We’re excited to welcome Olivia Neubauer, one of our newest Customer Success Managers and a seasoned CPA. With her deep accounting background and passion for client enablement, Olivia is uniquely positioned to help firms unlock the full potential of the Aiwyn platform. In this feature, she shares how her dual lens of technical acumen and empathetic support drives meaningful outcomes for customers, and what she’s learned as she steps into this pivotal role.
Q: You’re a CPA by training. What inspired you to make the move into customer success?
I’ve always had a strong interest in numbers and problem-solving, which naturally led me to obtain my CPA license and begin my career in public accounting. I enjoyed digging into financials and analyzing trends. However, early on I discovered that the most fulfilling part of the job wasn’t the technical work, it was the people. I loved having in-depth conversations with clients about their businesses – what was working, what wasn’t, and how we could help make their lives easier.
That interest led me from public accounting to private company valuations, and ultimately into customer success. I’ve stayed in CS the longest because it aligns so well with what I value most: being a trusted advocate for clients. As a CSM, my role is entirely centered on helping clients succeed and that’s what motivates me every day.
Q: What surprised you most about joining the tech side of the profession?
What surprised me most was just how much opportunity there still is for innovation in the accounting industry. Coming from the profession, I was aware that many systems used by firms were outdated, but I hadn’t realized just how manual other critical processes, such as billing and sending engagement letters, still were. Joining Aiwyn opened my eyes to how technology can truly transform a firm’s day-to-day and also significantly improve their cash flow. It’s exciting to be part of a team leading that change and helping firms modernize the way they work.
Q: How has your accounting background shaped the way you approach your work with firms?
Understanding customer pain points is one of the most important parts of being a customer success manager. Having worked in the accounting profession, I’ve experienced many of the same challenges our customers face – tight deadlines, long busy seasons, and pressure to deliver. That background gives me empathy and context when supporting firms – it helps me be thoughtful about how and when to engage, as well as how to tailor conversations to what matters most to them.
Q: What role does empathy play in helping firms navigate transformation?
Empathy is everything. When firms are navigating a change that impacts day-to-day workflows, it’s important to acknowledge the disruption and uncertainty that can come with it. I understand how difficult it can be to adopt new tools or processes in the midst of deadlines and client demands. Leading with empathy builds trust and ultimately helps firms feel supported as they move through transformation.
Q: How do you build trust with firms who are undergoing big changes in how they work?
The first step is staying knowledgeable and up to date on our own product in order to be a strategic advisor. The second step is simply being there for the customer – being available when they need us and responding promptly. As a CSM, you’re the quarterback not only for the customer but also internally. It’s our job to coordinate across teams, whether it’s support, product, or onboarding, to make sure the customer has the right resources and answers at every stage. Any big change comes with questions and a need for reassurance, so guiding them through it confidently and empathetically goes a long way in building trust. Once trust is established, that’s when a true long-term partnership can start to grow.
Q: Are there any small changes or best practices you recommend that make a big difference?
I’ve noticed the biggest difference comes when the whole firm is aligned on using the same process for every client. Consistency improves efficiency and makes change management smoother when everyone is on the same page. Firms know their clients and internal workflows better than anyone. When there’s clear communication and alignment across all teams, everything runs more smoothly.
Q: What are you most excited to help customers accomplish over the next few months?
I love seeing the positive impact Aiwyn has on firms’ cash flow through our Payments and Collections product. It’s incredibly rewarding to track those improvements and be able to report tangible results back to my customers. Around this time of year, many firms are also preparing for Engagement Letter season, so I’m excited to help them streamline that process. This goes back to understanding my customers’ line of work in the accounting profession – knowing what metrics matter most and when to track them.
