Strategic Client Experience Lead - Adoption & Retention

Softrim; Estero (FL); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

AD&D

Disability insurance

401(k) after introductory period

Job summary

Softrim is seeking a Client Experience Manager (CXM) to bridge client leadership and Softrim teams, focusing on adoption, satisfaction, and retention. You will own post-sale relationships, translate client goals into success plans, and orchestrate resources across teams to deliver measurable outcomes.

In this role, you’ll contribute to executive-level reviews, drive adoption, and identify opportunities for growth while maintaining a strategic, customer-focused mindset.

Qualifications

• Bachelor’s degree or higher in a related field.
• Strong relationship management and interpersonal skills; able to operate confidently at both operational and executive levels.
• Solid understanding of technology solutions with ability to discuss integration and business impact.
• Storytelling with data: package metrics and insights into persuasive business reviews.

Responsibilities

• Client Relationship Ownership: Act as the primary point of contact for assigned clients, building trusted advisor status with key stakeholders.
• Engagement Planning: Develop and execute tailored engagement strategies that align service capabilities with client business objectives.
• Business Reviews: Conduct regular executive-level check-ins (QBRs/MBRs) to demonstrate ROI, share insights, and align on future opportunities.
• Adoption & Retention: Drive service adoption across client teams; monitor engagement metrics and proactively address risks of churn.
• Cross-Functional Coordination: Partner with sales, support, technical teams, and product management to ensure seamless client experience.
• Issue Escalation Management: Own and coordinate resolution of major client issues while maintaining positive client sentiment.
• Growth Support: Identify upsell or expansion opportunities in collaboration with sales, but without a quota-bearing sales focus.
• Voice of the Customer: Advocate for client needs internally; provide structured feedback to product and leadership teams.

Skills

Relationship management

Executive communication

Data storytelling

Business acumen

Cross-functional collaboration

Travel willingness

Education

Bachelor’s degree or higher in a related field

Job description

Softrim is seeking a Client Experience Manager (CXM) to bridge client leadership and Softrim teams, focusing on adoption, satisfaction, and retention. You will own post-sale relationships, translate client goals into success plans, and orchestrate resources across teams to deliver measurable outcomes.

In this role, you’ll contribute to executive-level reviews, drive adoption, and identify opportunities for growth while maintaining a strategic, customer-focused mindset.