Customer Success Associate - South Africa at Cas

Location: South Africa (100% Remote) Employment Type: Full-time (exclusive commitment) Compensation: $1,500-$1,600 (commensurate with experience, scope & location) ABOUT THE JOB We 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 ROLE You 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-up - Clear and empathetic communication - Ownership of deliverables - Proactive problem-solving - Collaboration with internal teams to improve systems and processes You will be expected to take initiative in pursuing documentation, clarifying discrepancies, and ensuring clients stay current with their financials. WHAT YOU’LL DO BOOKKEEPING & PORTFOLIO MANAGEMENT - Collect and manage client financial data - Categorize transactions and reconcile accounts accurately - Maintain general ledgers and ensure data completeness - Adjust accounts as needed to resolve discrepancies - Conduct monthly reviews to ensure financial records are accurate and up to date - Finalize bookkeeping to produce reliable monthly financials - Maintain clean, organized client data for cross-team visibility CLIENT COMMUNICATION & ACCOUNT OWNERSHIP - Serve as the primary point of contact for your assigned clients - Communicate via phone, email, and in-app messaging - Respond to daily inquiries and resolve bookkeeping issues - Proactively follow up to collect required documentation - Guide clients through financial reports and processes - Build strong, trust-based relationships with small business owners This role requires consistent outreach — clients are busy business owners, and proactive engagement is essential to ensure bookkeeping completion. PROBLEM SOLVING & QUALITY CONTROL - Identify potential issues in financial records and recommend solutions - Ensure compliance with bookkeeping standards and internal processes - Take full ownership of account accuracy and client satisfaction - Provide thoughtful recommendations to optimize client bookkeeping workflows COLLABORATION & CONTINUOUS IMPROVEMENT - Work closely with your Team Lead to review portfolio progress - Share feedback to improve internal systems and service delivery - Collaborate with internal teams to enhance the customer experience - Contribute ideas to improve operational efficiency and product development TOOLS & SYSTEMS YOU’LL USE - Cloud-based bookkeeping software (e.g., QuickBooks, Xero) - Internal bookkeeping platform and client app - Salesforce (CRM) - Slack (communication) - Confluence or internal knowledge base - Phone, email, and messaging tools for client communication WHAT YOU’LL BRING - 2+ years of customer-facing experience, preferably supporting small to medium-sized US businesses - Strong written and verbal English communication skills - Familiarity with bookkeeping software (QuickBooks, Xero, or similar) - Understanding of accounting principles and financial reporting basics - Strong attention to detail and accuracy - Ability to manage multiple clients and priorities simultaneously - Proactive mindset and ownership mentality - Comfort working North American business hours NICE-TO-HAVE - US bookkeeping or tax filing experience - Experience working with cash-based accounting - Degree in Accounting, Finance, or related field (or equivalent experience) WHAT SUCCESS LOOKS LIKE - Client portfolios remain current and accurate - Monthly bookkeeping is completed consistently and on time - Clients feel supported, informed, and confident in their financials - Documentation is clean, organized, and review-ready - You proactively pursue missing information and prevent bottlenecks - You contribute feedback to improve internal systems and processes Compensation & Perks - USD monthly compensation, competitive to market, based on experience & location. - Permanent WFH with company-provided equipment (laptop, monitor, accessories) and required specs - 20 days PTO annually + Canadian Statutory Holidays - Exposure to diverse U.S. industries and modern bookkeeping stacks; tight feedback loops and documented methods. CONTRACT STATUS & EXCLUSIVITY Full-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 WORK - Ownership: Clear expectations with accountability - Proactivity: We pursue solutions, not wait for problems - Collaboration: Open communication across teams - Continuous Improvement: Feedback-driven growth APPLICATION PROCESS 1. Application & Prescreening 2. Skills & Aptitude Assessment 3. Profile and Pre-interview Preparation 4. Client Interview 5. Employment Offer and Onboarding Ready to take the next step? Your next big career move starts here! Click below to send your application and begin your journey with CAS: