Head of Client Experience

Client Success Team - Miami (Remote)

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,...