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Net at Work · 1 day ago

Client Experience Manager

United States

Full-time

Remote

Mid Level

$95K/yr - $105K/yr

3+ years exp

Net at Work is one of North America’s largest technology advisors and solution providers for small and mid-size businesses. The Client Experience Manager is responsible for driving retention, revenue growth, and client satisfaction across a defined book of business while acting as a trusted advisor and strategic partner to clients.

ConsultingCRMSoftware

Responsibilities

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

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

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

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

Qualification

Client Success ManagementB2B SaaS ExperienceAccount ManagementConsultative InsightCRM ProficiencyAnalytical SkillsRelationship BuildingProblem SolvingTeam Collaboration