Manager, Client Experience

Summary

Join Lumin Digital as a Manager, Client Experience (CX) and cultivate strong relationships with financial institution clients, ensuring their satisfaction and success with Lumin Digital's platform. Oversee a team of Account Executives, providing leadership, coaching, and performance management. Serve as a strategic partner between clients and internal teams, translating client goals into actionable strategies. Monitor client health metrics, champion account management standards, and collaborate with cross-functional teams. Lead special projects and contribute to departmental planning. This role requires a proactive approach, strong operational oversight, and a passion for improving digital banking experiences.

Requirements

• Bachelor’s Degree preferred
• Six (6) years of experience in client experience, client success, or account management within a SaaS or digital environment is required
• 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

Responsibilities

• Monitor and support the execution of account plans across the AE team, ensuring consistency in client engagement, issue resolution, and strategic delivery
• Act as a senior point of contact for escalations and complex client relationships, guiding AEs through problem-solving and communication strategies
• Oversee the end-to-end client renewal process, ensuring proactive engagement, strategic alignment, and coordination with internal stakeholders to drive successful contract extensions
• Analyze team-wide client health metrics (adoption, satisfaction, engagement, retention) and own strategies to improve outcomes and mitigate risks
• Champion account management standards and operational processes that promote accountability, efficiency, and client value delivery
• Collaborate with cross-functional teams—Product, Engineering, Support, and Sales—to align on client needs, prioritize enhancements, and optimize the customer journey
• Participate in internal client health reviews and drive preparation for Quarterly Business Reviews (QBRs) in partnership with AEs
• Contribute to departmental planning, strategic initiatives, and reporting for CX and Delivery leadership
• Lead and contribute to special projects and initiatives that advance client experience goals, support departmental innovation, or address emerging business needs
• Perform other duties as assigned
• Set clear expectations, offer direction, and ensure alignment with organizational goals while fostering a supportive environment that encourages collaboration, accountability, and growth
• Coach, mentor, and provide training opportunities to build team members’ skills, promote internal growth, and prepare staff for future roles and responsibilities
• Manage hiring, onboarding, performance evaluations, promotions, compensation, and terminations, ensuring fair and consistent application of policies and procedures
• Assess team performance regularly, address gaps, and ensure duties are completed efficiently and effectively in alignment with department and organizational objectives

Preferred Qualifications

Experience in financial services, digital banking, or fintech strongly preferred

Benefits

$180,000 - $195,000 a year