Customer Experience Manager

We’re hiring a Manager of Customer Experience to own and elevate the client journey end-to-end — from onboarding through ongoing service — and turn it into a predictable, proactive, white-glove experience.

This is not a player-coach role.

This leader builds and enforces the systems that define how clients experience our company: communication, expectations, handoffs, and service quality.

This role reports to the VP of Operations.

What You’ll Do

• Design and standardize the end-to-end client journey
• Lead, coach, and develop Account Managers and Project Managers
• Set and enforce white-glove communication and service standards
• Strengthen Sales ? PM ? AM ? Fulfillment handoffs
• Monitor client health, satisfaction, and risk
• Intervene early to prevent escalations and churn
• Build SOPs, playbooks, and scalable CX systems
• Provide leadership visibility into client experience performance

The Team You’ll Lead

• Account Manager & Project Managers = 8 total

Who We’re Looking For

• 7–12+ years in Account Management, Project Management, CX, or Client Success
• Proven leadership of client-facing teams
• Strong track record improving retention and satisfaction
• Experience building systems (not just maintaining them)
• High EQ, high accountability, and strong operational discipline
• Agency experience strongly preferred (legal or home-services a plus)

Why This Role Matters

This role is the heartbeat of our client experience. The right leader will turn CX into a true brand differentiator and help scale a white-glove service model into 2026 and beyond.