Client Experience Leader: Build & Scale a Stellar CX Team

ShipMonk; Fort Worth (TX); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Competitive Salary + Bonus

Health, Dental, Vision + 401k with Map

Company Events, Wellness Programs &amp

Job summary

ShipMonk is seeking a Client Experience Manager to lead a high-performing CX team in Louisville, KY. You will own service metrics, coach staff, and collaborate with Onboarding, Merchant Success, and Operations to ensure a seamless client journey.

You'll drive performance through dashboards, regular feedback, and structured development plans while maintaining a focus on customer value and scale.

Qualifications

• 3–5 years managing customer-facing teams in logistics, eCommerce, SaaS, or B2B services.
• Track record of owning and improving CSAT, case resolution, and other CX metrics.
• Strong written and verbal communication skills; coach and scale individual contributors.
• Experience coaching and developing teams in high-growth environments.
• Bonus points for experience with 3PLs or high-growth startups.

Responsibilities

• Own daily, weekly, and monthly CX metrics for the team (CSAT, first contact resolution, etc.).
• Leverage dashboards and 1:1 coaching to drive continuous improvement.
• Lead daily stand-ups, monthly reviews, and quarterly performance planning.
• Train and develop team members; set clear goals and development paths.
• Serve as escalation point for complex client issues; partner with Onboarding and Operations.

Skills

Customer experience management

CX metrics ownership

Coaching and scaling

Excellent communication

Leadership in fast-growth environments

Tools

Salesforce

Gorgias

Intercom

Zendesk

Job description

ShipMonk is seeking a Client Experience Manager to lead a high-performing CX team in Louisville, KY. You will own service metrics, coach staff, and collaborate with Onboarding, Merchant Success, and Operations to ensure a seamless client journey.

You'll drive performance through dashboards, regular feedback, and structured development plans while maintaining a focus on customer value and scale.