Senior Client Communications Manager
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AI Summary
The role focuses on shaping the end-to-end client communication experience to build trust and reduce friction across the customer lifecycle. This includes translating complex operational workflows into clear client-facing messaging across email, SMS, and portal channels.
Title: Senior Client Communications Manager
Reports to: VP of Marketing
Location: Remote / Hybrid Eligible
Budget: $80k - $105k DOE
About the Role
At PaulHood we are transforming the mid-market CPA industry with an entirely new model. Our year-round membership model provides clients with expert tax and financial guidance, helping them feel more secure and realize their long-term financial goals. Founded 30 years ago by Paul Hood, our company has grown rapidly and now serves over 15,000 customers nationwide. To support our continued growth, we have completely modernized our business with technology and processes more akin to a SaaS company than a CPA firm.
In response to this growth, we are seeking a Senior Client Communications Manager to help shape how clients experience our brand at every stage of their journey. This is a mid-level, high-impact individual contributor role that partners closely with the VP of Marketing to turn strategy into clear, connected client communications.
This role is ideal for someone who understands that great client communication is more than good writing. It is about building trust, reducing confusion, and helping clients understand our services, what happens next, how to engage with our team, and how to get the most value from working with PaulHood.
Reports to: VP of Marketing
Location: Remote / Hybrid Eligible
Budget: $80k - $105k DOE
About the Role
At PaulHood we are transforming the mid-market CPA industry with an entirely new model. Our year-round membership model provides clients with expert tax and financial guidance, helping them feel more secure and realize their long-term financial goals. Founded 30 years ago by Paul Hood, our company has grown rapidly and now serves over 15,000 customers nationwide. To support our continued growth, we have completely modernized our business with technology and processes more akin to a SaaS company than a CPA firm.
In response to this growth, we are seeking a Senior Client Communications Manager to help shape how clients experience our brand at every stage of their journey. This is a mid-level, high-impact individual contributor role that partners closely with the VP of Marketing to turn strategy into clear, connected client communications.
This role is ideal for someone who understands that great client communication is more than good writing. It is about building trust, reducing confusion, and helping clients understand our services, what happens next, how to engage with our team, and how to get the most value from working with PaulHood.
What You Will Do
- Shape the client communication experience across the full lifecycle, from first impression through onboarding, tax season, and ongoing service throughout the year.
- Translate complex, evolving operational workflows (onboarding, tax prep, advisory, etc.) into clear, client-facing communication that sets accurate expectations.
- Map key client journey touchpoints and identify where clearer communication can improve trust, visibility, and overall experience.
- Designs communications that not only improve client experience but also reduce internal friction, repetitive questions, and manual follow-ups from service teams.
- Build and manage client-facing communications across channels, including email, SMS, video, portal messaging, and supporting visual content.
- Partner with Sales, Operations, CS, CX, and Data/Tech to ensure messaging is clear, consistent, and aligned with the client experience.
- Support onboarding and transition communications so clients understand what they signed up for, what to expect next, and how PaulHood is different.
- Use qualitative (client conversations, frontline feedback) and quantitative data (CSAT, engagement, support volume, drop-off points) to continuously refine communication strategies.
- Partners with Data/Tech teams to define tracking, triggers, and reporting for communication performance.
- Help develop communication flows for acquisition clients that reinforce continuity and transfer trust during the transition to PaulHood.
- Create detailed, timely status communications during tax season so clients have a clear sense of progress and next steps.
Experience You Will Need
- 3 to 6 years of experience in client communications, lifecycle marketing, customer experience, or a related role in a service-based or high-trust environment is required.
- A bachelor's degree in marketing, communications, business or a related field is required.
- Experience working closely with operations or service delivery teams to translate internal processes into external communication is required.
- Strong writing and message design skills, with the ability to simplify complex topics into clear, client-friendly communications is required.
- Proven experience mapping client journeys and building communication flows across multiple touchpoints and systems is required.
- Experience with CRM, marketing automation, and communication tools such as HubSpot, Twilio, SalesMsg, or similar platforms is required. (Qount a plus)
- Familiarity with tax, accounting, financial services, SaaS, or another high-trust category is a plus.
Who You Are
- You possess a highly analytical approach and consistently use data, client feedback, and operational context to improve communication performance and enhance the overall client journey experience.
- You are comfortable operating in evolving environments where processes, tools, and service models are actively being built and refined.
- You think in end-to-end systems, ensuring communications are connected across the full client lifecycle rather than optimized in isolation.
- You identify upstream and downstream impacts of communication gaps on operations, client experience, and team workload.
- You create clarity and structure even when inputs are incomplete, ambiguous, or changing.
- You bring a strong process-oriented mindset and exceptional attention to detail, with the ability to manage multiple initiatives in a seasonal, deadline-driven business environment.
- You operate confidently across teams and effectively influence stakeholders at all levels, even without formal reporting authority.
- You demonstrate strong problem-solving skills and a self-starter mindset by proactively identifying issues and opportunities, then driving solutions through to completion.
- You effectively prioritize high-impact communication improvements in a fast-paced environment with multiple competing initiatives.
What’s In It For You
You will join a forward-thinking team that is reshaping the future of the tax and accounting industry. With a strong commitment to diversity and inclusion, our gender-balanced leadership group reflects our belief in the power of varied perspectives to drive innovation. You’ll align with an organization that helps its clients optimize their financial health, enabling them to keep more, save more, and protect more of their money so they can use it for the things they care about most.
In addition to the inherent satisfaction of aligning with a business that is changing the lives of thousands of people, you will receive stock options to align your rewards with the success of the company. Importantly, you’ll be part of a team that prioritizes trust, collaboration and having fun. We work hard and value rest.
In addition, our benefits package includes:
+ Bonus Opportunity
+ Stock Options
+ Generous time off allowance (Holiday, Vacation, & Sick time), above industry standard
+ Paid parental leave
+ Comprehensive Employee Benefits Package
+ 401k Program with Company Matching
+ Paid Volunteer Days
+ Educational/Personal Growth Reimbursement
EEO and Diversity Statement
PaulHood is an equal opportunity employer. We recruit, employ, compensate, develop, and promote without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, pregnancy, marital status, gender identity or expression, status as a veteran, or any other legally protected characteristic or activity in accordance with applicable federal, state, and local laws. If you need reasonable accommodation in the application or interview process, please tell us.
At PaulHood, we champion a vibrant workplace culture that thrives on diversity, and we do not tolerate discrimination or harassment. We are one team from many backgrounds, innovating through diversity of individuals, who are driven by a passion for creating an inclusive space for all. Believing a culture of equality creates a stronger work environment for all employees and that we are all accountable for encouraging and celebrating diverse voices, PaulHood will continue to champion a workplace culture that prizes diversity and inclusivity.
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