Customer Success Associate

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.

You're the first point of contact for every Laya client. From the moment a new business owner reaches out to the day their returns are filed, you're the person making sure nothing falls through the cracks. You manage client intake, coordinate document collection, track every engagement through our systems, and keep clients informed at every step of the accounting and tax process.

This is not a back-office role. You'll be in direct contact with US business owners daily — via email, chat, and video — guiding them through what they need to provide, what's happening with their accounts, and what comes next. You're the connective tissue between Laya's clients and our accounting team.

Success in this role means every client feels taken care of, every deadline is tracked and met, every document request goes out on time, and the accounting team never has to chase information because you've already handled it.

• Own the full client intake process — from initial inquiry through onboarding, ensuring all engagement documents, access credentials, and client information are collected and organized before work begins.
• Serve as the primary point of contact for clients throughout the accounting and tax cycle, providing status updates, answering process questions, and setting expectations on timelines.
• Coordinate document collection for monthly accounting closes, tax preparation, and payroll setup — following up proactively so the accounting team always has what they need on time.
• Manage client workflows in Notion, Trello or Laya's Home Base, keeping every engagement tracked, every task assigned, and every deadline visible to the team.
• Draft and send clear, professional client communications — emails, reminders, checklists, and status updates — that reflect Laya's standard of service.
• Maintain client records and files in Google Workspace with consistent naming, folder structure, and version control across all engagements.
• Flag at-risk deadlines, unresponsive clients, or missing documents to leadership before they become problems.

• English communication at C2 proficiency level (CEFR) — written and verbal. You will communicate directly with US business owners daily. This is non-negotiable.
• Exceptional organizational skills. You manage multiple clients, multiple deadlines, and multiple workflows simultaneously without dropping anything.
• 2+ years of experience in client coordination, client success, executive assistance, or operations support — preferably in a US-facing remote role.
• Strong email communication skills — you write clear, professional, well-structured messages that clients actually read and respond to.
• Proficiency with Notion, Trello, or similar project management tools. You don't just use them — you keep them organized for the whole team.
• Working knowledge of Google Workspace (Gmail, Drive, Sheets, Docs, Calendar) as your daily operating system.
• Comfort working US Eastern Time hours (9:00 AM – 5:00 PM EST).
• Reliable high-speed internet and a professional remote work setup.
• Familiarity with the accounting or tax industry — you don't need to be an accountant, but understanding the basics of what clients go through during tax season, what a monthly close is, and what documents matter will set you apart.
• Experience with AI productivity tools (ChatGPT, Claude, or similar) is a plus.

$1550 - $1750 per month