Senior Client Experience Specialist

The Client Services Manager role is a key position in our organization, responsible for delivering exceptional client experiences and driving business growth. This individual will serve as the primary point of contact for clients, ensuring seamless communication and issue resolution.

In this role, you will be part of a dynamic team that fosters long-term relationships with clients, provides expert implementation and onboarding support, and promotes platform adoption through regular engagement and advocacy.

We are seeking a highly skilled and experienced professional who can excel in a fast-paced environment and drive results-oriented outcomes. If you are passionate about delivering world-class client service and have a proven track record of success, we encourage you to apply for this exciting opportunity.

• Client Ownership & Relationship Management:
  • Serve as the main point of contact for all client communication, meetings, and escalations.
  • Build long-term, trusted relationships with key client stakeholders through regular onsite engagement and proactive support.
  • Participate in client planning, strategy, and rollout sessions to ensure alignment with operational objectives.
• Onboarding & Implementation:
  • Lead the full client onboarding lifecycle, including platform setup, configuration, and training delivery.
  • Provide onboarding for new client staff, ensuring continuity in platform knowledge and usage.
  • Support internal client change management and training during organizational events or new initiative rollouts.
  • Coordinate closely with the client's Solutions, Product, and Support teams to troubleshoot issues and manage technical resolutions.
• Client Enablement & Platform Advocacy:
  • Encourage and drive regular usage of the platform by promoting relevant features and best practices.
  • Participate in client events and live implementations to support system usage and address real-time questions.
  • Track and report on key success metrics, usage patterns, and feedback to improve overall customer experience.
• Cross-Functional Collaboration:
  • Liaise with the client's internal teams to deliver feedback, surface feature requests, and align product capabilities with client goals.
  • Maintain detailed documentation of all customer interactions, training logs, issue tracking, and system changes.
  • Collaborate with regional and global Customer Success peers to share learnings and standardize best practices.

• 3+ years of experience in Customer Success, Implementation, or Account Management, ideally within SaaS, GovTech, or enterprise environments.
• Proven experience managing high-touch clients and acting as an embedded resource within client teams.
• Strong technical acumen; able to support first-line troubleshooting and coordinate issue resolution with product/engineering teams.
• Excellent interpersonal, verbal, and written communication skills.
• Strong project management and organizational abilities.
• Bachelor's degree or equivalent in Business, IT, Communications, or related field.

• Experience working with or supporting government entities or regulated environments.
• Ability to work independently and represent the brand with professionalism and credibility.
• Understanding of customer success metrics and usage tracking tools.
• Experience with the implementation of B2B SaaS platforms and working with cross-functional internal teams.
• Familiarity with customer success metrics such as NPS, CSAT, adoption rate, and time to value.
• Previous experience in a high-growth, startup, or tech-forward organization.
• Exposure to tools like Salesforce, Intercom, Looker, or similar platforms.

*Full time employees

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Employee Referral Program