Senior Manager, Client Experience & Insights (Hybrid)

CBIZ; Boca Raton (FL); Hybrid; USD 110,000 - 160,000; Full time

Job summary

CBIZ seeks a senior client experience leader to own the client listening strategy and survey programs. You will design, implement, and govern feedback initiatives, create dashboards, and report insights to executives.

This role partners with CRM, Revenue Operations, and service leaders to drive retention and growth across multiple service lines. The ideal candidate brings 5+ years in client experience or related areas, strong skills in survey platforms (Salesforce/Qualtrics) and data analysis,

Qualifications

• 5+ years in client experience or related field.
• Experience designing and managing survey/feedback programs and translating findings into business action.
• Experience with CRM and survey platforms such as Salesforce and Qualtrics, Medallia, or comparable tools.
• Strong written and verbal communication skills for senior leaders and cross-functional teams.

Responsibilities

• Own enterprise client listening strategy and roadmap including surveys and feedback.
• Lead end-to-end survey operations: sampling, design, launch, reporting, and follow-up.
• Create dashboards and executive reporting by service line, geography, client size and stage.
• Partner with leaders to translate insights into retention plans and growth initiatives.
• Define and monitor client experience measures (NPS, retention, response rates).
• Integrate client feedback with CRM systems and workflows (Salesforce).
• Support client journey mapping and process improvements across onboarding to renewals.

Skills

Survey design

Voice of the Customer

CRM (Salesforce)

Qualtrics

Data analysis

Stakeholder management

Excel

PowerPoint

Education

Bachelor's degree in Business/Analytics

Equivalent practical experience

Tools

Salesforce

Qualtrics

Medallia

PowerPoint

Job description

CBIZ seeks a senior client experience leader to own the client listening strategy and survey programs. You will design, implement, and govern feedback initiatives, create dashboards, and report insights to executives.

This role partners with CRM, Revenue Operations, and service leaders to drive retention and growth across multiple service lines. The ideal candidate brings 5+ years in client experience or related areas, strong skills in survey platforms (Salesforce/Qualtrics) and data analysis,