Client Experience Manager

Job Summary:

The Client Experience Manager (CXM) is essentially the bridge between Softrim and our clients’ leadership teams. The role sits in that important middle ground: not quite account management in the sales sense, not quite project management, but rather relationship orchestration with an eye toward adoption, satisfaction, and retention.

The CXM owns the overall client relationship post-sale, ensuring successful adoption, ongoing satisfaction, and measurable business outcomes. This role is part strategist, part relationship-builder, and part coordinator. The CXM partners with clients to understand their goals, translates those into actionable success plans, and orchestrates internal resources (support, technical, product, operations) to deliver on commitments.

Responsibilities:

• Client Relationship Ownership: Act as the primary point of contact for assigned clients, building trusted advisor status with key stakeholders.
• Engagement Planning: Develop and execute tailored engagement strategies that align service capabilities with client business objectives.
• Business Reviews: Conduct regular executive-level check-ins (QBRs/MBRs) to demonstrate ROI, share insights, and align on future opportunities.
• Adoption & Retention: Drive service adoption across client teams; monitor engagement metrics and proactively address risks of churn.
• Cross-Functional Coordination: Partner with sales, support, technical teams, and product management to ensure seamless client experience.
• Issue Escalation Management: Own and coordinate resolution of major client issues while maintaining positive client sentiment.
• Growth Support: Identify upsell or expansion opportunities in collaboration with sales, but without a quota-bearing sales focus.
• Voice of the Customer: Advocate for client needs internally; provide structured feedback to product and leadership teams.

 Requirements:

• Strong relationship management and interpersonal skills; able to operate confidently at both operational and executive levels.
• Solid understanding of technology solutions (not engineering depth, but fluent enough to discuss integration and business impact).
• Skilled in storytelling with data: able to package metrics and insights into persuasive business reviews.
• Business acumen: able to connect technical capabilities to client business outcomes. Bachelor’s degree or higher in a related field of study.
• Travel to client locations as needed.

Desired Skills:

• Assertive and skilled at building relationships and influencing stakeholders at all levels
• Strong management skills with the ability to coach and lead
• Professionalism, leadership, discretion, and good judgment in all interactions with co-workers, clients, vendors, and others
• Exceptional organizational skills
• Demonstrates excellent verbal and written communication skills

Employment Terms:  Full-time, 100% In-Office, Exempt, Salary.  Eligible for benefits (medical, dental, vision, life, AD&D, disability) and 401(k) after introductory period.  Typical business hours are from 8:00 a.m. until 5:00 p.m., Monday through Friday, excluding company-observed holidays.