[Hiring] Customer Success Manager @tfx

Role Description

We are looking for a proactive, highly organised Customer Success Manager to own existing-client relationships and help clients return confidently for their next filing or service. This is not a high-pressure new-business sales role and not a people-management role. You are accountable for retention, reactivation, service quality and measurable commercial progress.

• Own a defined portfolio of Retention and Reactivation opportunities: inbound returning clients and selected proactive outreach cohorts.
• Review each client's history, status, needs, preferences and obstacles before reaching out.
• Proactively contact eligible clients with personalised messages, meaningful follow-ups and an agreed next action.
• Guide clients through the Tax Questionnaire (TQ), remove friction and follow through to engagement letter (EL) signature.
• Listen to complaints, acknowledge the real issue, coordinate approved recovery and rebuild trust before discussing another engagement.
• Handle assigned chat and email conversations accurately and empathetically, track promised callbacks and coordinate escalations.
• Keep ownership, status, next actions, outcomes and history accurate in HubSpot and Intercom.
• Escalate when a client needs specialist tax advice, formal service recovery or commercial approval, without unauthorised promises.
• Where asked, qualify new enquiries and hand them to Sales, keeping ownership of returning clients.
• Help improve client journeys and retention reporting.

Qualifications

• 3+ years of client-facing experience in Customer Success, relationship or account management, client services, onboarding or high-trust support.
• Evidence of retaining, nurturing or re-engaging existing clients, not only acquiring new ones.
• Excellent spoken and written English, making complex processes clear.
• Strong organisation, follow-through and task discipline across multiple client cases.
• Calm, empathetic communication with frustrated, uncertain or price-sensitive clients.
• Sound commercial judgment: spotting opportunities without overselling, discounting or pressure.
• Confidence with CRM systems, shared inboxes and customer records; HubSpot or Intercom is a plus.
• Discretion with sensitive information, respect for compliance boundaries, and ability to learn new processes.

Requirements

• Client relationship and service teams in tax, cross-border financial services, offshore investment, private banking, immigration, global mobility, insurance, wealth management, professional services, compliance, fintech or international B2C services.
• U.S. expat tax experience is useful but not required: strong client ownership matters more than specialist tax knowledge.

What this role is not

Not a cold-call SDR, high-pressure closer, technical tax adviser or purely reactive ticket-closer. You must be comfortable with measurable targets, but results should follow from trust, accurate guidance and consistent execution.

Recruitment process

Short recruiter conversation → structured interview → practical client communication exercise → final discussion and references. We keep the process respectful, consistent and relevant to the work.