Open Late Collective · 16 hours ago
CX Account Manager
United States
Contract
Remote
Mid Level
3+ years expOpen Late Collective is a CX and retention collective for modern consumer brands. The CX Account Manager will own client relationships, ensuring satisfaction and overseeing the delivery of CX projects while collaborating with internal teams to achieve high-quality outcomes.
Business Consulting and Services
Responsibilities
Own client relationships and drive satisfaction • Own CX client relationships and serve as the senior liaison between clients and the CX team
Ensure success and satisfaction across accounts through clear communication, regular client updates, and leading monthly and quarterly reviews
Run client meetings with agendas, decisions, and clear next steps
Handle feedback and shifting priorities with composure, clarity, and backbone
Oversee delivery across CX + retention work-streams • Oversee delivery of CX projects and operations so deliverables are on time, accurate, and aligned with client goals
Prepare, review, and present analytics and insights to clients in collaboration with the CX Solutions Lead
Maintain a single source of truth per account (what’s happening, what’s next, what’s blocked, and who owns what)
Keep the team advised of progress and provide written updates/reports when requested
Lead internal execution and accountability • Provide leadership, guidance, and accountability to the CX Solutions Lead and CX Agent Lead to ensure internal priorities and performance expectations align to client needs
Work with the CX Solutions Lead to ensure systems and processes are set up and maintained (including system configuration, playbooks, and SOPs)
Work with the CX Agent Lead to ensure operational excellence across the support queue, agent performance, and training
Flag risk early (scope creep, timeline slips, capacity constraints) and propose solutions before problems become fires
Manage multiple brands with clarity, consistency, and composure
Create clarity quickly and consistently (internally and with clients)
Communicate cleanly in writing (recaps, decisions, action items, plans)
Protect scope and capacity — you know when to push back, reset expectations, or escalate
Take ownership when something misses, then fix the system so it doesn’t repeat
Qualification
Required
3+ years in CX, retention/lifecycle, customer success, or account management (agency or fractional experience is a plus)
Proven ability to manage multiple stakeholders, deadlines, and workstreams simultaneously
Strong written communication and meeting leadership skills
Comfort presenting insights, performance, and recommendations to clients
You've worked in CX and/or retention and understand the work (not just project-managing it)
You're interested in customer success and client outcomes, not just tasks
You're organized, proactive, and consistent — people trust you because you follow through
You're a strong communicator who can turn complexity into a clear plan
You like autonomy and take pride in running things well
Preferred
eCommerce and/or subscription brand experience
Familiarity with tools like Shopify, Gorgias/Zendesk, Klaviyo, Attentive, etc
Comfort with CX and retention KPIs (CSAT, contact rate, repeat rate, churn, LTV, etc.)
Experience building processes, templates, and operating cadences
Company
Open Late Collective
Empower Your Brand Journey with Open Late Collective - Where Marketing Excellence Meets Innovation! 🌐✨
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase