Client Success Coordinator

Tax Titans Inc.; Los Angeles (CA); On-site; USD 50,000 - 70,000; Full time

Job summary

Tax Titans in Sherman Oaks, CA is seeking a Client Success Coordinator to keep active cases moving from signed client to resolution. You will be the main contact for existing clients, coordinating documents, and ensuring proper setup for the right outcome.

You'll work closely with sales, tax professionals, and leadership to deliver timely updates and support throughout intake, case prep, payments, and deadlines.

Qualifications

• 2+ years in customer service, client success, or case management (tax, financial, or legal experience a plus)
• Strong phone and written communication skills; calm and clear with frustrated clients
• Highly organized, with the ability to manage many open files and deadlines at once
• Comfortable collecting sensitive financial information professionally and confidentially
• Experience with a CRM and phone/texting platforms preferred
• Proactive, detail-oriented, and comfortable owning a process end to end

Responsibilities

• Reach out to existing clients to collect documents and information needed to move their cases forward
• Schedule and complete financial statements (e.g., Form 433-A) to prepare cases for resolution and identify additional service opportunities
• Make sure all required documents are in place, including authorizations, agreements, and supporting forms
• Provide regular status updates to active clients
• Proactively request reviews and referrals from existing clients to drive company growth and reputation
• Manage inbound client calls, texts, and emails, and resolve or route inquiries promptly
• Serve as first point of contact on cancellation and refund requests, escalating to leadership before anything is processed
• Support the sales and resolution teams as needed to move clients through each stage
• Follow up on declined or defaulted payments and work with clients to get accounts current
• Monitor payment plans and flag at-risk accounts
• Monitor the virtual mailbox, upload new tax notices and correspondence to client files, and alert assigned team members
• Track deadlines for notice responses, document requests, and agreement payments
• Keep client records, notes, and statuses up to date in the CRM
• Review new cases at handoff from sales to confirm scope, fees, and file setup are accurate
• Take on other operational and client-facing tasks as the team grows

Skills

Customer service

Client success

Case management

Communication

Organization

CRM experience

Tools

CRM systems

Phone/texting platforms

Job description

Client Success Coordinator

Tax Titans | Sherman Oaks, CA | Full-time, in-office

About the role

Tax Titans helps individuals and businesses resolve IRS and state tax problems. The Client Success Coordinator keeps active cases moving from signed client to resolution. You'll be the main point of contact for existing clients. That means collecting what we need, keeping files complete and current, and making sure every client is set up for the right outcome. You'll work closely with sales, tax professionals, and leadership.

Key responsibilities

Client outreach and case preparation

• Reach out to existing clients to collect documents and information needed to move their cases forward
• Schedule and complete financial statements (e.g., Form 433-A) to prepare cases for resolution and identify additional service opportunities
• Make sure all required documents are in place, including authorizations, agreements, and supporting forms
• Provide regular status updates to active clients
• Proactively request reviews and referrals from existing clients to drive company growth and reputation

Client support

• Manage inbound client calls, texts, and emails, and resolve or route inquiries promptly
• Serve as first point of contact on cancellation and refund requests, escalating to leadership before anything is processed
• Support the sales and resolution teams as needed to move clients through each stage

Payments

• Follow up on declined or defaulted payments and work with clients to get accounts current
• Monitor payment plans and flag at-risk accounts

Case management

• Monitor the virtual mailbox, upload new tax notices and correspondence to client files, and alert assigned team members
• Track deadlines for notice responses, document requests, and agreement payments
• Keep client records, notes, and statuses up to date in the CRM
• Review new cases at handoff from sales to confirm scope, fees, and file setup are accurate
• Take on other operational and client-facing tasks as the team grows

What we're looking for

• 2+ years in customer service, client success, or case management (tax, financial, or legal experience a plus)
• Strong phone and written communication skills; calm and clear with frustrated clients
• Highly organized, with the ability to manage many open files and deadlines at once
• Comfortable collecting sensitive financial information professionally and confidentially
• Experience with a CRM and phone/texting platforms preferred
• Proactive, detail-oriented, and comfortable owning a process end to end

About Tax Titans

Tax Titans helps individuals and businesses navigate tax challenges with clarity and confidence. Our team reviews each client’s unique situation, explains the available options, and develops a personalized strategy to help resolve outstanding tax matters. From tax investigation and compliance to resolution services, we’re committed to providing honest guidance, responsive support, and a straightforward path forward.