Senior Manager, Client Experience

Role Overview

• Own the full digital client success strategy and roadmap, aligning with company goals for adoption, retention, and growth.
• Partner with the Client Experience leadership team to define success metrics, client segmentation, and growth objectives.
• Design and optimize scalable success frameworks for onboarding, adoption, and ongoing value delivery across all customers.
• Develop digital first client experiences that connect ROI to segmented stakeholders.
• Create outreach campaigns which drive clients to educational resources and deeper engagement with their Client Success Managers.
• Implement repeatable playbooks to improve product adoption, usage, and measurable ROI for clients.
• Champion the voice of the customer — translating insights into strategic actions across cross-functional teams.
• Establish success KPIs (e.g., activation rates, retention, expansion, NPS) and implement dashboards/reports to monitor performance trends.
• Build automated triggers for CSMs based on the client journey leveraging our client success platform.
• Drive predictive health scoring and early-warning systems to proactively mitigate churn.
• Create measurable outcomes from digital strategies to reduce labor costs associated with account management and drive revenue growth.
• Lead continuous process improvement initiatives to enhance efficiency and customer outcomes.
• Collaborate closely with the CX Operations team to properly scope and deploy tooling that overlaps with human led activities.
• Influence product development with qualitative and quantitative customer insights.
• Work closely with Product, Marketing and Sales teams to ensure consistency with message and intended client outcomes.

Requirements

• 8+ years of experience in Customer Success, Client Services, or related roles with at least 3 years in a leadership position.
• Proven track record of scaling customer success teams and driving measurable impact in adoption, retention, and revenue growth.
• Demonstrated ability to build and execute strategic playbooks in a SaaS or digital platform environment.
• Strong experience using customer success platforms (e.g., Totango, HubSpot, Salesforce) and analytics tools to inform decision-making. Client success platform ownership experience required.
• Strong communicator and relationship builder with experience engaging with C-level stakeholders.

Benefits

• Health First: Medical, Dental, Vision, & Life Insurance
• 401K Plan
• Flexibility: Open PTO and sick days
• The Product: Beyond the 7 awards and 5-star reviews, our clients and customers love what they can do with a fully managed RBP
• Diverse, inclusive culture: We embrace employees from all backgrounds with openness and respect
• Training: A supportive team to help you grow and unlock your full potential
• Growth: The opportunity to get in on the ground floor of a fast-growing startup