Customer Success Manager (100% Remote)
Core
Own existing-client relationships for U.S. expats filing taxes abroad, guiding them through the Tax Questionnaire and engagement letter to ensure retention and reactivation.
Role type
Customer Success Manager (Retention & Reactivation)
Builds
Client retention and reactivation pipelines for U.S. tax filing services
Domain
Cross-border financial services / U.S. expat tax compliance
Required skills
client relationship management, retention strategy, reactivation outreach, CRM proficiency, empathetic communication, commercial judgment, process guidance, complaint recovery, CRM data accuracy
Preferred skills
HubSpot, Intercom, tax industry experience, cross-border financial services background
Responsibilities
Own a defined portfolio of Retention and Reactivation opportunities, review client history and needs before outreach, proactively contact eligible clients with personalized messages, guide clients through the Tax Questionnaire and engagement letter, handle complaints and coordinate service recovery, manage chat and email conversations, maintain accurate CRM records, escalate specialist tax advice requests, qualify new enquiries for Sales
Seniority
Individual-contributor