Lumin Digital · 1 month ago
Manager, Client Experience
United States
Full-time
Remote
Mid, Senior Level
$180K/yr - $195K/yr
6+ years expLumin Digital is a trailblazer in digital banking solutions, driven by a unique approach to technology, service, and people. The Manager, Client Experience is responsible for cultivating relationships with financial institution clients, overseeing account executives, and ensuring client satisfaction and retention with the company's platform and services.
Financial ServicesFinTechSaaSSoftware
Responsibilities
Monitor and support the execution of account plans across the AE team, ensuring consistency in client engagement, issue resolution, and strategic delivery
Act as a senior point of contact for escalations and complex client relationships, guiding AEs through problem-solving and communication strategies
Oversee the end-to-end client renewal process, ensuring proactive engagement, strategic alignment, and coordination with internal stakeholders to drive successful contract extensions
Analyze team-wide client health metrics (adoption, satisfaction, engagement, retention) and own strategies to improve outcomes and mitigate risks
Champion account management standards and operational processes that promote accountability, efficiency, and client value delivery
Collaborate with cross-functional teams—Product, Engineering, Support, and Sales—to align on client needs, prioritize enhancements, and optimize the customer journey
Participate in internal client health reviews and drive preparation for Quarterly Business Reviews (QBRs) in partnership with AEs
Contribute to departmental planning, strategic initiatives, and reporting for CX and Delivery leadership
Lead and contribute to special projects and initiatives that advance client experience goals, support departmental innovation, or address emerging business needs
Perform other duties as assigned
Set clear expectations, offer direction, and ensure alignment with organizational goals while fostering a supportive environment that encourages collaboration, accountability, and growth
Coach, mentor, and provide training opportunities to build team members’ skills, promote internal growth, and prepare staff for future roles and responsibilities
Manage hiring, onboarding, performance evaluations, promotions, compensation, and terminations, ensuring fair and consistent application of policies and procedures
Assess team performance regularly, address gaps, and ensure duties are completed efficiently and effectively in alignment with department and organizational objectives
Qualification
Required
Six (6) years of experience in client experience, client success, or account management within a SaaS or digital environment is required
Experience managing complex client relationships and leading cross-functional collaboration to deliver business outcomes required
Experience driving client retention, expanding account value through upsells, and improving customer satisfaction metrics required
Strong leadership and relationship-building skills
Excellent communication and presentation skills and the ability to influence at all levels
Strategic mindset with strong problem-solving capabilities
Familiarity with CRM systems, customer success tools, and analytics platforms
Ability to navigate ambiguity and prioritize effectively in a fast-paced environment
Deep understanding of customer lifecycle, digital banking trends, and client engagement strategies
Passionate About Delivering Exceptional Customer Experiences
Comfortable leading through change, focusing on continuous improvement and scalable process design
Preferred
Bachelor's Degree preferred
Experience in financial services, digital banking, or fintech strongly preferred
Company
Lumin Digital
Lumin Digital provides cloud-native digital banking solutions, helping financial institutions enhance user experience and engagement.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$260M2026-01-02Undisclosed· $25M
2025-03-26Undisclosed· $75M
2024-12-02Private Equity· $160M
Leadership Team
Jeff Chambers
Founder & CEO
Lisa Sutton
Chief Talent Officer
Recent News
2025-12-16
Company data provided by crunchbase