Head of Client Experience

About Bright!Tax Bright!Tax is a remote-first firm dedicated to US expat tax. We exist to be part of our clients' stories of love, adventure, and freedom, wherever in the world they've chosen to live them. Our brand promise is Kindness, Ease & Expertise, and we hold ourselves to that same standard internally, in how we build teams and support each other's own stories. About the role Behind every Bright!Tax client is a story: a move abroad, a relationship, a retirement, a leap of faith. Our job is to remove the tax burden so people can focus on that story. This role exists to make sure the experience of working with us is as good as the promise we make: kind, easy, and expert, from the first hello through the final filed return. Today, that experience is split across two teams: Client Success, who manage the relationship, and our tax team, who deliver the work. Clients don't experience those as two teams; they experience one journey. This role is the first to own that journey end to end. You'll lead our Client Success function (two team leads and a 12-person team) and partner closely with tax leadership to close the gaps where handoffs, communication, or expectations break down between the two. You won't manage tax preparers directly; you'll set the standards, build the feedback loops, and make the case, backed by data, for where the journey needs to change. This is a KPI and process-improvement led role first. You'll be judged on measurable movement in retention, satisfaction, and journey friction, not on team size or activity. What you'll own Client Success leadership: set strategy, priorities, and resourcing for the two team leads and their teams; build the systems, tooling, and playbooks that let them do their best work. End-to-end journey design: map the full client experience across Client Success and tax delivery with a genuine eye for user experience (UX), and identify where friction, delay, or inconsistency creeps in, before the data even flags it. Experience standards: define what “great” looks like at every touchpoint, including response times, communication cadence, proactive updates, and escalation handling, and hold Client Success accountable to it. Cross-team partnership: work directly with tax leadership and our technical, co-contributing teams to surface where the handoff between teams is costing us trust, and collaborate on fixes. Today this is an influence relationship, not a reporting line. Whether it evolves into a combined client and delivery function is an open question we expect this role to help answer, not a settled part of the mandate. Metrics and reporting: own retention as the headline measure of the journey. Track it as Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) by the value of renewals rather than client count, so the measure rewards keeping and growing our best-fit clients instead of simply holding volume. Alongside it, own the operational measures that predict retention: turnaround time by phase, time to first response, and our pending information rate, all visible on shared dashboards so every team member can see where their accounts stand. Voice of the client: build the feedback loops (client, Client Success, and tax team) that catch problems before they show up in a renewal conversation. What success looks like Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) improve as the team scales, with first-year retention the specific number to move. Turnaround time and the pending information rate trend down, with fewer complaints tied to handoffs between Client Success and tax delivery. The team operates from a proactive dashboard of at-risk and in-progress accounts, not from inbox zero as the default goal. The Client Success team is engaged, developing, and retaining A-Players under both team leads. Tax leadership sees this role as a genuine partner in fixing the client experience, not an added layer of oversight. What you bring A proven track record of improving client retention and client satisfaction (CSAT) through hands-on process and journey design, not just team management. A genuine eye for UX: you notice where a client-facing process feels clunky or slow, not just where the data eventually says it's broken. A proven track record of partnering with technical, co-contributing teams, like our tax delivery team, to drive Client Success results through influence and collaboration, not direct authority. Experience managing managers: you develop team leads, not just individual contributors. Comfort with ambiguity: this is a new kind of role for Bright!Tax, and you'll help define it as much as fill it. Genuine alignment with how we work: kindness as a default, high standards, honesty about what isn't working, and the ability to build strong relationships across a fully remote, global team. Nice to have Experience building a Client Success function from the ground up. Note : This is a fully remote role. We welcome applications from candidates anywhere.