Client Success Lead
Role Overview
This is a player-coach role leading a pod of 4-5 Client Success Managers while managing a personal client portfolio. You'll conduct 1:1s, coach team members, own pod performance metrics like retention and CSAT, and handle escalated client issues. The role is mid-to-senior level, reporting to the Director of Client Success, with a focus on building a high-performing team and ensuring client satisfaction.
Perks & Benefits
Fully remote and flexible work environment with a focus on outcomes and wellbeing. Opportunities for growth through internal learning programs and real investment in your development. Work in a warm, values-led team that values purpose and people. No specific time zone requirements mentioned, but must thrive in a distributed team across time zones.
Full Job Description
Headquarters: Remote URL: http://brighttax.com
About the role
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.
What you ll do
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.
What success looks like
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.
What we re looking for
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 have
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.
What we offer
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.
How to apply
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.
To apply: https://weworkremotely.com/remote-jobs/bright-tax-client-success-lead
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