Senior Client Communications Manager

**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. **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 dat…