Lead Client Success Manager
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Job Description
Lead Client Success Manager at Bright!Tax managing a team of CSMs and client portfolios. Responsible for client retention, team development, and onboarding new team members in a remote environment.
Responsibilities:
- Lead a pod of 4–5 CSMs — regular 1:1s, coaching, development conversations, and day-to-day support that helps each person grow toward full independence.
- Own your pod's performance — Client retention, CSAT, Revenue and each CSM's progress.
- Report on it regularly, flagging what's working and what needs attention before it becomes a problem.
- Carry a focused personal portfolio — a reduced book of your own, managed to the same high standard you coach your team to.
- Be the first escalation point — resolve complex or sensitive client situations within the pod before they need to go further.
- Onboard and develop new CSMs — give new joiners a warm, structured start and a clear path to confidence.
- Partner with the Director — on capacity, process improvements, and the patterns you see across your pod.
Requirements:
- Four or more years in client success, account management, or client-facing delivery — ideally in a service, professional-services, or finance environment.
- Experience leading, coaching, or mentoring others — whether as a formal manager or a strong informal leader ready to step into the role.
- A track record of keeping clients and growing relationships, with a real sense of ownership over retention.
- Excellent written communication and genuine warmth — you make people feel looked after in every interaction.
- Comfort working with a CRM (we use HubSpot) and using data to stay ahead of client needs.
- Calm, organized, and dependable through busy seasonal peaks.
- Thrives in a remote, distributed team and works well across time zones and cultures.
- Familiarity with US expat or cross-border tax — or a genuine willingness to learn it deeply.
- Experience in a remote-first, globally distributed company.
- A second language.
Benefits:
- Fully remote, flexible work — we care about the outcome and your wellbeing, not where or exactly when you work.
- Purpose and people — a warm, values-led team that takes the work seriously and each other kindly.
- Growth — real investment in your development, including our internal learning programs.
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