Director Of Client Experience
Manchester, NH | $90,000 - $105,000 DOE
Key Responsibilities
- Lead and develop the client experience strategy, ensuring alignment with organizational goals and driving continuous improvement initiatives.
- Oversee day-to-day client interactions, issue resolution, and escalation management to maintain high satisfaction and retention rates.
- Manage and mentor a client‑facing team, fostering a culture of accountability, collaboration, and customer‑centricity.
- Partner with Sales, Operations, Product, and Marketing to ensure client feedback informs business decisions and service enhancements.
- Develop and monitor KPIs, client satisfaction metrics, NPS scores, and retention analytics to measure program effectiveness.
- Design and implement client onboarding, success programs, and relationship management frameworks.
- Identify trends, pain points, and opportunities through data analysis and direct client engagement.
- Serve as a strategic partner to senior leadership, presenting insights and recommendations on client experience improvements.
- Build scalable processes, tools, and systems to support business growth while maintaining exceptional service quality.
Qualifications
- Bachelor's degree in Business, Marketing, Communications, or related field (MBA preferred).
- 7+ years of experience in client experience, customer success, account management, or related leadership roles.
- Proven track record managing teams and driving measurable improvements in client satisfaction and retention.
- Strong analytical skills with experience using CRM platforms, client success tools, and data analytics to inform strategy.
- Excellent communication, relationship‑building, and problem‑solving skills.
- Ability to thrive in a fast‑paced, dynamic environment and manage competing priorities.
- Experience in professional services, SaaS, healthcare, financial services, or B2B environments strongly preferred.
What's Offered
- Competitive salary: $90,000 - $105,000 depending on experience.
- Comprehensive benefits package.
- Opportunity to shape client experience strategy and make a measurable business impact.
- Collaborative, growth‑oriented work environment in Manchester, NH.