Client Success Manager

Client Success Manager

Bright!Tax is a leading U.S. tax provider for Americans living abroad. We help expats navigate the complexities of international tax compliance with empathy, expertise, and excellence. Our globally distributed team is passionate about delivering a high-touch client experience while supporting one another with kindness, accountability, and professionalism. We believe great client service comes from clear communication, strong collaboration, and people who genuinely care about helping others succeed.

Role Overview As a Client Success Manager, you are the primary guide for clients throughout their journey with Bright!Tax. You serve as the main point of contact, ensuring each client feels informed, supported, and confident during what can often be a complex and stressful tax process. This role goes beyond traditional customer service. You create clarity, build trust, and keep projects moving forward by coordinating closely with our internal teams and communicating proactively with clients. You'll work closely with our Tax Team, IRS Communications Team, and Client Success team to shepherd clients through the tax preparation process, ensure deliverables stay on track, and maintain the high service standards Bright!Tax is known for. The ideal candidate is organized, thoughtful, and calm under pressure, someone who enjoys helping people and takes pride in delivering an exceptional client experience.

Key Responsibilities

• Serve as the primary point of contact for a portfolio of clients, building trust through timely, clear, and thoughtful communication.
• Guide clients through each stage of the tax preparation process by explaining next steps, clarifying expectations, and answering general questions.
• Ensure clients feel supported and informed throughout their engagement with Bright!Tax.
• Coordinate between clients and internal teams to ensure documentation is complete and projects stay on track.
• Monitor engagement progress using internal systems such as HubSpot and other workflow tools.
• Proactively identify potential delays or issues and escalate when needed.
• Respond to client questions via email and internal messaging platforms, helping troubleshoot issues or routing inquiries to the appropriate team.
• Help clients navigate the process smoothly by anticipating common questions and providing proactive guidance.
• Ensure each client interaction reflects the Bright!Tax standard of professionalism, empathy, and clarity.
• Contribute to ongoing discussions around improving client workflows, communication practices, and service delivery.
• Help identify opportunities to streamline processes and enhance the overall client experience.

What You Bring

• 2+ years of experience in client services, account management, customer success, or a similar client-facing role
• Exceptional written and verbal English communication skills clear, warm, and professional
• Strong organizational and time-management skills with the ability to manage multiple clients and priorities
• Comfort working in a fully remote environment using digital collaboration tools
• A proactive mindset and a genuine desire to help others

Why Join Bright!Tax

• Work with purpose, helping Americans around the world navigate complex tax requirements
• Join a supportive and collaborative remote team
• Grow within a company that values learning, development, and thoughtful service
• Contribute to a client experience model that prioritizes clarity, trust, and professionalism