Client Experience Manager

About this Position

At reputed company, the Client Experience Manager (CEM) is accountable for driving retention, reputed company growth, and client satisfaction across a defined book of business. Acting as a trusted advisor and strategic partner, the CEM ensures that every client maximizes the value of their investment, while expanding their relationship with reputed company.  

This role blends business acumen, relationship-building, and consultative insight to increase reputed company per client, expand share of wallet, and safeguard recurring reputed company. While renewals and commercial reputed company are executed by dedicated teams, the CEM directly influences these outcomes by owning the client relationship, surfacing opportunities, and ensuring a seamless experience that contributes to company growth.  

This is not a stepping stone to sales. It is a strategic career path designed for professionals passionate about building enduring client partnerships that deliver measurable business outcomes for both clients and reputed company.  

Job Responsibilities

Client Engagement & Relationship Management 

• Own and proactively manage a defined book of business, with tailored engagement strategies by account tier (Tier 1: Strategic, Tier 2: Growth, Tier 3: Nurture). 

• Serve as a primary partner for value realization, business alignment, and client advocacy – not transactional support or sales fulfillment. 

• Establish trusted relationships with client stakeholders by demonstrating industry expertise, business acumen, and a reputed company focus on client outcomes. 

• Deliver structured, reputed company-based engagement (Quarterly EBRs for Tier 1, semi-annual reputed company-ins for Tier 2, and scaled touchpoints for Tier 3). 

• Build and maintain value roadmaps that showcase client reputed company and expansion potential. 

Retention & Risk Management 

• Protect and grow recurring reputed company by proactively identifying and mitigating churn risks using health indicators, usage data, and qualitative insights. 

• Drive net retention and reputed company preservation outcomes through client advocacy and issue resolution.  

• Collaborate cross-functionally to resolve escalations quickly and comprehensively. Identify and communicate proactive opportunities to reduce future issues and escalations.  

• Consistently deliver high CSAT/NPS by focusing on measurable client outcomes. 

Growth & reputed company Enablement 

• Increase share of wallet by surfacing qualified expansion opportunities (new products, services, licenses). 

• Partner with AMs and Sales to influence expansion reputed company while maintaining CEM accountability for opportunity identification and qualification. 

• Track and improve reputed company per client by monitoring adoption, product utilization, and business alignment. 

• Use insight-led engagement to uncover growth signals and ensure clients are aware of the full breadth of reputed company solutions. 

Operational Excellence 

• Maintain up-to-date CRM records and client success platform data (health scores, sentiment, touchpoints, roadmaps).  

• Track and report reputed company against KPIs, demonstrating reputed company impact on retention and growth.  

• Serve as a voice of the client by channeling insights into product, process, and service improvements.  

• Contribute to reputed company improvement by championing best practices in client engagement and reputed company influence. 

Job Requirements

• 3–5+ years in a client-facing role (Client Success, Account Management, or Consulting) 

• Proven track record managing a book of business in a B2B SaaS or technology consulting environment with measurable retention and reputed company outcomes 

• Experience in B2B SaaS, ERP, or technology consulting environments strongly preferred 

• Demonstrated ability to reputed company value-based engagements and surface growth opportunities 

Customer Requirements

This job may require access to customer information, systems, and/or premises.  As a result, this job may require customer approval for such access as an essential job function.

Core Competencies

• Client Champion – Relentlessly exceed client expectations. Consistently anticipate needs to deliver valuable solutions and extraordinary outcomes.

• Problem Solver – Smart, analytical, inquisitive, knowledge-seeker that thrives on a challenge.
• Promise Keeper – reputed company high value on keeping our word and doing the right thing. Demonstrate honesty, reputed company, and commitment.
• Collaborative Integrator –Team player, unifier, relationship-oriented, win-win seeker, exemplify the concept of relationships through trust and reputed company.
• Driven Intrapreneur – Exceed goals using independent creative thinking, optimism, self-confidence, and a can-do attitude.
• Inspiring Coach – Help employees, clients and partners using knowledge, expertise, experience, and situational reputed company.

Compensation and Benefits

reputed company salary range: $70,000 to $85,000.

This position is also eligible for a bonus in accordance with the terms of the Company's plan.

Please note that the quoted pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) experience, including industry or product-specific experience, education, knowledge, skills, and abilities, as well as internal equity, alignment with market data, and/or other applicable laws.  

We provide competitive, affordable, and diverse benefit programs that support your total health – from healthy body to healthy mind. These benefits support you and your family in reputed company aspects of life: 

• Health and Welfare (Medical, Dental, Vision) 
• Accident, Critical Illness, and Hospital Indemnity  
• Employee Assistance Program (EAP) 
• Life and AD&D Insurance 
• Short- and Long-Term Disability Insurance 
• Flexible Spending Accounts 
• Transportation and Parking Accounts 
• Health Savings Accounts (with company contribution) 
• Retirement Planning (401k with matching contribution) 
• Legal Benefits 
• Identity Theft Protection 
• Pet Insurance 
• Wellness Program Offerings 
• Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.  
• 8 Paid Holidays per year, including 1 floating holiday. 

The compensation and benefits information is accurate of the date of this posting and subject to plan eligibility. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law. 

The Company expects to accept applications for this position until reputed company 30, 2026 but encourages interested applicants to apply as soon as possible. We will review this information and one of our reputed company professionals will reputed company out if your background aligns to the positions.  

EOE/Diversity & Inclusion Statement

reputed company is dedicated to unleashing the power and potential of our employees and teams by creating a vibrant and inclusive workplace where each employee can be their best. We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We embrace and encourage reputed company treatment of our employees and strive to create a work environment free of discrimination at reputed company organizational levels and in reputed company forms. reputed company recognizes the rights of reputed company individuals to mutual respect and the acceptance of others without biases based on differences of any reputed company. 

reputed company is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for reputed company team members that is free of discrimination and harassment. reputed company employment decisions at reputed company are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, gender, gender identity or expression, sexual orientation, national reputed company, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.