Client Experience Manager

Blueground

Client Experience Manager at Blueground for Business managing a team to deliver exceptional guest experiences. Fostering client relationships and resolving escalated issues with urgency and professionalism.

Posted 6/24/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $85,000 - $100,000 per yearWebsite

About the role

Key responsibilities & impact

Report directly to the Senior Manager of Client Experience.
Lead, coach, and develop a team of Client Experience Coordinators.
Monitor and drive team performance against established KPIs and service standards.
Foster a collaborative, customer-centric culture focused on accountability and continuous improvement.
Provide guidance and support on complex guest and client situations.
Build and maintain strong relationships with key corporate account stakeholders.
Serve as the primary point of contact for designated strategic accounts.
Lead Quarterly Business Reviews (QBRs) with top-tier clients.
Facilitate recurring service calls and business reviews with key accounts.
Identify opportunities to strengthen partnerships and enhance the client experience.
Manage escalated guest and client concerns with urgency and professionalism.
Drive resolution of complex issues by partnering with internal teams and external stakeholders.
Provide proactive communication and status updates throughout the resolution process.
Deliver white-glove service to VIP guests and high-value corporate clients.
Exercise sound judgment and decision-making in ambiguous or sensitive situations.
Partner with Operations, Sales, Supply, Product, and external building partners to resolve guest concerns efficiently.
Continuously learn and adapt to evolving client requirements, contractual obligations, and service expectations.
Contribute to process improvements that enhance both the guest and client experience.
Support the development and implementation of scalable solutions for VIP account management.

Requirements

What you’ll need

3+ years of experience in customer service, hospitality, guest relations, client success, account management, or a related field.
3+ years of people management experience leading a team of five or more direct reports. BPO experience is a plus.
Demonstrated success handling complex customer issues that require cross-functional collaboration and multiple touchpoints to resolve.
Strong ability to prioritize competing demands in a fast-paced environment.
Exceptional written and verbal communication skills with a proven ability to communicate concisely, professionally, and empathetically.
Experience managing escalations and delivering service recovery solutions.

Benefits

Comp & perks

Competitive salary and annual performance bonus ($85,000 - $100,000 w/up to 15% Annual Bonus)
Flexible PTO
Cigna Healthcare (Medical, Dental, Vision)
401k retirement plan
Paid maternity/parental leave benefits for new parents
Equipment provided by Blueground
Complimentary accommodation in Blueground locations.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer serviceguest relationsaccount managementpeople managementservice recovery solutionsKPI monitoringprocess improvementscross-functional collaborationescalation managementstrategic account management

Soft Skills

leadershipcoachingcommunicationproblem-solvingprioritizationcollaborationcustomer-centric mindsetdecision-makingadaptabilityrelationship building