Remote Client Experience Lead - Finance & Margins

Crew Finance; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

401(k) with match

Health insurance

Professional development support

Company-provided device

Job summary

Crew Finance is seeking a seasoned CX lead to own the end-to-end client experience for high-growth startups. You will ensure onboarding handoffs land successfully, maintain response standards, and manage client communications through escalations and renewals.

Your accounting background will help you see issues before clients name them and protect margins. Remote-first culture with direct impact on client health, margins, and long-term partnerships.

Qualifications

• Real fluency in accounting, close, accruals and reconciliations.
• 5+ years in client-facing roles at an accounting or professional services firm.
• Experience handling fee disputes, refunds and contract conversations.
• Understanding fixed-fee vs hourly models, scopes and margins.
• Pricing and margin experience in services firms.

Responsibilities

• Own the client experience process end to end, from onboarding to relationship lifecycle.
• Ensure onboarding handoffs are complete and land with the client.
• Set and maintain client response standards and monitor response times.
• Maintain the client experience tracker as the single source of truth.
• Lead client conversations on escalations, renewals, and fee discussions with clarity.
• Document resolutions and close the loop with full context.

Skills

Client relationship management

Financial acumen

Negotiation

Communication

Problem solving

QuickBooks Online

Education

Bachelor's in Accounting/Finance or related field

Tools

NetSuite

Bill.com

Airtable

BigTime

HubSpot

Job description

Crew Finance is seeking a seasoned CX lead to own the end-to-end client experience for high-growth startups. You will ensure onboarding handoffs land successfully, maintain response standards, and manage client communications through escalations and renewals.

Your accounting background will help you see issues before clients name them and protect margins. Remote-first culture with direct impact on client health, margins, and long-term partnerships.