Head of Client Experience

This is a fully remote position, open to applicants in Florida.

📋 Description

• Oversee our Client Success department and collaborate closely with tax leadership to enhance client experience.

• Establish strategies, priorities, and resource allocation for team leaders; create systems and playbooks to ensure success.

• Analyze the complete client experience and pinpoint areas for improvement in journey design.

• Set experience standards and hold the Client Success team accountable for meeting them.

• Collaborate with tax leadership to resolve trust issues during team handoffs and work together on improvements.

• Manage key metrics and operational indicators that predict retention, monitoring progress through dashboards.

• Develop feedback mechanisms to address client issues prior to renewal discussions.

⛳️ Requirements

• Demonstrated success in enhancing client retention and satisfaction (CSAT) through hands-on process and journey design, rather than solely team management.

• A keen eye for user experience (UX): you identify where client-facing processes may feel cumbersome or slow, not just where the data indicates issues.

• Proven experience collaborating with technical, co-contributing teams, such as our tax delivery team, to drive Client Success outcomes through influence and collaboration, rather than direct authority.

• Experience managing managers: you focus on developing team leaders, not just individual contributors.

• Ability to navigate ambiguity: this role is new for Bright!Tax, and you will help define it as much as you will fulfill it.

• Genuine alignment with our working principles: kindness as a default, maintaining high standards, honesty about challenges, and building strong relationships across a fully remote, global team.

• Nice to have: Experience in establishing a Client Success function from the ground up.

🏝️ Benefits

• Flexible work arrangements

• Professional development opportunities