Director of Client Experience

Director Of Client Experience

Manchester, NH | $90,000 - $105,000 DOE

A leading employer in the Manchester, NH area is seeking a Director of Client Experience to drive customer satisfaction, retention, and operational excellence across all client touchpoints. This is a high-impact leadership role responsible for developing and executing client experience strategies, leading cross-functional teams, and ensuring seamless service delivery that exceeds expectations.

Key Responsibilities

• Lead and develop the client experience strategy, ensuring alignment with organizational goals and driving continuous improvement initiatives
• Oversee day-to-day client interactions, issue resolution, and escalation management to maintain high satisfaction and retention rates
• Manage and mentor a client-facing team, fostering a culture of accountability, collaboration, and customer-centricity
• Partner with Sales, Operations, Product, and Marketing to ensure client feedback informs business decisions and service enhancements
• Develop and monitor KPIs, client satisfaction metrics, NPS scores, and retention analytics to measure program effectiveness
• Design and implement client onboarding, success programs, and relationship management frameworks
• Identify trends, pain points, and opportunities through data analysis and direct client engagement
• Serve as a strategic partner to senior leadership, presenting insights and recommendations on client experience improvements
• Build scalable processes, tools, and systems to support business growth while maintaining exceptional service quality
  
  

Qualifications

• Bachelor's degree in Business, Marketing, Communications, or related field (MBA preferred)
• 7 years of experience in client experience, customer success, account management, or related leadership roles
• Proven track record managing teams and driving measurable improvements in client satisfaction and retention
• Strong analytical skills with experience using CRM platforms, client success tools, and data analytics to inform strategy
• Excellent communication, relationship-building, and problem-solving skills
• Ability to thrive in a fast-paced, dynamic environment and manage competing priorities
• Experience in professional services, SaaS, healthcare, financial services, or B2B environments strongly preferred
  
  

What's Offered

• Competitive salary: $90,000 - $105,000 depending on experience
• Comprehensive benefits package
• Opportunity to shape client experience strategy and make a measurable business impact
• Collaborative, growth-oriented work environment in Manchester, NH
  
  

To Apply

Submit your resume in Word format to Jeannie Halsey at jhalsey@naglergroup.com

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