Customer Experience (CX)Manager

Are you passionate about turning customer insights into meaningful business results? As a Customer Experience Manager, you’ll take the lead in shaping outstanding client journeys, driving satisfaction, loyalty, and revenue growth all at once.

In this role, you’ll partner closely with Sales and cross-functional teams to build strategic account plans, uncover growth opportunities, and deliver data-driven insights that elevate the customer experience. You’ll be the voice of the customer, championing their needs, strengthening relationships, and ensuring every interaction is seamless, valuable, and memorable.

We’re looking for a relationship-focused, data-savvy leader who thrives on collaboration, embraces continuous improvement, and is energized by making a measurable impact. If you enjoy solving complex challenges, influencing strategy, and creating lasting customer success, this is your opportunity to shine.

Make your mark by transforming customer experiences into long-term success, for both clients and the business

This role is remote and you must live in the listed states to be eligible for hire: AZ , AL, AR, KA, MD, OK, WA, WV, WS, FL, GA, IL, LA, MA, MN, NE, NH, NB, NY, NJ, NC, OH, PA, RI, SC, TN, TX, VA,VT

OBJECTIVE

The Customer Experience Manager leads the strategic development and implementation of initiatives to enhance customer satisfaction, drive revenue growth, and ensure client retention. This role develops and executes strategic account plans, delivers structured business reviews, and mobilizes internal teams to create seamless and positive customer experiences. Partnering with Strategic Sales Leaders, the Customer Experience Manager is accountable for the ongoing management and development of key client relationships, requiring a relationship-focused leader with a passion for customer obsession and advocacy, capable of translating customer insights into actionable strategies that contribute to overall business success.

PRIMARY JOB DUTIES

1. Drive revenue growth and maximize client retention
   • Contribute to top-line revenue growth in collaboration with Sales by driving upsell/cross-sell opportunities.
   • Serve as a proactive change agent to strategically identify and implement improvements to enhance client experience, contributing to increased client retention, repeat business and customer lifetime value.

1. Develop and implement exceptional customer experience strategies
   • Take ownership of developing and managing account plans that directly support increasing strategic account growth, ensuring alignment with defined key results.
   • Establish and manage a structured business review process (annual, quarterly, monthly, weekly) focused on customer experience metrics, to monitor customer experience performance, identify key opportunities, mitigate risk and attrition, and ensure alignment with the organization’s key results for proactive customer experience management.

1. Transform customer experience insights into value
   • Monitor and analyze key customer experience metrics/KPIs related to satisfaction, retention, and loyalty (e.g., NPS, CSAT, churn rate) to identify trends, patterns, and areas for improvement.
   • Develop and deliver regular, data-driven reports to stakeholders, providing clear and actionable insights that inform strategic decisions and drive continuous enhancements to the customer experience.

1. Enable cross-functional customer success within the organization
   • Champion customer success by leveraging necessary resources from various departments to ensure the timely and effective execution of customer success initiatives and resolution of critical customer issues.
   • Cultivate and maintain strong interdepartmental relationships to foster proactive communication, strategic alignment on customer goals, and the development of collaborative solutions for long-term customer success.
   • Collaborate with Sales and Onboarding teams to ensure a seamless customer handoff, facilitating a positive initial experience and setting the stage for long-term success.
   • Ensure internal teams adhere to service level expectations and terms of commercial agreements, resolving customer inquiries and disputes in accordance with contractual obligations.

1. Performance and professional growth
   • Actively participate in regular performance reviews, providing and receiving constructive feedback to drive continuous improvement and achieve personal and team goals.
   • Collaboratively develop and execute personalized professional development plans, focusing on enhancing relevant skills and expanding expertise to advance career trajectory.
   • Champion the development of our customer experience team; play a key role when required in nurturing and training emerging team members, ensuring the team's continued success and growth.

SECONDARY JOB DUTIES

• Maintain a current understanding of marketing assets and brand collateral to ensure seamless customer experiences.
• Contribute to the creation, development, and maintenance of customer-facing knowledge bases, training materials, and documentation.
• Collaborate with sales, marketing, and solutioning teams by providing customer insights to inform strategy, customer roadmap, and best practices.
• Participate in process improvement initiatives, supporting the development of customer success playbooks and the streamlining of customer success workflows.
• Engage in continuous learning by staying up-to-date on industry trends and best practices, contributing to internal knowledge sharing and professional development.
• Support team capabilities by training and coaching colleagues on specific processes, systems, or best practices.

SUPERVISORY RESPONSIBILITY

This position has no supervisory responsibilities

WORK HOURS

It is essential that this position adhere to the assigned work schedule. This is a full-time position: Monday through Friday, between the hours of 8:00am to 5:00pm EST/EDT, subject to change with advanced notice. Schedules and hours required vary by region, department, client, and/or team. Schedules will be assigned on an individual basis by the manager/supervisor of the position. This position may be required to work off-hours to accommodate time zones.

TRAVEL

No travel is expected for this position

REQUIRED EDUCATION AND EXPERIENCE

High school Diploma or GED and 2+ years’ experience in customer or client experience type of role, or equivalent combination of education and experience.

Proven experience in client management, order-to-cash, receivables management, or financial services. 

Experience managing clients in a B2B commercial or global setting is preferred.

FLUENCY

This position requires fluency in the English language.

ADDITIONAL ELIGIBILITY REQUIREMENTS/RESPONSIBILITIES/QUALIFICATIONS

None required for this position

WORK ENVIRONMENT

This job operates in a remote work environment. This role may routinely use standard office equipment such as computers, headsets, telephones, webcams, and related. The noise level in the work environment noise level will vary based on the individual’s remote work environment.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to talk and hear and work with others through verbal and written contact. This is a largely sedentary role; however the employee is occasionally required to stand, walk, use hands, and reach with hands and arms. Specific vision abilities required by this job include general seeing and close vision. Repetitive motion is frequently required through typing and computer mouse usage. Mental requirements include simple and complex reading, simple and complex writing, memorization, analyzation, perception/comprehension, decision making, planning, independent action, and planning.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

EEO STATEMENT

Cadex provides equal employment opportunities to all employees without regard to race, color, creed, religion, sex, age, national origin, disability, marital status, familial status, predisposing genetic characteristics, domestic violence victim status, gender identity or expression, pregnancy, sexual orientation or military status.

COMPETENCIES

1. Excellent communication and interpersonal skills, fostering positive interactions and clearly conveying information to both customers and internal stakeholders.
2. Patience and empathy in effectively managing stressful or ambiguous situations, maintaining composure and achieving successful resolutions.
3. Strong customer-centric competencies, including advocacy, relationship management, problem-solving, and effective communication, to champion customer needs and drive positive experiences.
4. Drive impactful partnerships with clients by demonstrating cultural understanding and awareness.
5. Strong problem-solving and critical thinking abilities, effectively analyzing complex issues and proactively mitigating potential challenges.
6. Excels in cross-functional collaboration and business acumen, effectively partnering with internal teams and aligning customer success initiatives with overall customer experience team objectives.
7. Strong project management, organizational skills, and adaptability, consistently delivering results and embracing continuous learning.
8. Robust data analysis and reporting skills, translating raw data into actionable insights and creating clear, concise reports for stakeholders.
9. Proficient in utilizing CRM platforms, customer analytics and data visualization tools, customer feedback and survey tools, and communication software to manage customer interactions, analyze data, and optimize the customer experience. Excels in using MS Office 365 product suite.