Lead Client Success Manager

Bright!Tax

18h•Remote

About The Position

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. For most of our clients, their Client Success Manager is 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. 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. 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.

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.

Nice To Haves

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.

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.