Customer Experience Manager

Location(s) This is a hybrid role based out of our San Francisco, CA or New York, NY office. Our team works in-office time on Mondays, Wednesdays, and Fridays. About the Role As a Client Experience Manager, you are the accountable owner of the post-onboarding client experience. The role thrives inside the product, investigating real issues, and resolving them with precision. It is equal parts reactive and proactive: you own the support queue, treat recurring problems as programs to solve, and act as the trusted face for clients across multi-year relationships. This role is ideal for someone who is naturally inquisitive, a great problem solver, and an empathetic communicator, just as comfortable digging through logs as presenting outcomes to a client's leadership team. What You'll Do Client Support : Own the support queue end to end. Triage, respond, resolve, and track issues to closure across every organization we serve. Issue Investigation : Reproduce client-reported issues and research logs to root cause before escalating. Partnership : Hand off to engineering and product with clean, reproducible, high-signal detail, including steps, logs, expected versus actual behavior, and impact. Own Outcomes, Not Just Tickets : Treat recurring client challenges as programs to be solved. Define scope, align internal stakeholders, and deliver durable solutions rather than one‑off fixes. Insight Generation : Synthesize patterns across tickets into clear themes and recommendations on a regular cadence. Client Training : Deliver enablement sessions, feature walkthroughs, and best‑practice guidance, and build the documentation and runbooks that prevent repeat questions. Implementation Support : Partner with the implementation team during onboarding to train clients and help new users get fluent quickly. Proactive Engagement : Stay ahead of clients through a regular meeting cadence, weekly or biweekly as needed, plus follow‑up as needed. What You’ve Done Eager to become a subject‑matter expert in the product and disputes, and quick to ramp on hard domains. Strong problem‑solving skills with a structured approach to breaking down problems. An excellent written communicator who can make a complex dispute issue legible to clients and teammates. Comfortable in an early‑stage environment, building process while doing the work. Great presence and professional composure, especially when an issue is live and the stakes are high. #J-18808-Ljbffr Casap Technologies, Inc.