Client Experience Lead — Managed Services & Growth

Net at Work; United States; Remote; USD 75,000 - 95,000; Full time

Benefits offered by this job

Health and Welfare (Medical, Dental, V

401k with matching contribution

Paid Time Off

Job summary

Net at Work is hiring a Client Experience Manager (CEM) for Managed Services to drive client retention, adoption, and long-term relationship growth across a defined portfolio. You will act as a strategic partner with clients, Service Delivery Managers, and Support leadership to ensure alignment, proactive communication, and effective escalation management.

The CEM serves as the primary relationship owner for assigned accounts, focusing on maximizing value, protecting recurring revenue, and

Qualifications

• 3–5+ years in a client-facing role such as Client Success, Account Management, Technical Account Management, Managed Services Relationship Management, or Consulting.
• Experience supporting clients within a MSP or recurring technology services environment preferred.
• Proven track record managing a book of business with measurable retention, client satisfaction, and revenue preservation outcomes.
• Experience leading client business reviews, service reviews, and escalation coordination.
• Experience in B2B technology services, ERP, cloud, cybersecurity, or tech consulting environments preferred.

Responsibilities

• Own and proactively manage a defined book of Managed Services clients, with engagement strategies aligned to account tiering and client needs.
• Build and maintain strong relationships with IT leaders, operational stakeholders, and executive contacts.
• Lead structured client engagement cadences including Quarterly Business Reviews (QBRs), service reviews, and planning discussions.
• Partner with Service Delivery Managers, Support leadership, and internal teams to ensure alignment and client advocacy.
• Develop and maintain account and service strategy plans that support retention, service adoption, and long‑term growth.
• Protect and grow recurring revenue by identifying and mitigating client risks and relationship challenges.
• Monitor client health indicators, service engagement trends, and feedback to identify retention risks early.
• Coordinate cross-functional response during service escalations for timely resolution.
• Act as the voice of the client to drive improved service experiences and operational excellence.
• Drive client satisfaction by ensuring clients feel supported, informed, and aligned throughout their engagement.

Skills

Client champion

Problem solver

Executive presence

Relationship management

Communication

CRM systems

Tools

CRM software

Job description

Net at Work is hiring a Client Experience Manager (CEM) for Managed Services to drive client retention, adoption, and long-term relationship growth across a defined portfolio. You will act as a strategic partner with clients, Service Delivery Managers, and Support leadership to ensure alignment, proactive communication, and effective escalation management.

The CEM serves as the primary relationship owner for assigned accounts, focusing on maximizing value, protecting recurring revenue, and