Strategic Client Experience Leader - MSP Growth

Integris; United States; Remote; USD 85,000 - 110,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

401K Retirement Plan

Minimum 4 Weeks of PTO

Birthday PTO

Paid Holidays

Volunteer PTO

Disability Insurance (Short/Long)

Life Insurance

Supplemental Insurance

Employee Assistance Program

Job summary

Integris is seeking a Client Experience Manager (CXM) to lead the day-to-day client journey, shape the strategic technical roadmap for clients in their pod, and drive loyalty and satisfaction. The role oversees a team focused on client support, relationship management, and strategic planning to improve growth and retention.

The CXM collaborates cross-functionally to implement client feedback, identify improvement opportunities, and align initiatives with Integris’ client-centric goals.

Qualifications

• 5+ years of experience in client experience, customer success, or a related role.
• Proven success with client experience, customer success, and retention strategies.
• Familiarity with client experience tools and platforms (CRM, customer feedback systems).
• Experience in the IT/Managed Services Provider (MSP) environment preferred.
• Knowledge of NPS/CSAT metrics.

Responsibilities

• Oversee the client journey, strategic roadmap, and day-to-day relationships for a seamless experience.
• Mentor and manage a team of Strategic Account Advisors and Client Success Managers.
• Collaborate with Sales and Service Delivery to align client expectations and opportunities.
• Monitor KPIs, drive improvements, and manage churn risk to targets.
• Actively contribute to profitability through effective deployment of agreements.

Skills

People management

Client relationship management

Strategic thinking

Cross-functional collaboration

Communication skills

Education

Bachelor’s degree in Business Administration or related field

Tools

CRM systems

Customer feedback tools

Job description

Integris is seeking a Client Experience Manager (CXM) to lead the day-to-day client journey, shape the strategic technical roadmap for clients in their pod, and drive loyalty and satisfaction. The role oversees a team focused on client support, relationship management, and strategic planning to improve growth and retention.

The CXM collaborates cross-functionally to implement client feedback, identify improvement opportunities, and align initiatives with Integris’ client-centric goals.