Client Experience Manager

Paladin; Chicago (IL); On-site; USD 70,000 - 110,000; Full time

Job summary

Paladin is seeking a Client Experience Manager to own the end-to-end client journey for named enterprise accounts, from onboarding to renewal. You will coordinate CX programs, train users, and collaborate with Sales to pilot new initiatives in a fast-growing SaaS environment.

You will build trusted advisor relationships, expand revenue through upsell, advocate for clients across departments, and help maintain HubSpot and Intercom usage with clear guidelines.

Qualifications

• 3+ years in account management with a focus on professional services.
• Excellent project management expertise and ability to manage multiple projects.
• Outstanding written and verbal communication skills.
• Ability to influence stakeholders at all levels.
• Experience delivering client-focused solutions in SaaS.
• Experience with demos and training is preferred.
• CRM systems experience is a plus.

Responsibilities

• Develop trusted advisor relationships with assigned accounts and manage the client lifecycle.
• Lead onboarding and launch, including pilots with Sales for assigned accounts.
• Support CXO/Director on accounts with training and setup projects.
• Advocate for clients across departments to complete projects and requests.
• Maintain client accounts in internal systems and update records.
• Provide platform training to stakeholders, linking Paladin value to pro bono programs.
• Grow revenue through expansion and upsell opportunities.
• Aim for outcomes like reduced churn and higher product adoption.
• Collaborate with CXO/Director to manage tools (HubSpot, Intercom) with clear guidelines.
• Help implement CX programs and keep HubSpot usage current.

Skills

Account management

Project management

Client relationship management

Communication skills

SaaS experience

Presentation skills

Negotiation

Tools

HubSpot

Intercom

CRM software

Salesforce

Job description

The Client Experience Manager has a combined focus of managing relationships with specific clients and coordinating and implementing a variety of CX programs and infrastructure.Client-facing activities with named enterprise accounts covers owning the client journey from launch phase and onboarding to ongoing support/training, proactive engagement, renewal, and expansion.

Key Responsibilities

• Develop a trusted advisor relationship with assigned accounts, ensuring all activities are closely aligned with the client’s primary use cases while anticipating and resolving issues, and seamlessly project managing through all phases of the client lifecycle.
• Lead onboarding and launch of assigned accounts, including collaborating with Sales Team to lead pilots for assigned accounts.
• Periodically support the CXO and Director of Client Success on their accounts, including one-off training, account set-up, and other projects.
• Act as client advocate for assigned accounts, working cross-departmentally with internal teams to successfully complete client projects and requests.
• Work within internal systemsto create and update client accounts.
• Provide platform training to key stakeholders and end-users, connecting the value of Paladin to pro bono programs.
• Expand revenue in accounts through expansion and up-sell opportunities.
• Achieve client success outcomes including reduced customer churn, revenue expansion, opportunity identification, renewals, higher client product adoption, client satisfaction, and overall client health.
• Work with the CXO/Director of Client Success to manage our use of tools (Hubspot, Intercom, etc.), ensuring they are leveraged and that we have accompanyingteam guidelines and documentation.
• Help implement programs and initiatives, maintain and help build our usage of Hubspot, as well as ensure our help articles and resources are always current.

Ideal Work Experience and Skills

• 3+ years’ experience in account management with a focus on the legal industry or other professional services industries (B2B SaaS experience preferred).
• Excellent project management expertise and experience, with proven ability to manage multiple projects at a time, while maintaining sharp attention to detail.
• Outstanding communication skills, both written and verbal.
• Ability to communicate with, present to, and influence key stakeholders at all levels of an organization.
• Superb personal organizational skills to ensure all client commitments are met.
• Experience delivering client-focused solutions to customer needs.
• Flexible and willing to adapt in a fast-paced, high-growth environment.
• Excellent listening, negotiation, and presentation skills.
• Experience in SaaS environment and providing demos and training preferred.
• Experience with customer relationship management systems a plus.