setup rather than after the first missed date.
• Partner with business development so that expectations set during the sales process match what the team is scoped and staffed to deliver.
• Run a consistent onboarding sequence across tax, audit, bookkeeping, and advisory, including clients arriving through acquisitions. Workflow, Capacity, and Deadlines
• Maintain one current view of every open client deliverable, its owner, its due date, and its status across all service lines.
• Monitor workload and available capacity, and flag bottlenecks and at-risk deadlines early enough for department leads to reallocate.
• Run the operating cadence: a weekly workflow review with each service line and a daily priority check during peak periods.
• Track outstanding client requests and missing information, and drive the follow-up that keeps work from stalling.
• Own the extension, filing, and reporting calendars, and the escalation path when a date is genuinely at risk. Client Relationships and Escalation
• Serve as a named contact for clients on service, timing, and coordination questions, routing technical matters to the right professional.
• Act as the first escalation point for client concerns and resolve or route them before they reach the partner group.
• Run a check-in rhythm matched to each client's tier and engagement type, and document what you learn.
• Maintain documented backup coverage so that service does not depend on one person being available. Client Health, Tiering, and Retention
• Build the firm's client tiering framework using engagement size, service mix, complexity, responsiveness, and relationship depth.
• Maintain a client health view that flags missed deliverables, unresponsive clients, repeated scope disputes, and billing friction.
• Use tiering to allocate attention deliberately while holding a defined service floor for every client.
• Report client health and retention risk to firm leadership on a set cadence. Budgets, Retainers, and Scope
• Review engagement budgets against actual time and fees, and flag overruns while there is still room to act.
• Conduct retainer reviews at three and six months depending on engagement length and structure.
• Catch scope changes as they happen and coordinate change orders or revised engagement letters with the responsible partner.
• Surface recurring budget and scope problems to leadership with a recommended fix. Systems, Process, and Reporting
• Own the firm's workflow system of record, including job templates, setup standards, adoption, and data integrity.
• Help carry client workflow through our migration from Jetpack Workflow to a NetSuite-based practice ERP, and help shape how client onboarding data flows between HubSpot and the ERP.
• Retire the extension spreadsheets and side lists that hold client status today by moving them into the system of record.
• Build recurring leadership reporting on deliverable status, deadline performance, capacity, budget variance, and client health.
• Document the procedures for the processes you own, keep them current, and cross-train staff on them.

REQUIRED QUALIFICATIONS

• Five or more years in client service, engagement or account management, practice operations, or a comparable coordinating role.
• At least two years inside a professional services firm such as accounting, tax, audit, law, wealth management, insurance, or consulting.
• Demonstrated ownership of a deadline-driven, multi-client workload with accountability for on-time delivery.
• Hands-on use of a workflow or practice management platform such as Jetpack Workflow, Karbon, Canopy, Asana, or similar.
• Comfort discussing fees, budgets, and scope directly with clients.
• Proven ability to create accountability with colleagues who do not report to you.
• Clear, professional writing, since you will draft client updates and leadership reporting regularly.
• Bachelor's degree in business, accounting, operations, or a related field.

PREFERRED QUALIFICATIONS

• Experience inside a CPA firm through a full tax season.
• Experience building a client tiering, client health, or retention process from scratch.
• Participation in a practice management or ERP implementation such as NetSuite, Karbon, or Canopy.
• Familiarity with CCH ProSystem fx, CCH Axcess, or comparable tax workflow tools.
• Experience onboarding clients or staff from an acquired firm.

HOW SUCCESS WILL BE MEASURED

First 90 days

• One system holds a complete and accurate inventory of open engagements, owners, and deadlines.
• Onboarding and engagement setup run to a documented standard.
• A weekly workflow review is operating in every service line.
• A baseline exists for deadline performance, budget variance, and client responsiveness. First year
• Deadline performance is measured and improving against the baseline you set.
• Client tiering and health monitoring are live and reported to leadership monthly.
• Retainer and budget reviews happen on schedule, and scope changes are documented rather than absorbed.
• Client status lives in the system of record instead of in spreadsheets.
• Client losses caused by service failure are identified, tracked, and reduced. WHY VFG
• Base salary of $95,000 to $115,000 plus an annual performance bonus of up to 15%.
• 401(k) with matching, and health, dental, vision, life, and disability insurance.
• Paid time off and Summer Fridays.
• Continuing professional education support and professional dues reimbursement.
• On-site gym and a newly expanded Morganville office.
• A seat you build rather than inherit, reporting directly to the COO.
• A firm actively investing in its systems, with a practice ERP migration underway that you will help shape.
• Direct exposure to complex privately held business, high net worth, and nonprofit clients across every service line.

VFG Advisory LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by federal, state, or local law.

Pay:

$95,000.00 - $115,000.00 per year

Benefits:

401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Education:

Bachelor's (Required)

Experience:

Account management: 5 years (Required)

License/Certification:

CPA (Preferred)

Work Location:

In person