Customer Success Manager - US Clients

Laya is a modern accounting, tax, and advisory firm for businesses that want predictable monthly closes, decision-ready reporting, and a clear path from accounting to tax and advisory. We pair licensed experts with technology we build ourselves, and we run industry-specific playbooks — from startups and agencies to restaurants, retail, and professional services — so our clients' books reflect how their business actually works. We are a distributed team, working across the US, India, Latin America, and the Philippines.

Our product is financial truth, so we hire and retain against four values. They are ordered from least trainable to most trainable, and when two of them collide, the higher one wins.

• Integrity. Always doing the right thing and owning your actions — not situational, and not dependent on whether anyone is watching. The numbers are what the numbers are. Mistakes surface immediately and travel upward, and we own our decisions in writing.
• Talent. The raw ability to reason through a problem you have never seen before and to take on new domains quickly. We hold a high bar and would rather leave a seat open than fill it below that bar — and we owe real development to everyone who clears it.
• Grit. Doing whatever it takes to deliver an outcome you have claimed as yours. Setbacks produce a next step, not an explanation, and the unglamorous work gets the same commitment as the interesting work.
• Expertise. The judgment that comes from having seen the work — many clients, many edge cases, many closes. It ranks last only because it is the one thing we can build here; the first three you bring with you.

How we work follows from that. We define the outcome before the work starts — what "done" means, by when, and who owns it. We turn everything we do repeatedly into written process, because a process that lives in one person's head is a liability, not an asset. And we delight clients through the absence of surprise: reliability, proactivity, and clarity, always inside scope.

Everyone here is measured on the same three dimensions they were hired against — Reasoning, Process, and Communication.

Own the day-to-day relationship with a portfolio of Laya clients, from onboarding and document collection through service updates, billing questions, and accounts-receivable follow-up. You will keep both the client relationship and the next action moving, coordinating closely with our accounting team.

This is a hands-on account management and client success role, including regular payment follow-up and billing resolution. The Manager title describes ownership of client accounts; this role does not include direct reports. It is full-time and remote, based in Buenos Aires, with US Eastern working hours.

Success means clients feel informed and looked after, accounting teams receive what they need on time, and overdue balances have accurate records and a clear next step.

• Be the primary day-to-day contact for your client accounts: onboard clients, set expectations, track commitments, and close the loop on questions.
• Coordinate document collection and accounting handoffs, keeping owners, deadlines, and status current in Laya's Home Base.
• Run timely, respectful AR follow-up by email and calls; document promises to pay and follow through on agreed dates.
• Check invoices against engagement terms, keep billing contacts and terms accurate, and coordinate payment application and reconciliation with finance.
• Own billing questions and disputes through resolution. Verify the facts and involve the right accountant; seek approval for credits, payment arrangements, or write-offs.
• Flag at-risk accounts, overdue balances, missing documents, and service issues early with the facts and a recommended action.
• Improve written playbooks and use tools to reduce missed follow-ups while protecting confidential client and firm information.

• 2+ years in customer success, account management, client operations, AR, billing, or collections, with examples of owning client issues through resolution.
• Clear, confident professional English for daily written and spoken communication with US clients, including sensitive conversations about overdue payments.
• Ability to understand an AR aging, verify an invoice or payment issue, prioritize follow-ups, and distinguish a legitimate dispute from a late payment.
• Strong organization, spreadsheet skills, and comfort with Google Workspace, client workflow tools, and billing platforms such as Stripe or QuickBooks.
• Persistence with good judgment: specific follow-up, early escalation, accurate records, and respectful communication.
• Based in Buenos Aires, with a reliable remote setup and availability for US Eastern working hours. Accounting or tax-services experience is helpful; an accounting qualification is not required.

USD 1,500–2,500 per month. This is a full-time, remote role based in Buenos Aires, supporting US clients.