Customer Experience Manager

Casap Technologies, Inc.; New York (NY); Hybrid; USD 70,000 - 90,000; Full time

Job summary

Casap Technologies, Inc. is hiring a Client Experience Manager who will own the post-onboarding client experience. This hybrid role involves supporting clients from the New York office, focusing on both resolving issues and proactive engagement.

The ideal candidate will possess strong problem-solving abilities, excellent communication skills, and a desire to build relationships with clients. You will work closely with teams across engineering to ensure client satisfaction and drive successful outcomes.

Qualifications

• Eager to become a subject-matter expert in the product.
• Strong problem-solving skills with a structured approach.
• Excellent written communicator for complex issues.
• Comfortable in an early-stage environment.
• Professional composure in high-stakes situations.

Responsibilities

• Own the support queue end to end for all clients.
• Investigate and reproduce client-reported issues.
• Collaborate with engineering to provide detailed feedback.
• Treat recurring challenges as programs to be solved.
• Generate insights from patterns in client tickets.
• Deliver client training and documentation.
• Maintain proactive engagement with clients through meetings.

Skills

Problem-solving skills

Written communication

Client training

Proactive engagement

Job description

Location(s)

This is a hybrid role based out of our San Francisco, CA or New York, NY office. Our team works in-office time on Mondays, Wednesdays, and Fridays.

About the Role

As a Client Experience Manager, you are the accountable owner of the post-onboarding client experience. The role thrives inside the product, investigating real issues, and resolving them with precision. It is equal parts reactive and proactive: you own the support queue, treat recurring problems as programs to solve, and act as the trusted face for clients across multi-year relationships.

This role is ideal for someone who is naturally inquisitive, a great problem solver, and an empathetic communicator, just as comfortable digging through logs as presenting outcomes to a client's leadership team.

What You'll Do

• Client Support: Own the support queue end to end. Triage, respond, resolve, and track issues to closure across every organization we serve.
• Issue Investigation: Reproduce client-reported issues and research logs to root cause before escalating.
• Partnership: Hand off to engineering and product with clean, reproducible, high-signal detail, including steps, logs, expected versus actual behavior, and impact.
• Own Outcomes, Not Just Tickets: Treat recurring client challenges as programs to be solved. Define scope, align internal stakeholders, and deliver durable solutions rather than one‑off fixes.
• Insight Generation: Synthesize patterns across tickets into clear themes and recommendations on a regular cadence.
• Client Training: Deliver enablement sessions, feature walkthroughs, and best‑practice guidance, and build the documentation and runbooks that prevent repeat questions.
• Implementation Support: Partner with the implementation team during onboarding to train clients and help new users get fluent quickly.
• Proactive Engagement: Stay ahead of clients through a regular meeting cadence, weekly or biweekly as needed, plus follow‑up as needed.

What You’ve Done

• Eager to become a subject‑matter expert in the product and disputes, and quick to ramp on hard domains.
• Strong problem‑solving skills with a structured approach to breaking down problems.
• An excellent written communicator who can make a complex dispute issue legible to clients and teammates.
• Comfortable in an early‑stage environment, building process while doing the work.
• Great presence and professional composure, especially when an issue is live and the stakes are high.