Client Experience Manager

Net at Work

8h•$95,000 - $105,000

About The Position

At Net at Work, the Client Experience Manager (CEM) is accountable for driving retention, revenue growth, and client satisfaction across a defined book of business. Acting as a trusted advisor and strategic partner, the CEM ensures that every client maximizes the value of their investment, while expanding their relationship with Net at Work. This role blends business acumen, relationship-building, and consultative insight to increase revenue per client, expand share of wallet, and safeguard recurring revenue. While renewals and commercial close are executed by dedicated teams, the CEM directly influences these outcomes by owning the client relationship, surfacing opportunities, and ensuring a seamless experience that contributes to company growth. This is not a stepping stone to sales. It is a strategic career path designed for professionals passionate about building enduring client partnerships that deliver measurable business outcomes for both clients and Net at Work.

Requirements

3–5+ years in a client-facing role (Client Success, Account Management, or Consulting)
Proven track record managing a book of business in a B2B SaaS or technology consulting environment with measurable retention and revenue outcomes
Experience in B2B SaaS, ERP, or technology consulting environments strongly preferred
Demonstrated ability to lead value-based engagements and surface growth opportunities

Responsibilities

Client Engagement & Relationship Management
Own and proactively manage a defined book of business, with tailored engagement strategies by account tier (Tier 1: Strategic, Tier 2: Growth, Tier 3: Nurture).
Serve as a primary partner for value realization, business alignment, and client advocacy – not transactional support or sales fulfillment.
Establish trusted relationships with client stakeholders by demonstrating industry expertise, business acumen, and a relentless focus on client outcomes.
Deliver structured, cadence-based engagement (Quarterly EBRs for Tier 1, semi-annual check-ins for Tier 2, and scaled touchpoints for Tier 3).
Build and maintain value roadmaps that showcase client progress and expansion potential.
Retention & Risk Management
Protect and grow recurring revenue by proactively identifying and mitigating churn risks using health indicators, usage data, and qualitative insights.
Drive net retention and revenue preservation outcomes through client advocacy and issue resolution.
Collaborate cross-functionally to resolve escalations quickly and comprehensively. Identify and communicate proactive opportunities to reduce future issues and escalations.
Consistently deliver high CSAT/NPS by focusing on measurable client outcomes.
Growth & Revenue Enablement
Increase share of wallet by surfacing qualified expansion opportunities (new products, services, licenses).
Partner with AMs and Sales to influence expansion revenue while maintaining CEM accountability for opportunity identification and qualification.
Track and improve revenue per client by monitoring adoption, product utilization, and business alignment.
Use insight-led engagement to uncover growth signals and ensure clients are aware of the full breadth of Net at Work solutions.
Operational Excellence
Maintain up-to-date CRM records and client success platform data (health scores, sentiment, touchpoints, roadmaps).
Track and report progress against KPIs, demonstrating tangible impact on retention and growth.
Serve as a voice of the client by channeling insights into product, process, and service improvements.
Contribute to continuous improvement by championing best practices in client engagement and revenue influence.

Benefits

Health and Welfare (Medical, Dental, Vision)
Accident, Critical Illness, and Hospital Indemnity
Employee Assistance Program (EAP)
Life and AD&D Insurance
Short- and Long-Term Disability Insurance
Flexible Spending Accounts
Transportation and Parking Accounts
Health Savings Accounts (with company contribution)
Retirement Planning (401k with matching contribution)
Legal Benefits
Identity Theft Protection
Pet Insurance
Wellness Program Offerings
Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.
8 Paid Holidays per year, including 1 floating holiday.
The compensation and benefits information is accurate of the date of this posting and subject to plan eligibility. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.