Client Experience Manager

Job Summary

Driving client retention and service adoption, the full-time remote Client Experience Manager will manage a portfolio of managed services clients, acting as a strategic partner and operational liaison to enhance long-term relationships and ensure effective service delivery.

Key responsibilities

• Proactively manage client relationships, aligning service delivery with client business objectives and conducting regular engagement activities
• Identify and mitigate client risks, ensuring timely communication and resolution during service escalations
• Collaborate with internal teams to promote service adoption and identify opportunities for cross-selling and upselling additional solutions

Required qualifications

• 3-5+ years in a client-facing role such as Client Success, Account Management, or Managed Services Relationship Management
• Experience in a Managed Services Provider (MSP) environment strongly preferred
• Proven track record of managing a book of business with measurable retention and client satisfaction outcomes
• Experience leading client business reviews and escalation coordination efforts
• Background in B2B technology services, IT services, or technology consulting environments preferred