Client Experience Manager

Softrim LLC•Estero, FL

2d•Onsite

About The Position

The Client Experience Manager (CXM) serves as the bridge between Softrim and clients’ leadership teams, owning the post-sale client relationship to support successful adoption, ongoing satisfaction, retention, and measurable business outcomes. The role combines strategy, relationship-building, and coordination. The CXM works with clients to understand their goals, translate them into actionable success plans, and coordinate internal support, technical, product, and operations resources to fulfill commitments. The position is full-time, exempt, and 100% in-office, with typical business hours from 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 and 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 package metrics and insights into 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.
Ability to 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 ability to coach and lead.
Professionalism, leadership, discretion, and good judgment in interactions with coworkers, 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 that align service capabilities with client business objectives.
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 the resolution of major client issues while maintaining positive client sentiment.
Identify upsell and expansion opportunities in collaboration with sales, without carrying a sales quota.
Advocate internally for client needs and provide structured feedback to product and leadership teams.