Enterprise Client Experience Lead - Onboarding & Growth

Paladin; Chicago (IL); On-site; USD 70,000 - 110,000; Full time

Job summary

Paladin is seeking a Client Experience Manager to own the end-to-end client journey for named enterprise accounts, from onboarding to renewal. You will coordinate CX programs, train users, and collaborate with Sales to pilot new initiatives in a fast-growing SaaS environment.

You will build trusted advisor relationships, expand revenue through upsell, advocate for clients across departments, and help maintain HubSpot and Intercom usage with clear guidelines.

Qualifications

• 3+ years in account management with a focus on professional services.
• Excellent project management expertise and ability to manage multiple projects.
• Outstanding written and verbal communication skills.
• Ability to influence stakeholders at all levels.
• Experience delivering client-focused solutions in SaaS.
• Experience with demos and training is preferred.
• CRM systems experience is a plus.

Responsibilities

• Develop trusted advisor relationships with assigned accounts and manage the client lifecycle.
• Lead onboarding and launch, including pilots with Sales for assigned accounts.
• Support CXO/Director on accounts with training and setup projects.
• Advocate for clients across departments to complete projects and requests.
• Maintain client accounts in internal systems and update records.
• Provide platform training to stakeholders, linking Paladin value to pro bono programs.
• Grow revenue through expansion and upsell opportunities.
• Aim for outcomes like reduced churn and higher product adoption.
• Collaborate with CXO/Director to manage tools (HubSpot, Intercom) with clear guidelines.
• Help implement CX programs and keep HubSpot usage current.

Skills

Account management

Project management

Client relationship management

Communication skills

SaaS experience

Presentation skills

Negotiation

Tools

HubSpot

Intercom

CRM software

Salesforce

Job description

Paladin is seeking a Client Experience Manager to own the end-to-end client journey for named enterprise accounts, from onboarding to renewal. You will coordinate CX programs, train users, and collaborate with Sales to pilot new initiatives in a fast-growing SaaS environment.

You will build trusted advisor relationships, expand revenue through upsell, advocate for clients across departments, and help maintain HubSpot and Intercom usage with clear guidelines.