Client Experience Manager

About the role

Crew Finance is an outsourced accounting and finance firm for high‑growth startups in Consumer, Tech and SaaS. Our clients are founders with big ambitions and finances that haven't caught up with their growth yet. Most of our client conversations happen in that gap. This role makes sure those conversations go well, and turns them around when they don't. You own Crew's client experience. You know where every relationship stands. You make sure handoffs land, clients hear back on time, and commitments made on Monday still hold on Friday. When something does go sideways, whether it's a frustrated founder, a fee dispute or scope creep, you're the one who picks it up, sorts it out and makes sure it doesn't happen again. You also keep watch on the commercial side: which accounts are priced right, which need a rescope.

Responsibilities

• Own the client experience process end to end, from the handoff out of onboarding through the life of the relationship
• Make sure every handoff from onboarding happens, is complete, and lands with the client
• Set and maintain Crew's client response standards, and keep watch on response times so you catch accounts going quiet before the client notices
• Own the client experience tracker, the single source of truth for where every relationship stands
• Run check‑ins that are actually useful, not status theater; work with team leads as the accounting‑side contact for each client
• Keep the number of names a client has to remember small, so they always know who to go to
• Own escalated client situations from first contact through resolution with composure, clarity and follow‑through
• Figure out what's really going on: a service issue, a communication gap, a mismatch in expectations, or something else
• Connect the client and the accounting team without throwing either side under the bus
• Document every resolution and close the loop, every time; when you take something further, bring the full context with it
• Handle requests for refunds, credits or fee adjustments; judge each on its merits, respond with facts, and find a resolution that's fair to both the client and Crew
• Know Crew's fixed‑fee model well enough to explain and defend it, especially when a client compares it to an hourly arrangement
• Spot when a fee dispute is really a communication failure, and fix the communication