At CXponent, our mission is to be our clients’ exponent—helping them realize greater results with less time, risk, and money than they thought possible. We empower pragmatic, results-driven professionals to make a real impact. We value strategic thinking, resourcefulness, and the ability to help customers do more with less. If you’re passionate about customer success and thrive in an advisory-driven role, this is the opportunity for you.
Role Overview
The Customer Success Manager (CSM) is a vital role at CXponent with high visibility, reporting into the Director of CX & AI. This individual is responsible for ensuring our clients achieve their desired outcomes while engaged with us. The CSM will build and maintain strong relationships with clients, proactively identify opportunities for improvement, and advocate for their needs within CXponent. This role requires a mix of strategic advisory, proactive account management, and a results-driven mindset to help our clients maximize value from our services.
The best candidate will inspire clients to pursue ongoing improvement and reject complacency, establishing themselves as a trusted advisor and a catalyst for change within their organizations.
GWC (Get It, Want It, Capacity To Do It)
Get It (G) - Understanding the Role:
Understanding of Customer Success: Demonstrates a clear understanding of the principles and practices of customer success management. Understands the importance of customer retention, satisfaction, advocacy, and consultative relationship management.
Bridging the Technology Gap: Understands how technology can be used to create business value and solve business problems. Is able to communicate with both business leaders and technology leaders.
CX Landscape Knowledge: Familiarity with contact center technologies, CX strategies, AI engagement, and industry trends. Understands the challenges and opportunities in the CX space.
CXponent's Value Proposition: Comprehends CXponent’s unique value proposition, our services, and our commitment to client success.
Business Acumen: Understands how our services contribute to clients’ business goals and how to measure and demonstrate that value.
Want It (W) - Passion for the role
Passion for Customer Success: A genuine desire to help clients succeed and a commitment to providing exceptional service. Enjoys building relationships and solving client problems, helping clients achieve measurable success in their customer experience transformation.
Drive for Results: Motivated to achieve client satisfaction and retention goals. Proactive in identifying opportunities and taking initiative to address client needs. Being a trusted advisor who provides actionable insights to optimize technology and operations.
Team Player: Willing to collaborate with internal teams (sales, support, etc.) to ensure client success. Values teamwork and contributes positively to the team environment.
Desire for Growth: Eager to learn and grow within the role and the company. Open to feedback and committed to continuous improvement. Thrives in a fast-paced, consultative environment where problem-solving and strategic thinking are valued.
Capacity To Do It (C) - Skills & Experience
Relationship Management: Proven ability to build and maintain strong client relationships. Excellent communication and interpersonal skills.
Problem-Solving: Strong analytical and problem-solving skills. Ability to identify and resolve client issues effectively.
Organization and Time Management: Excellent organizational and time management skills. Ability to prioritize tasks, manage multiple clients, and meet deadlines.
Communication: Strong written and verbal communication skills. Ability to convey complex information clearly and concisely.
Technical Aptitude: Comfortable using CRM software, project management tools, and other relevant technologies.
Responsibilities
- Serve as the primary point of contact for assigned clients.
- Ensure a smooth and engaging onboarding experience by guiding new customers through product implementation, training, and best practices to drive early adoption and long-term success.
- Develop and maintain strong relationships with key stakeholders at client organizations.
- Proactively monitor client health and identify potential issues or opportunities for improvement.
- Collaborate with internal teams to resolve client issues and ensure client satisfaction.
- Conduct regular check-in calls and meetings with clients to review progress, address concerns, and identify additional needs.
- Provide expert guidance and support to clients, helping them optimize CXponent's services to achieve their business goals. Collaborate with Subject Matter Experts (SMEs) and Sales to identify and propose additional CXponent services that align with client objectives.
- Track and report on client success metrics, such as retention rate, satisfaction scores, and ROI.
- Advocate for client needs within CXponent and work to improve processes and services based on client feedback.
- Oversee and manage contract renewals and expirations by maintaining proactive communication with customers.
Qualifications
- Bachelor’s degree in business administration, communications, or a related field.
- 5+ years of customer success, account management, or consulting experience in B2B SaaS, cloud services, or customer experience technology.
- Proven track record of driving customer adoption, retention, and expansion.
- Strong knowledge of CX, the contact center industry, AI-driven engagement, or in a business consulting role focused on process improvements is mandatory. Experience in Retail, Brick-and-mortar CX, and/or Phygital is desirable.
- Proficiency in CRM software (e.g., Salesforce) and project management tools.
Benefits
- Competitive salary
- Performance bonus based on whether you meet performance goals:
- NPS & Customer Retention - Build and nurture mutually beneficial relationships to enhance CXponent's brand and drive positive outcomes.
- Revenue - Foster and cultivate new business opportunities within your designated client base to progressively enhance their outcomes.
- Remote work
- Unlimited PTO Policy
- 6 Weeks Paid Leave for parents
- Health, Dental, and Vision Insurance covered for employees. (Available for dependents at Employee’s expense)
- Option to enroll in HSA, FSA, and DCFSA
- 401(k): Employee contributed
- Travel/in-person collaboration opportunities
- Onsite account support as needed
- Conferences as desired
- Team meetings & Events
Next Steps
If this role resonates with you, let’s talk. Apply today and help us redefine customer experience.
