Job description
Basic Function
The Manager, Client Experience (CX) is responsible for 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. This role oversees a team of Account Executives, providing leadership, coaching, and performance management to ensure alignment with client experience goals and company objectives. The CX Manager is a strategic partner and liaison between clients and internal teams, translating client goals into actionable strategies. Success in this role requires a proactive, relationship-driven approach, strong operational oversight, and a passion for improving digital banking experiences.
Essential Functions and 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.
Supervisory Responsibility:
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.
Position Specifications
Education:
Bachelor’s Degree preferred.
Experience:
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.
Knowledge, Skills, & Abilities:
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.
Travel:
25-40% - Between 65 and 104 work days of travel per year for a full time employee
$180,000 - $195,000 a year
LIFE AT LUMIN DIGITAL
Lumin Digital is a trailblazer in digital banking solutions, driven by a unique approach to technology, service, and people. We empower credit unions and banks by creating cutting-edge digital experiences that continuously serve, engage, and grow their membership base. Lumin is 100% cloud-native, purpose-built to unlock the full advantages of the cloud for financial institutions and their users.
At Lumin, we thrive on curiosity and innovation. Our culture fosters trust - in our expertise and decisions, respect - for diverse perspectives and talents, and boldness - in pursuing innovative paths. These values guide us, shaping a workplace where collaboration thrives, ideas flourish, and new possibilities are discovered. Focused on continuous improvement and innovation, we encourage our team to explore, experiment, and put new ideas into action, challenging the usual way of doing things.
All qualified applicants, including those with arrest or conviction records, will be considered for employment. Any conditional offer will include a notice regarding the review of the candidate’s criminal history as part of the hiring process.
For more information, visit lumindigital.com.
