Client Experience Manager

About Net at Work

Founded in 1996, Net at Work is one of North America’s largest technology advisors and solution providers for small and mid-size businesses. Our award-winning consultancy offers a rich portfolio of next-generation technology, industry expertise, implementation and managed services to help organizations derive value from the transformative benefits of technology. 
Through the integration of ERP, HCM and/or CRM solutions, Net at Work  offers unique, industry-specific  solutions and operation platforms that enable companies to compete more effectively in today’s digital economy. For more information, visit www.netatwork.com. 

About this Position

At Net at Work, the Client Experience Manager (CEM) is accountable for driving retention, revenue growth, and client satisfaction across a defined book of business. Acting as a trusted advisor and strategic partner, the CEM ensures that every client maximizes the value of their investment, while expanding their relationship with Net at Work.  

This role blends business acumen, relationship-building, and consultative insight to increase revenue per client, expand share of wallet, and safeguard recurring revenue. While renewals and commercial close are executed by dedicated teams, the CEM directly influences these outcomes by owning the client relationship, surfacing opportunities, and ensuring a seamless experience that contributes to company growth.  

This is not a stepping stone to sales. It is a strategic career path designed for professionals passionate about building enduring client partnerships that deliver measurable business outcomes for both clients and Net at Work.  

Job Responsibilities

Client Engagement & Relationship Management 

• Own and proactively manage a defined book of business, with tailored engagement strategies by account tier (Tier 1: Strategic, Tier 2: Growth, Tier 3: Nurture). 

• Serve as a primary partner for value realization, business alignment, and client advocacy – not transactional support or sales fulfillment. 

• Establish trusted relationships with client stakeholders by demonstrating industry expertise, business acumen, and a relentless focus on client outcomes. 

• Deliver structured, cadence-based engagement (Quarterly EBRs for Tier 1, semi-annual check-ins for Tier 2, and scaled touchpoints for Tier 3). 

• Build and maintain value roadmaps that showcase client progress and expansion potential. 

Retention & Risk Management 

• Protect and grow recurring revenue by proactively identifying and mitigating churn risks using health indicators, usage data, and qualitative insights. 

• Drive net retention and revenue preservation outcomes through client advocacy and issue resolution.  

• Collaborate cross-functionally to resolve escalations quickly and comprehensively. Identify and communicate proactive opportunities to reduce future issues and escalations.  

• Consistently deliver high CSAT/NPS by focusing on measurable client outcomes. 

Growth & Revenue Enablement 

• Increase share of wallet by surfacing qualified expansion opportunities (new products, services, licenses). 

• Partner with AMs and Sales to influence expansion revenue while maintaining CEM accountability for opportunity identification and qualification. 

• Track and improve revenue per client by monitoring adoption, product utilization, and business alignment. 

• Use insight-led engagement to uncover growth signals and ensure clients are aware of the full breadth of Net at Work solutions. 

Operational Excellence 

• Maintain up-to-date CRM records and client success platform data (health scores, sentiment, touchpoints, roadmaps).  

• Track and report progress against KPIs, demonstrating tangible impact on retention and growth.  

• Serve as a voice of the client by channeling insights into product, process, and service improvements.  

• Contribute to continuous improvement by championing best practices in client engagement and revenue influence. 

Job Requirements

• 3–5+ years in a client-facing role (Client Success, Account Management, or Consulting) 

• Proven track record managing a book of business in a B2B SaaS or technology consulting environment with measurable retention and revenue outcomes 

• Experience in B2B SaaS, ERP, or technology consulting environments strongly preferred 

• Demonstrated ability to lead value-based engagements and surface growth opportunities 

Customer Requirements

This job may require access to customer information, systems, and/or premises.  As a result, this job may require customer approval for such access as an essential job function.

Core Competencies

• Client Champion – Relentlessly exceed client expectations. Consistently anticipate needs to deliver valuable solutions and extraordinary outcomes.

• Problem Solver – Smart, analytical, inquisitive, knowledge-seeker that thrives on a challenge.
• Promise Keeper – Place high value on keeping our word and doing the right thing. Demonstrate honesty, integrity, and commitment.
• Collaborative Integrator –Team player, unifier, relationship-oriented, win-win seeker, exemplify the concept of relationships through trust and unity.
• Driven Intrapreneur – Exceed goals using independent creative thinking, optimism, self-confidence, and a can-do attitude.
• Inspiring Coach – Help employees, clients and partners using knowledge, expertise, experience, and situational fluency.

Compensation and Benefits

Base salary range: $95,000 to $105,000.

This position is also eligible for a bonus in accordance with the terms of the Company's plan.

Please note that the quoted pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) experience, including industry or product-specific experience, education, knowledge, skills, and abilities, as well as internal equity, alignment with market data, and/or other applicable laws.  

We provide competitive, affordable, and diverse benefit programs that support your total health – from healthy body to healthy mind. These benefits support you and your family in all aspects of life: 

• Health and Welfare (Medical, Dental, Vision) 
• Accident, Critical Illness, and Hospital Indemnity  
• Employee Assistance Program (EAP) 
• Life and AD&D Insurance 
• Short- and Long-Term Disability Insurance 
• Flexible Spending Accounts 
• Transportation and Parking Accounts 
• Health Savings Accounts (with company contribution) 
• Retirement Planning (401k with matching contribution) 
• Legal Benefits 
• Identity Theft Protection 
• Pet Insurance 
• Wellness Program Offerings 
• Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.  
• 8 Paid Holidays per year, including 1 floating holiday. 

The compensation and benefits information is accurate of the date of this posting and subject to plan eligibility. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law. 

The Company expects to accept applications for this position until February 13, 2026 but encourages interested applicants to apply as soon as possible. We will review this information and one of our Talent Acquisition professionals will reach out if your background aligns to the positions.  

EOE/Diversity & Inclusion Statement

Net at Work is dedicated to unleashing the power and potential of our employees and teams by creating a vibrant and inclusive workplace where each employee can be their best. We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We embrace and encourage equitable treatment of our employees and strive to create a work environment free of discrimination at all organizational levels and in all forms. Net at Work recognizes the rights of all individuals to mutual respect and the acceptance of others without biases based on differences of any kind. 

Net at Work is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members that is free of discrimination and harassment. All employment decisions at Net at Work are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, gender, gender identity or expression, sexual orientation, national origin, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.