Manager, Client Experience
Lumin Digital
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $180,000 - $195,000 per year
Job Level
Mid-LevelSenior
About the role
- Cultivating deep and trusted relationships with assigned financial institution clients by ensuring their satisfaction, retention, and long-term success with Lumin Digital’s platform and services.
- Overseeing a team of Account Executives, providing leadership, coaching, and performance management to ensure alignment with client experience goals and company objectives.
- Acting as a senior point of contact for escalations and complex client relationships, guiding AEs through problem-solving and communication strategies.
- Analyzing team-wide client health metrics (adoption, satisfaction, engagement, retention) and owning strategies to improve outcomes and mitigate risks.
- Collaborating with cross-functional teams—Product, Engineering, Support, and Sales—to align on client needs, prioritize enhancements, and optimize the customer journey.
Requirements
- Six (6) years of experience in client experience, client success, or account management within a SaaS or digital environment is required.
- Experience in financial services, digital banking, or fintech strongly preferred.
- Experience managing complex client relationships and leading cross-functional collaboration to deliver business outcomes required.
- Experience driving client retention, expanding account value through upsells, and improving customer satisfaction metrics required.
- Strong leadership and relationship-building skills.
- Excellent communication and presentation skills and the ability to influence at all levels.
- Strategic mindset with strong problem-solving capabilities.
- Familiarity with CRM systems, customer success tools, and analytics platforms.
- Ability to navigate ambiguity and prioritize effectively in a fast-paced environment.
- Deep understanding of customer lifecycle, digital banking trends, and client engagement strategies.
- Passionate about delivering exceptional customer experiences.
- Comfortable leading through change, focusing on continuous improvement and scalable process design.
- Bachelor's Degree preferred.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
client experienceclient successaccount managementcustomer satisfaction metricsupsellingproblem-solvingstrategic mindsetcustomer lifecycleclient engagement strategies
Soft skills
leadershiprelationship-buildingcommunicationpresentationinfluencecollaborationnavigating ambiguityprioritizationcontinuous improvement
Certifications
Bachelor's Degree