Customer Success Manager, 100% Remote

TFX (Taxes for Expats); South Africa; Remoto; ZAR 360.000 - 600.000; Tempo pieno

Descrizione del lavoro

TFX (Taxes for Expats) seeks a proactive, highly organised Customer Success Manager to own existing-client relationships and drive retention and commercial progress. You will guide returning clients through the Tax Questionnaire (TQ), engagement letter (EL) and signature, coordinating with specialists as needed.

This role focuses on retention, reactivation and service quality, not high-pressure sales or people management. English fluency and CRM proficiency are essential assets for success.

Competenze

• 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.

Mansioni

• 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 TQ, remove friction and follow through to 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.

Conoscenze

Client-facing experience

Retention / nurturing existing clients

Excellent English

Organisation / follow-through

Empathetic communication

Commercial judgment

CRM systems proficiency

Discretion

Strumenti

HubSpot

Intercom

Descrizione del lavoro

Taxes for Expats helps U.S. citizens and green card holders living abroad navigate their U.S. tax filing obligations. We work with returning clients year after year, often as their circumstances or reporting requirements change.

The opportunity

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.

You will take eligible returning clients from first contact through the Tax Questionnaire (TQ), engagement letter (EL) and signature, recover relationships after a poor experience, and support service questions. Specialist tax decisions stay with qualified tax professionals.

What you will do

• 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 TQ, remove friction and follow through to 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.

What success looks like

A client knows who owns their next step and what happens next. Friction is removed, and suitable returning clients progress through independently verified TQ starts, completion and signed engagements. Recovering a dissatisfied relationship is valuable even if the client does not immediately return.

Proposed verified TQ activation targets for the initial ramp are 10 in Month 1, 25 in Month 2 and 50 in Month 3, conditional on a sufficient eligible portfolio, protected outreach capacity and verified reporting. Retention and Reactivation are measured separately, with one combined target for the first 90 days.

We also measure communication quality, follow-up delivery, case handling and CRM accuracy. Sending an email or closing a ticket is not a successful outcome by itself.

What you'll bring

• 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.

Especially relevant backgrounds

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.