Client Experience Senior Manager

Job Title

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Essential Functions and Primary Duties

Own the enterprise client listening strategy and roadmap, including relationship surveys, transactional surveys, onboarding and implementation feedback, case-closed surveys, lost-client exit interviews, top-client interviews, and other targeted research.

Lead end-to-end survey operations, including audience and sampling strategy, instrument design, contact-data readiness, launch coordination, confidentiality protocols, response-rate improvement, reporting, and stakeholder communication.

Establish a closed-loop feedback process with clear standards for timely follow-up, issue escalation, service recovery, ownership, and documentation of actions taken.

Create dashboards, scorecards, and executive reporting that segment insights by service line, geography, client size, relationship stage, and other meaningful dimensions; identify statistically credible trends and areas of risk.

Partner with business leaders to convert findings into retention plans, service enhancements, pilots, training, and measurable action plans, and monitor progress against commitments.

Define and monitor client experience measures such as satisfaction, advocacy or NPS, retention, response rates, complaint themes, follow-up timeliness, and action-plan completion.

Connect client feedback to growth opportunities, including cross-service interest, client expansion, referral potential, and coordinated handoffs to relationship owners and subject matter experts.

Partner with CRM and Revenue Operations teams to integrate client-feedback data, tasks, campaign membership, ownership, and follow-up activity in Salesforce or other designated systems.

Support client journey mapping and process improvement across onboarding, implementation, renewals, ongoing service, communications, client portals, and key moments that matter.

Develop toolkits, playbooks, communications, and training that strengthen client-listening and service-recovery capabilities across leaders and client-facing teams.

Benchmark client experience practices, survey methods, and service standards against insurance, benefits, retirement, human capital advisory, and broader professional-services peers.

Manage third-party research and survey partners as applicable, including scope, timelines, data quality, deliverables, and budget.

Preferred Qualifications

Bachelor's degree in business, marketing, analytics, organizational research, communications, or a related field, or equivalent practical experience.

At least five years of progressive experience in client experience, voice-of-the-customer, customer insights, market research, client service, or a related discipline; experience in benefits, insurance, financial services, or professional services is preferred.

Demonstrated experience designing and managing survey or feedback programs and translating quantitative and qualitative findings into business action.

Experience presenting insights and recommendations to senior leaders and influencing cross-functional stakeholders without direct authority.

Working knowledge of survey design, sampling, response-rate management, data privacy, qualitative interviewing, and basic statistical interpretation.

Experience with CRM and survey platforms such as Salesforce and Qualtrics, Medallia, or comparable tools; strong Microsoft Excel and PowerPoint skills.

Core Capabilities

Client-centered judgment and strong business acumen, with an understanding of retention, relationship management, and service delivery.

Analytical rigor and the ability to distinguish meaningful signals from isolated feedback.

Excellent written, verbal, presentation, facilitation, and coaching skills.

Program and project management discipline, including governance, prioritization, and follow-through across multiple service lines.

Ability to build trusted relationships across decentralized teams and operate effectively in a changing, growth-oriented environment.

Comfort working independently while collaborating closely with Marketing, Operations, Revenue Operations, Business Development, Technology, and service-line leadership.

What Success Looks Like

A consistent, enterprise-wide client listening calendar with clear ownership, governance, and reporting.

Improved survey participation and contact-data quality, supported by disciplined outreach and sampling practices.

Timely, documented follow-up on client feedback, with clear escalation and service-recovery pathways.

Business-unit action plans tied to retention risks, service gaps, and growth opportunities, with progress reported to leadership.

Client insight data incorporated into Salesforce and operating reviews so relationship owners can act on feedback.

Minimum Qualifications

Bachelor's degree

7 years experience in public accounting or related field

5 years supervisory

Must have and preserve required licenses

Ability to manage deadlines, work on multiple assignments and prioritize each assignment as necessary

Demonstrated ability to communicate verbally and in writing throughout all levels of organization, both internally and externally

Proficient use of applicable technology

Must be able to travel based on business needs

About Us

CBIZ, Inc. (NYSE: CBZ) is a leading professional services advisor to middle-market businesses nationwide. With industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology, CBIZ delivers actionable insights to help clients anticipate what is next and discover new ways to accelerate growth. CBIZ has more than 9,500 team members across 23 major markets coast to coast.

CBIZ strives to be our team members' employer of choice by creating an environment where team members are appreciated, recognized for their contributions, and provided with opportunities to grow, both personally and professionally, throughout their careers.

Together, CBIZ and CBIZ CPAs are ranked as one of the top providers of accounting services in the United States. CBIZ CPAs is an independent CPA firm that provides audit, review and attest services, while CBIZ provides business consulting, tax and financial services. In certain jurisdictions, CBIZ CPAs operates under its previous name, Mayer Hoffman McCann P.C.