Job Description

The Manager, Client Experience (CX) cultivates relationships with financial institution clients, ensuring their satisfaction and long-term success with Lumin Digital’s platform and services. This role oversees a team of Account Executives, providing leadership and coaching to align with client experience goals. The CX Manager is a strategic partner and liaison between clients and internal teams.

Responsibilities

• Monitor and support account plan execution
• Act as a senior point of contact for escalations
• Oversee the client renewal process
• Analyze client health metrics and own improvement strategies
• Champion account management standards and processes
• Collaborate with cross-functional teams
• Participate in client health reviews and QBR preparation
• Contribute to departmental planning and strategic initiatives
• Lead special projects
• Set expectations and ensure alignment
• Coach and mentor team members
• Manage hiring, performance evaluations, and terminations
• Assess team performance

Requirements

• 6 years of experience in client experience or account management
• Experience in SaaS or digital environment
• Experience in financial services or fintech preferred
• Experience managing complex client relationships
• Experience driving client retention and improving satisfaction
• Strong leadership and relationship-building skills
• Excellent communication and presentation skills
• Strategic mindset and problem-solving capabilities
• Familiarity with CRM systems and analytics platforms
• Ability to navigate ambiguity and prioritize effectively
• Deep understanding of customer lifecycle and digital banking trends

Benefits

• No benefits