Customer Experience Architect

Socket.dev; Wilmington (NC); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Paid Time Off

Company Paid Holidays

Medical, dental, and vision plans

401(k)

Life Insurance

Short-term Disability

Long-term Disability

Hospital Indemnity

Accident coverage

Critical Illness coverage

Employee Assistance Program

Job summary

CAMS, a fast-growing HOA management company, is seeking a Customer Experience Manager to optimize the full client lifecycle, from onboarding to renewal, and to champion the voice of the customer across the organization. You will partner with Sales, Transitions, Operations and Marketing to ensure high-quality experiences, measure health, drive retention, and guide strategic initiatives.

This full-time hybrid role offers a collaborative culture, opportunities to influence across regions, and a

Qualifications

• Bachelor's degree or equivalent experience preferred.
• 5+ years in customer experience, client success, operations, or service management.
• Experience leading teams including Community Support and Transitions.
• Strong cross-functional leadership and data-driven improvement.
• Experience in HOA management, property management, or service industries preferred.

Responsibilities

• Own end-to-end customer journey from contract to long-term partnership.
• Identify pain points and moments that matter throughout lifecycle.
• Collaborate with Sales, Operations, Marketing to ensure consistent service.
• Define standards and success metrics for each stage of the journey.
• Monitor health, retention, and transition indicators.
• Lead quality audits and coach teams to improve service.

Skills

Customer service

Communication

Project management

Cross-functional collaboration

Education

Bachelor's degree

Tools

Dashboard tools

Reporting tools

Job description

CAMS, a fast-growing HOA management company, is seeking a Customer Experience Manager to optimize the full client lifecycle, from onboarding to renewal, and to champion the voice of the customer across the organization. You will partner with Sales, Transitions, Operations and Marketing to ensure high-quality experiences, measure health, drive retention, and guide strategic initiatives.

This full-time hybrid role offers a collaborative culture, opportunities to influence across regions, and a