Customer Experience Leader: Onboarding to Retention

CAMS (Community Association Management Services); Myrtle Beach (SC); Hybrid; USD 75,000 - 105,000; Full time

Benefits offered by this job

Paid Time Off

Company Paid Holidays

Comprehensive medical, dental, and vis

401(k)

Life Insurance

Short-term Disability

Long-term Disability

Hospital Indemnity

Accident coverage

Critical Illness coverage

Employee Assistance Program

Job summary

CAMS (Community Association Management Services) is seeking a Customer Experience Manager to lead end-to-end client journeys, from onboarding to long-term partnerships. You will partner with Sales, Transitions, Operations, and Marketing to ensure a consistent, high-quality experience across associations and acquisitions.

The role emphasizes measuring customer health, driving retention, and applying data-driven insights to improve service delivery.

Qualifications

• ,Bachelor’s degree or equivalent experience required or preferred.
• 5+ years in customer experience, client success, operations, or service management.
• Experience leading a team and cross-functional initiatives.
• Experience using customer feedback and operational data to drive improvement.
• HOA/property management or service industry experience preferred.

Responsibilities

• Own and continuously improve the end-to-end customer journey from contract signing through long-term partnership.
• Assist with onboarding processes and customer readiness throughout transition and implementation.
• Develop and maintain customer journey maps and customer health scoring methodologies.
• Conduct periodic audits of customer interactions and service delivery activities.
• Serve as the champion for customer-centric decision making and support strategic initiatives.

Skills

Customer service

Presentation skills

Communication

Data analysis

Project management

Cross-functional collaboration

Education

Bachelor’s degree or equivalent experience

5+ years in customer experience or related field

Tools

Dashboard tools

Job description

CAMS (Community Association Management Services) is seeking a Customer Experience Manager to lead end-to-end client journeys, from onboarding to long-term partnerships. You will partner with Sales, Transitions, Operations, and Marketing to ensure a consistent, high-quality experience across associations and acquisitions.

The role emphasizes measuring customer health, driving retention, and applying data-driven insights to improve service delivery.