Customer Experience Manager

Socket.dev

Wilmington (NC)

Hybrid

USD 90,000 - 130,000

Full time

14 days+

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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

Are you looking to join a company that values a supportive culture, inclusion, growth, and the ability to work in and out of the office on a flexible basis? CAMS (Community Association Management Services), one of the fastest-growing HOA management companies in the southeastern US and a certified Great Place to Work®, was founded on the simple idea that people and relationships come first, and this idea is at the core of everything we do. At CAMS, you will be immersed in a technologically advanced and team-oriented company.

The Customer Experience Manager is responsible for overseeing and optimizing the complete customer journey for CAMS clients, from initial onboarding through long-term partnership and renewal. This role serves as the voice of the customer throughout the organization, ensuring that customer needs, feedback, and experiences are reflected in operational processes, service delivery, technology solutions, and strategic initiatives.

The Customer Experience Manager collaborates with Sales, Transitions, Operations, Regional Leadership, Community Managers, Customer Support, Accounting, and Marketing to create a consistent, high-quality customer experience across all stages of the client lifecycle. The position is responsible for measuring customer health, identifying opportunities for improvement, driving retention initiatives, and ensuring smooth transitions throughout the customer relationship.

Responsibilities:

Customer Journey Management

Own and continuously improve the end-to-end customer journey from contract signing through long-term partnership.
Identify customer pain points and moments that matter throughout the customer lifecycle.
Partner with operational leaders to improve customer touchpoints and service consistency.
Establish standards and success metrics for each stage of the customer journey.

Client Onboarding Experience

Own the customer’s first impressions once Sales team hands-off.
Assist with, support and monitor onboarding processes and customer readiness throughout transition and implementation.
Partner with the Transitions Team, Sales Team, and Operations Leadership to improve onboarding outcomes.
Analyze onboarding feedback and identify opportunities to improve customer adoption and satisfaction.
Track onboarding success metrics and long-term performance of newly onboarded associations or acquisitions (tuck-unders).

Customer Health & Retention

Develop and maintain customer journey maps and customer health scoring methodologies for associations, board members, homeowners, and other key stakeholders.
Implement, support, monitor and carry-out client touch-points; ongoing and at key moments in the journey e.g. board transition, CM transition, developer transition
Monitor indicators of customer satisfaction, engagement, risk, and retention.

Quality Assurance & Service Excellence

Conduct periodic audits of customer interactions and service delivery activities.
Evaluate adherence to CAMS service standards and customer experience expectations.
Identify coaching and training opportunities based on customer data and feedback.
Partner with operational leaders to address recurring service issues.
Recommend enhancements to improve consistency and quality across regions.

Strategic Leadership

Serve as the organizational champion for customer-centric decision making.
Provide customer-impact assessments for operational, technology, and policy changes.
Participate in strategic initiatives, acquisitions, integrations, and organizational improvement projects.
Support executive leadership with customer experience insights and recommendations.

Qualifications

Education & Experience

Bachelor's degree or equivalent experience preferred.
5+ years of experience in customer experience, client success, operations, or service management.
Experience leading a team. This position will manage the Community Support Team, Transitions team and other customer success team members.
Experience leading cross-functional initiatives.
Experience using customer feedback and operational data to drive improvement.
HOA management, property management, or service industry experience preferred.

Knowledge, Skills & Abilities