Client Success & Adoption Lead

Softrim LLC; Estero (FL); On-site; USD 70,000 - 110,000; Full time

Job summary

Softrim LLC is seeking a Client Experience Manager (CXM) to bridge Softrim with client leadership teams, focusing on adoption, satisfaction, and measurable business outcomes. The CXM serves as strategist, relationship-builder, and coordinator, translating client goals into actionable success plans and orchestrating resources across support, product, and operations.

In this role you will own client relationships, plan engagement strategies, conduct executive reviews, monitor adoption, and

Qualifications

• Strong relationship management and interpersonal skills; able to operate confidently at both operational and executive levels.
• Solid understanding of technology solutions, able to discuss integration and business impact.
• Storytelling with data: able to package metrics and insights into persuasive business reviews.
• Business acumen: able to connect technical capabilities to client outcomes.
• Travel to client locations as needed.

Responsibilities

• Client Relationship Ownership: Act as the primary point of contact for assigned clients, building trusted advisor status with key stakeholders.
• Engagement Planning: Develop and execute tailored engagement strategies that align service capabilities with client business objectives.
• Business Reviews: Conduct regular executive-level check-ins (QBRs/MBRs) to demonstrate ROI, share insights, and align on future opportunities.
• Adoption & Retention: Drive service adoption across client teams; monitor engagement metrics and proactively address risks of churn.
• Cross-Functional Coordination: Partner with sales, support, technical teams, and product management to ensure seamless client experience.
• Issue Escalation Management: Own and coordinate resolution of major client issues while maintaining positive client sentiment.
• Growth Support: Identify upsell or expansion opportunities in collaboration with sales, but without a quota-bearing sales focus.
• Voice of the Customer: Advocate for client needs internally; provide structured feedback to product and leadership teams.

Skills

Relationship management

Interpersonal skills

Storytelling with data

Business acumen

Travel

Education

Bachelor’s degree or higher in a related field

Tools

CRM software

Analytics/BI tools

Job description

Softrim LLC is seeking a Client Experience Manager (CXM) to bridge Softrim with client leadership teams, focusing on adoption, satisfaction, and measurable business outcomes. The CXM serves as strategist, relationship-builder, and coordinator, translating client goals into actionable success plans and orchestrating resources across support, product, and operations.

In this role you will own client relationships, plan engagement strategies, conduct executive reviews, monitor adoption, and