Client Experience Manager

Softrim LLC•Estero, FL

1d•Onsite

About The Position

The Client Experience Manager (CXM) serves as the bridge between Softrim and clients’ leadership teams. The role focuses on relationship orchestration, adoption, satisfaction, and retention rather than sales-focused account management or project management. The CXM owns the overall post-sale client relationship, ensuring successful adoption, ongoing satisfaction, and measurable business outcomes. They partner with clients to understand goals, translate them into actionable success plans, and coordinate internal support, technical, product, and operations resources to deliver on commitments. This is a full-time, exempt, salaried, 100% in-office position. Typical business hours are 8:00 a.m. to 5:00 p.m., Monday through Friday, excluding company-observed holidays. Travel to client locations is required as needed. The role is eligible for medical, dental, vision, life, AD&D, and disability benefits, as well as a 401(k), after an introductory period.

Requirements

Strong relationship-management and interpersonal skills, with the ability to operate confidently at operational and executive levels.
Solid understanding of technology solutions and the ability to discuss integrations and business impact without engineering-level depth.
Ability to use data storytelling to present metrics and insights in persuasive business reviews.
Business acumen and ability 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.

Nice To Haves

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

Responsibilities

Act as the primary point of contact for assigned clients and build trusted-advisor relationships with key stakeholders.
Develop and execute tailored engagement strategies aligned with client business objectives and service capabilities.
Conduct regular executive-level quarterly and monthly business reviews to demonstrate ROI, share insights, and align on future opportunities.
Drive adoption of services across client teams, monitor engagement metrics, and proactively address churn risks.
Coordinate with sales, support, technical teams, and product management to provide a seamless client experience.
Own and coordinate resolution of major client issues while maintaining positive client sentiment.
Identify upsell and expansion opportunities in collaboration with sales, without a quota-bearing sales focus.
Advocate internally for client needs and provide structured feedback to product and leadership teams.