Client Success Lead

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 workin