Lead Client Success Manager

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    "datePosted": "2026-06-18",
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    "description": "<p><span style=\"color: rgb(27, 68, 23); font-size: 14pt; font-weight: bold\">Lead Client Success Manager</span></p>\n<p><span style=\"color: rgb(131, 132, 132); font-size: 10pt\">Remote · Full-time · Client Success team</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(84, 85, 85); font-size: 10pt\">Behind every American living abroad is a story worth telling — a move for love, a leap into adventure, the freedom of a life built on your own terms. At Bright!Tax, we handle the complexity of US expat tax with precision and care so our clients can focus on that story, not their filing obligations. We are a fully remote, globally distributed team, and the way we work reflects exactly what we deliver to clients: kindness, ease, and expertise.</span></p>\n<p><span style=\"color: rgb(84, 85, 85); font-size: 10pt\">For most of our clients, their Client Success Manager </span><span style=\"color: rgb(84, 85, 85); font-size: 10pt; font-style: italic\">is</span><span style=\"color: rgb(84, 85, 85); font-size: 10pt\"> Bright!Tax — the person who knows them, keeps them informed, and turns a stressful annual obligation into something calm and handled. The Lead Client Success Manager makes sure that experience holds true across a whole team.</span></p>\n<p><span style=\"color: rgb(8, 95, 43); font-size: 10pt; font-weight: bold\"><br>About the role</span></p>\n<p><br><br></p>\n<p><span style=\"color: rgb(84, 85, 85); font-size: 10pt\">This is a player-coach role. You will lead a small pod of four to five Client Success Managers — coaching them, developing them, and owning your pod’s client retention and satisfaction — while carrying a focused personal portfolio of your own so you stay close to the work and lead by example. It is the bridge between frontline client care and the leadership of the function, reporting to the Director of Client Success.</span></p>\n<p><span style=\"color: rgb(84, 85, 85); font-size: 10pt\">You are not stepping back from clients to manage from a distance. You are the person your team turns to first, the calm hand on the hardest situations, and a working example of what great looks like.</span></p>\n<p><br><br></p>\n<p><span style=\"color: rgb(8, 95, 43); font-size: 10pt; font-weight: bold\">What you’ll do<br><br></span></p>\n<ul>\n<li><span style=\"color: rgb(84, 85, 85); font-size: 10pt; font-weight: bold\">Lead a pod of 4–5 CSMs — </span><span style=\"color: rgb(84, 85, 85); font-size: 10pt\">regular 1:1s, coaching, development conversations, and day-to-day support that helps each person grow toward full independence.</span></li>\n<li><span style=\"color: rgb(84, 85, 85); font-size: 10pt; font-weight: bold\">Own  your pod's performance — </span><span style=\"color: rgb(84, 85, 85); font-size: 10pt\">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</span></li>\n<li><span style=\"color: rgb(84, 85, 85); font-size: 10pt; font-weight: bold\">Carry a focused personal portfolio — </span><span style=\"color: rgb(84, 85, 85); font-size: 10pt\">a reduced book of your own, managed to the same high standard you coach your team to.</span></li>\n<li><span style=\"color: rgb(84, 85, 85); font-size: 10pt; font-weight: bold\">Be the first escalation point — </span><span style=\"color: rgb(84, 85, 85); font-size: 10pt\">resolve complex or sensitive client situations within the pod before they need to go further.</span></li>\n<li><span style=\"color: rgb(84, 85, 85); font-size: 10pt; font-weight: bold\">Onboard and develop new CSMs — </span><span style=\"color: rgb(84, 85, 85); font-size: 10pt\">give new joiners a warm, structured start and a clear path to confidence.</span></li>\n<li><span style=\"color: rgb(84, 85, 85); font-size: 10pt; font-weight: bold\">Partner with the Director — </span><span style=\"color: rgb(84, 85, 85); font-size: 10pt\">on capacity, process improvements, and the patterns you see across your pod.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"color: rgb(8, 95, 43); font-size: 10pt; font-weight: bold\">What success looks like</span></p>\n<p><br><br></p>\n<p><span style=\"color: rgb(84, 85, 85); font-size: 10pt\">Your clients renew because they feel genuinely known and well looked after. Your CSMs are growing, ramping on schedule, and reaching out to you — not the Director — when they need help. Problems surface early and get solved calmly. The people on your team would tell you it’s the best-supported they’ve felt at work.</span></p>\n<p><br><br></p>\n<p><span style=\"color: rgb(8, 95, 43); font-size: 10pt; font-weight: bold\">What we’re looking for</span></p>\n<p><br><br></p>\n<ul>\n<li><span style=\"color: rgb(84, 85, 85); font-size: 10pt\">Four or more years in client success, account management, or client-facing delivery — ideally in a service, professional-services, or finance environment.</span></li>\n<li><span style=\"color: rgb(84, 85, 85); font-size: 10pt\">Experience leading, coaching, or mentoring others — whether as a formal manager or a strong informal leader ready to step into the role.</span></li>\n<li><span style=\"color: rgb(84, 85, 85); font-size: 10pt\">A track record of keeping clients and growing relationships, with a real sense of ownership over retention.</span></li>\n<li><span style=\"color: rgb(84, 85, 85); font-size: 10pt\">Excellent written communication and genuine warmth — you make people feel looked after in every interaction.</span></li>\n<li><span style=\"color: rgb(84, 85, 85); font-size: 10pt\">Comfort working with a CRM (we use HubSpot) and using data to stay ahead of client needs.</span></li>\n<li><span style=\"color: rgb(84, 85, 85); font-size: 10pt\">Calm, organized, and dependable through busy seasonal peaks.</span></li>\n<li><span style=\"color: rgb(84, 85, 85); font-size: 10pt\">Thrives in a remote, distributed team and works well across time zones and cultures.</span></li>\n</ul>\n<p><span style=\"color: rgb(8, 95, 43); font-size: 10pt; font-weight: bold\">Nice to have</span></p>\n<p><br><br></p>\n<ul>\n<li><span style=\"color: rgb(84, 85, 85); font-size: 10pt\">Familiarity with US expat or cross-border tax — or a genuine willingness to learn it deeply.</span></li>\n<li><span style=\"color: rgb(84, 85, 85); font-size: 10pt\">Experience in a remote-first, globally distributed company.</span></li>\n<li><span style=\"color: rgb(84, 85, 85); font-size: 10pt\">A second language.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"color: rgb(8, 95, 43); font-size: 10pt; font-weight: bold\">What we offer</span></p>\n<p><br><br></p>\n<ul>\n<li><span style=\"color: rgb(84, 85, 85); font-size: 10pt; font-weight: bold\">Fully remote, flexible work — </span><span style=\"color: rgb(84, 85, 85); font-size: 10pt\">we care about the outcome and your wellbeing, not where or exactly when you work.</span></li>\n<li><span style=\"color: rgb(84, 85, 85); font-size: 10pt; font-weight: bold\">Purpose and people — </span><span style=\"color: rgb(84, 85, 85); font-size: 10pt\">a warm, values-led team that takes the work seriously and each other kindly.</span></li>\n<li><span style=\"color: rgb(84, 85, 85); font-size: 10pt; font-weight: bold\">Growth — </span><span style=\"color: rgb(84, 85, 85); font-size: 10pt\">real investment in your development, including our internal learning programs.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"color: rgb(8, 95, 43); font-size: 10pt; font-weight: bold\">How to apply</span></p>\n<p><br><br></p>\n<p><span style=\"color: rgb(84, 85, 85); font-size: 10pt\">If this sounds like you, we’d love to hear from you. Tell us a little about your story and why this role fits it — a short note alongside your CV goes a long way with us.</span></p>\n<p><br><br></p>\n<p><span style=\"color: rgb(131, 132, 132); font-size: 8pt; font-style: italic\">Bright!Tax is proud to be a globally distributed, equal-opportunity employer. We welcome applicants of every background, and we hire for values and talent — not location.</span></p>",
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