Client Experience Manager

Overview

The Client Experience Manager serves as Abacus’s primary relationship owner and client advocate, responsible for driving client satisfaction, retention, and long-term value realization across assigned accounts. Acting as the key liaison between clients and internal teams, the CXM ensures clear communication, proactive engagement, and alignment between Abacus’s services and each client’s business priorities. Through strong relationship management, technical expertise, and a deep understanding of Abacus’s solutions, cybersecurity capabilities, and service delivery model, the CXM advises clients on best practices, identifies opportunities to expand value, and coordinates cross-functional efforts to deliver measurable outcomes. The role also gathers and analyzes client feedback, service trends, and market intelligence to enhance the client experience, improve service delivery, and support business growth through thoughtful identification and progression of commercial opportunities. 

This is a hybrid role requiring 2-3 days per week in our New York City office. 

Job Description

Duties and Responsibilities:

• What the Client Experience Manager does at Abacus
• The Client Experience Manager owns the client relationship after client onboarding and is accountable for keeping the relationship healthy, informed, and moving forward. The role blends relationship management, account growth, service coordination, and escalation ownership.
• Serve as the primary point of contact for assigned clients, build trust with key decision makers, maintain consistent communication, and ensure clients know how to engage Abacus when questions, issues, projects, or business priorities arise.
• Conduct regular business reviews and discussions to understand each client’s business objectives, technical environment, risks, service experience, and upcoming needs. Translate those conversations into follow-up actions, recommendations, upsell opportunities, and internal alignment
• Represent the client’s perspective across Abacus by collaborating with service delivery, engineering, project, sales, billing, and leadership teams. Ensure feedback is shared, issues are tracked, and client-impacting items receive timely attention.
• Help clients derive value from Abacus products and services by identifying gaps, communicating relevant capabilities, and connecting client needs to tailored solutions that support satisfaction, retention, and long-term partnership health.
• Own client-facing communication during escalations, coordinate the right internal resources, drive timely resolution, and maintain the relationship through clear expectations, status updates, and follow-through.
• Manage day-to-day pipeline activity for assigned opportunities, including tracking, qualification, follow-ups, and deal progression from initial conversation through close, while ensuring recommendations are aligned to client needs.
• Proactively schedule and conduct in-person client meetings when feasible to strengthen relationships, deepen discovery, clarify priorities, and move strategic conversations or opportunities forward.
• Identify at-risk client relationships early, collaborate with internal teams to understand root causes, and help develop practical plans that address concerns and restore confidence
• Serve as the primary relationship owner and trusted advisor for an assigned portfolio of clients, building strong stakeholder relationships and ensuring long-term client satisfaction, retention, and value realization.
• Conduct recurring client meetings, business reviews, and in-person engagements to understand client objectives, evaluate service performance, address challenges, and align Abacus solutions with evolving business needs.
• Act as the client advocate within Abacus, coordinating across support, delivery, billing, cybersecurity, and other internal teams to resolve issues, manage escalations, improve service outcomes, and ensure timely follow-through on client-impacting matters.
• Develop a deep understanding of each client's business, technical environment, growth strategy, and risk profile to provide guidance, client education, and strategic recommendations that maximize adoption and utilization of Abacus services.
• Identify, qualify, and progress commercial opportunities within assigned accounts, including upsell, cross-sell, and expansion initiatives, while managing opportunity pipelines and supporting new business efforts when appropriate.
• Monitor client health and account performance by capturing feedback, tracking key metrics (including NPS, CSAT, engagement, and profitability), identifying at-risk relationships, and implementing improvement plans designed to strengthen retention and client outcomes
• Maintain accurate client records, activity tracking, and reporting within Salesforce and other internal systems, ensuring adherence to established processes, documentation standards, and team operating procedures
• Stay informed on industry trends, market developments, and emerging client needs to provide relevant insights, support continuous improvement, and help shape enhancements to Abacus services and the overall client experience.
• Manage day-to-day client requests, ticket queues, presentations, training, and communications, ensuring responsive service delivery and a consistently positive client experience.

Knowledge, Skills, and Abilities

• Proven client relationship management and account growth experience, preferably within financial services, technology, MSP, or IT services environments.
• Strong ability to build trusted, long-term relationships with stakeholders at all levels through a customer-first mindset, high emotional intelligence, and excellent interpersonal skills.
• Exceptional written, verbal, presentation, and communication skills, including the ability to translate complex technical concepts into business-focused discussions.
• Strong organizational, analytical, problem-solving, and decision-making abilities, with the capacity to manage multiple priorities, deadlines, client requests, escalations, and opportunities in a fast-paced environment.
• Ability to collaborate effectively across cross-functional teams, driving alignment and accountability between clients and internal stakeholders including support, engineering, project management, and service delivery teams.
• Self-motivated, detail-oriented, and adaptable, with the ability to perform under pressure, think creatively, and respond effectively to changing client needs.
• Strong understanding of client lifecycle management, client retention, risk identification, account planning, and commercial opportunity development.
• Technical aptitude and familiarity with managed services, IT service management (ITSM) frameworks, MSP service delivery models, ticketing workflows, onboarding processes, project delivery, and escalation management.
• Working knowledge of cloud technologies and infrastructure concepts, including Microsoft Azure, AWS, hybrid environments, identity services, networking fundamentals, backup and disaster recovery, and related enterprise technologies.
• Understanding of cybersecurity principles and solutions, including endpoint protection, email security, SIEM, vulnerability management, penetration testing, phishing simulations, mobile device management (MDM), security controls, and regulatory compliance considerations.
• Experience using CRM, ticketing, and workflow platforms such as Salesforce, ConnectWise, ServiceNow, Jira, or similar business systems.
• Commitment to continuous learning, industry awareness, and maintaining knowledge of emerging technology, cybersecurity, and alternative investment industry trends.

Attributes that will drive success:

• Clients experience Abacus as organized, responsive, proactive, and aligned to their business priorities.
• Business reviews produce clear next steps, documented needs, and actionable internal follow-through.
• Escalations are communicated clearly and resolved with ownership, urgency, and appropriate internal accountability.
• At-risk clients are identified early, recovery plans are coordinated, and relationship health is actively managed
• Pipeline activity is current, opportunities are followed through, and recommendations are positioned in the context of client value.

Qualifications and Experience