Manager, Client Experience

Net at Work

77d • $105,000 - $125,000

About The Position

The Manager, Client Experience is a people leader responsible for guiding, developing, and enabling a team of Client Experience Managers (CEMs) to deliver extraordinary outcomes for Net at Work’s clients. This role plays a critical part in our CX transformation by ensuring team performance against key retention, engagement, and growth metrics while fostering a culture of client centricity and cross-functional collaboration. The Manager serves as both coach and escalation leader: empowering CEMs to build trusted advisor relationships, while personally stepping in to resolve complex client issues. Acting as a connector across Sales, Consulting, Support, and Operations, this role ensures our clients consistently experience value, advocacy, and strategic alignment.

Requirements

• 5+ years in a Customer Success, Account Management, or Consulting leadership role, with experience managing client-facing professionals.
• Proven track record of delivering against retention, expansion, and engagement metrics.
• Demonstrated success managing escalations and influencing executive-level stakeholders.
• Strong collaboration skills across multiple business units in a complex organization.
• Proficiency with CRM systems (Dynamics preferred) and curiosity around emerging CX tools.

Responsibilities

• Lead and manage a team of CEMs across all account tiers and business units.
• Conduct weekly 1:1’s with each team member, balancing coaching, accountability, and career development.
• Foster a culture of Client Champion values, emphasizing proactive engagement, value delivery, and trusted relationships.
• Mentor both seasoned and developing CEMs, tailoring support to their career stage and skill level.
• Ensure team adherence to engagement cadences (100% touchpoints quarterly, 100% EBR completion).
• Drive accountability by monitoring KPIs and proactively addressing performance gaps.
• Analyze and report on team performance data to share insights, identify opportunities for improvement, and guide upskilling efforts.
• Partner with the Director, Client Experience to translate strategy into scalable execution.
• Maintain alignment with CX strategy and serve as advocates for Client Champion values.
• Serve as a critical point of escalation for high-risk or complex client situations.
• Own resolution paths by partnering cross-functionally with Support, Sales, Billing, and Practice Leads.
• Ensure risks are flagged, tracked, and actively managed within Dynamics, holding the team accountable for consistent use of systems and tools, with clear action plans for recovery.
• Act as an advocate for the voice of the client, escalating themes and trends to leadership.
• Partner closely with Sales and Account Management to ensure seamless handoff and collaboration on expansion opportunities.
• Collaborate with Practice Directors, Consulting Managers, and Marketing to support surveys, client campaigns, and enablement initiatives.
• Contribute to CX strategy evolution by sharing VOC insights, client trend analysis, and process improvement recommendations.

Benefits

• Base salary range: $105,000 to $125,000.
• Eligible for a bonus in accordance with the terms of the Company's plan.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Bachelor's degree
• Number of Employees: 51-100 employees