Client Experience Manager

Crew Finance is an outsourced accounting and finance firm for high-growth startups in Consumer, Tech and SaaS. Our clients are founders with big ambitions and finances that haven't caught up with their growth yet. Most of our client conversations happen in that gap. This role makes sure those conversations go well, and turns them around when they don't. You own Crew's client experience. You know where every relationship stands. You make sure handoffs land, clients hear back on time, and commitments made on Monday still hold on Friday. When something does go sideways, whether it's a frustrated founder, a fee dispute or scope creep, you're the one who picks it up, sorts it out and makes sure it doesn't happen again. You also keep watch on the commercial side: which accounts are priced right, which need a rescope. Yes, we know this is a rare mix. We need someone who thinks like an accountant, handles people like the best client-facing person you've ever worked with, and knows what makes an account healthy for both sides. You can talk accruals with a founder and calm them down on the same call. If that sounds like you, keep reading. You know what went wrong before the client finishes explaining it. Your accounting background means you often see the issue before they can name it. You're calm, and people can tell. Clients feel better after talking to you. You think in margins. You can look at an account and tell whether it's working for both sides, and what to do if it isn't. You hear what's underneath. A refund request often comes from a founder who felt surprised. Pushback on fees often means they don't fully see what they're getting. You're not a pushover. You can spot scope creep wearing a friendly hat and hold the line warmly, with facts, and without apologizing. You can hold your ground with a founder who's frustrated, forceful, or both. You don't shrink, you don't escape when you don't need to, and you don't lose the relationship in the process. WHAT YOU'LL OWN Crew's CX Process Own the client experience process end to end, from the handoff out of onboarding through the life of the relationship Make sure every handoff from onboarding happens, is complete, and lands with the client Set and maintain Crew's client response standards, and keep watch on response times so you catch accounts going quiet before the client notices Own the client experience tracker, the single source of truth for where every relationship stands Run check-ins that are actually useful, not status theater. Work with team leads as the accounting-side contact for each client Keep the number of names a client has to remember small, so they always know who to go to Own escalated client situations from first contact through resolution with composure, clarity and follow-through Figure out what's really going on: a service issue, a communication gap, a mismatch in expectations, or something else Connect the client and the accounting team without throwing either side under the bus Document every resolution and close the loop, every time. When you take something further, bring the full context with it Fees, Pricing & Scope (a meaningful part of the role) Handle requests for refunds, credits or fee adjustments. Judge each one on its merits, respond with facts, and find a resolution that's fair to both the client and Crew Know Crew's fixed-fee model well enough to explain and defend it, especially when a client compares it to an hourly arrangement Spot when a fee dispute is really a communication failure, and fix the communication, not just the invoice Catch scope creep early and have the conversation before the invoice does. Bring in leadership on contract amendments or formal negotiations Twice a year, identify which clients should get a standard fee increase, and which shouldn't Lead the client conversation when fees go up, including when it makes sense to stagger an increase over time Own the client conversation when payments fall behind. When an account may need to pause until it's current, give leadership your read so they can make the call Account Health & Margin Review account margins every month and flag low-margin accounts to team leads Check in with team leads and controllers on accounts that stay low-margin, and work out together what can be delegated and where a rescope is needed Set the monthly priority list of clients to reprice or rescope, and kick off each rescope. Because you hold the full context, the conversation with the client is an informed one Delivery Coordination Run a weekly meeting with team leads covering client status, open items and commitments. Track it and send it around so no one has to report separately Follow up on commitments and close loops that would otherwise stay open Send a monthly rollup on client health, margins, response times and recurring friction Point out where teams are structurally stuck (guidance, capacity or process) so the root cause gets fixed Voice of the Client Bring client feedback into internal conversations in a way that's constructive, not just critical Turn patterns across clients into recommendations and playbooks, so the next hard situation is easier than the last YOUR FIRST 90 DAYS Days 1–30: Shadow a full client onboarding end to end. Meet every team lead. Sit in on live client calls, including at least one hard one. Learn Crew's fixed-fee model, how our engagements are scoped, and how we read account margins. Map where client communication sits today and where it stalls. Days 31–60: Take over the handoff out of onboarding. Start the weekly team lead meeting. Write up response standards and the escalation path with the Sr. Director of Operations. Begin handling escalations with support. Run your first monthly margin review with team leads. Days 61–90: Fully own the CX process and escalations, including fee and refund conversations within agreed authority. Get the monthly rollup running on its own. Deliver your first reprice and rescope priority list, plus your first read on recurring friction and the playbooks to fix it. WHO YOU'LL WORK WITH Sr. Director of Operations: your manager and direct partner, meeting weekly through your first 90 days Team leads & controllers: the accounting-side contact for each client, the people whose weekly meeting you run, and your partners on margin reviews Onboarding & scoping: the team that hands each new client to you Billing: your partner when a client falls behind on payments Partners & leadership: brought in on contract changes, commercial decisions and whether to pause work on an account Data & reporting: the colleagues whose reporting your tracking and margin reviews run on Quality Assurance: the technical team you send specialized work to WHAT WE'RE LOOKING FOR The foundation (non-negotiable) Real fluency in accounting. You don't need to be a CPA, but you know the close, accruals, reconciliations and what clean books look like. Clients will test this. 5+ years in client-facing roles at an accounting firm, fractional finance firm or professional services firm, ideally one where teams serve clients You've handled conversations with money on the table, including fee disputes, fee increases, refund requests and contract conversations, and handled them well Business acumen. You understand fixed-fee vs. hourly models, scope and margins, and what a healthy engagement looks like for both sides Pricing and margin experience. You've done pricing, margin reviews or rescoping at a services firm, and you know what to do when an account isn't working You coordinate senior peers without relying on hierarchy. You keep experienced people on a shared rhythm through clarity, preparation and follow-through Strong writing. When you escalte, the context is already pulled together, so the person receiving it can act right away QuickBooks Online proficiency, plus comfort working in a CRM or project system. You check the record instead of going from memory Bachelor's in Accounting, Finance or a related field, or equivalent experience What makes you right for this You don't get rattled. Client frustration doesn't make you defensive or over-apologetic. It makes you focused. You can hold a firm position and still make the person across from you feel heard. You read the room. You know when a client needs information, when they need empathy, and when they need someone to make a decision. You know quiet from at-risk. You can tell a client who's just busy from one who's about to leave. You keep a dozen client situations going at once without losing the details that matter. You know when to hold firm, when to make a goodwill gesture, and when to escalte, and you're usually right. You have the presence to have a hard conversation with a CEO, and the judgment to know how to have it. Founders can be emotional, insistent and occasionally wrong, and you handle all three without losing your footing. ESPECIALLY VALUABLE Experience with high-growth or founder-led startup clients Familiarity with NetSuite, Bill.com, Airtable, BigTime or HubSpot Experience building a client process or regular cadence from scratch A background in Consumer, CPG or SaaS businesses WORKING AT CREW Crew grew quickly from a small-business culture, and we want to keep the parts that made it work: direct communication, real ownership, and colleagues who help each other. We're investing in structure so our teams have a solid foundation, and this role sits at the center of that work. Work with some of the most interesting emerging brands in the country, with real stories and real stakes Remote-first, with a culture that trusts you to manage your time Strong benefits: a matched 401(k), health coverage paid 100% for you and 50% for your dependents, support for professional development, and a company-provided device Real influence over how Crew manages client relationships as we grow No two client situations are the same. That's a feature, not a bug "You're surprisingly good with people for someone with your accounting background." "If you've heard this and took it as a compliment, this role is for you." #J-18808-Ljbffr