About the JobWe are seeking a detail-oriented, empathetic, and customer-focused Customer Success Associate to support small and medium-sized US businesses through high-quality bookkeeping and proactive client care.This role blends technical bookkeeping expertise with strong customer communication. You will manage a portfolio of clients, maintain accurate financial records using cash-based accounting, and serve as a trusted point of contact for business owners.You’ll grow your range quickly by supporting a portfolio of 60–80+ small business clients across industries and tools, with structured playbooks and close coaching to help you succeed.This is a full-time role (40 hours per week, Monday–Friday) aligned with North American business hours, with flexibility between PST and EST schedules.About the RoleYou will own end-to-end bookkeeping for an assigned portfolio while delivering a proactive, high-touch client experience.This is not a passive bookkeeping position. Success in this role requires:Consistent client follow-upClear and empathetic communicationOwnership of deliverablesProactive problem-solvingCollaboration with internal teams to improve systems and processesYou will be expected to take initiative in pursuing documentation, clarifying discrepancies, and ensuring clients stay current with their financials.What You’ll DoBookkeeping & Portfolio ManagementCollect and manage client financial dataCategorize transactions and reconcile accounts accuratelyMaintain general ledgers and ensure data completenessAdjust accounts as needed to resolve discrepanciesConduct monthly reviews to ensure financial records are accurate and up to dateFinalize bookkeeping to produce reliable monthly financialsMaintain clean, organized client data for cross-team visibilityClient Communication & Account OwnershipServe as the primary point of contact for your assigned clientsCommunicate via phone, email, and in-app messagingRespond to daily inquiries and resolve bookkeeping issuesProactively follow up to collect required documentationGuide clients through financial reports and processesBuild strong, trust-based relationships with small business ownersThis role requires consistent outreach — clients are busy business owners, and proactive engagement is essential to ensure bookkeeping completion.Problem Solving & Quality ControlIdentify potential issues in financial records and recommend solutionsEnsure compliance with bookkeeping standards and internal processesTake full ownership of account accuracy and client satisfactionProvide thoughtful recommendations to optimize client bookkeeping workflowsCollaboration & Continuous ImprovementWork closely with your Team Lead to review portfolio progressShare feedback to improve internal systems and service deliveryCollaborate with internal teams to enhance the customer experienceContribute ideas to improve operational efficiency and product developmentTools & Systems You’ll UseCloud-based bookkeeping software (e.g., QuickBooks, Xero)Internal bookkeeping platform and client appSalesforce (CRM)Slack (communication)Confluence or internal knowledge basePhone, email, and messaging tools for client communicationWhat You’ll Bring2+ years of customer-facing experience, preferably supporting small to medium-sized US businessesStrong written and verbal English communication skillsFamiliarity with bookkeeping software (QuickBooks, Xero, or similar)Understanding of accounting principles and financial reporting basicsStrong attention to detail and accuracyAbility to manage multiple clients and priorities simultaneouslyProactive mindset and ownership mentalityComfort working North American business hoursNice-to-HaveUS bookkeeping or tax filing experienceExperience working with cash-based accountingDegree in Accounting, Finance, or related field (or equivalent experience)What Success Looks LikeClient portfolios remain current and accurateMonthly bookkeeping is completed consistently and on timeClients feel supported, informed, and confident in their financialsDocumentation is clean, organized, and review-readyYou proactively pursue missing information and prevent bottlenecksYou contribute feedback to improve internal systems and processesCompensation & PerksUSD monthly compensation, competitive to market, based on experience & location.Permanent WFH with company-provided equipment (laptop, monitor, accessories) and required specs20 days PTO annually + Canadian Statutory HolidaysExposure to diverse U.S. industries and modern bookkeeping stacks; tight feedback loops and documented methods.Contract Status & ExclusivityFull-time independent contractor based in South Africa. Exclusive commitment required—no part-time or freelance engagements after hire. Conflict-of-interest checks may apply.How We WorkOwnership: Clear expectations with accountabilityProactivity: We pursue solutions, not wait for problemsCollaboration: Open communication across teamsContinuous Improvement: Feedback-driven growth

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Customer Success Associate - South Africa

Emma

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Jordan Sublette

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www.cloudaccountantstaffing.com/

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