Client Experience Manager

Client Experience Manager

Chicago, Illinois, United States; Nashville, Tennessee, United States; New York, NY, USA

Who You Are

As Client Experience Manager, you are the driving force behind our day-to-day client relationships and delivery across a portfolio of healthcare accounts. In this role, you'll lead web development, redesigns, optimizations, integrations, content enhancements, and ongoing maintenance—serving as the central bridge connecting our clients with strategy, creative, UX, content, analytics, project management, and technology teams. You are a natural translator who turns complex business and marketing goals into clear priorities and high-impact digital solutions.

As a trusted advisor in this role, you are the anchor for expanding our client partnerships. You'll guide healthcare leaders in tying their digital ecosystems into larger, cohesive marketing efforts—leveraging your strategic sharp-mindedness to uncover growth opportunities that elevate patient acquisition, deepen engagement, and drive long-term brand success.

Must be available and willing to travel for in-person collaboration and client meetings as needed.

What You'll Do:

• Own day-to-day client relationships across a portfolio of web development and ongoing website maintenance accounts, building trust and developing a strong understanding of each client's organization, priorities, and healthcare market.
• Lead website builds, redesigns, enhancements, integrations, migrations, and optimization initiatives from discovery and requirements gathering through launch and post-launch support, ensuring consistent quality and follow-through.
• Translate client business and marketing objectives into clear briefs, scopes, requirements, priorities, and strategic recommendations for cross-functional delivery teams.
• Partner closely with project management, strategy, creative, content, UX/UI, analytics, SEO, media, and engineering teams to establish timelines, manage dependencies, and deliver high-quality work.
• Manage ongoing maintenance roadmaps and intake processes, taking ownership of planned enhancements, content updates, technical needs, urgent requests, and long-term site performance.
• Guide client conversations on digital strategy, user experience, content, analytics, SEO, conversion, accessibility, and platform considerations while building fluency across Unlock Health's broader capabilities and bringing in subject-matter experts as needed.
• Maintain visibility into scope, budgets, utilization, revenue, and forecasting; partner with senior leaders to protect account health and address delivery or financial risks early.
• Monitor client satisfaction and engagement health, respond to client needs with empathy, communicate status and tradeoffs clearly, and proactively resolve issues that could affect delivery or the relationship.
• Develop account strategies and identify organic growth opportunities that connect clients' web priorities to broader integrated marketing objectives; support proposals, scopes, and account plans that expand the partnership.

What You Bring:

• Bachelor's degree in business, marketing, communications, or a related field, or equivalent practical experience.
• 3+ years of client services, account management, digital project leadership, or related agency or consulting experience.
• Demonstrated experience leading client-facing website development, redesign, migration, optimization, or ongoing maintenance engagements from intake through delivery.
• Working knowledge of digital delivery concepts, including CMS platforms, technical integrations, UX/UI, content workflows, analytics, SEO, accessibility, quality assurance, and web performance.
• Experience coordinating multidisciplinary teams and translating between client stakeholders, marketers, strategists, designers, developers, and project managers.
• Strong client communication, presentation, and problem-solving skills, with the ability to set expectations, navigate ambiguity, manage competing priorities, and influence decisions.
• Experience managing scopes, budgets, timelines, account health, and growth opportunities; healthcare marketing or health system experience is preferred.

Perks and Benefits

• Competitive Salary
• Health, dental, and vision benefit packages to fit a range of lifestyles
• Life, short- and long-term disability insurance paid 100% by the company
• FSA and HSA options
• 401(k) with a generous company match program
• Flexible paid time off (unlimited)
• Paid Parental Leave
• Employee Assistance Program (unlimited free telephonic counseling for a variety of issues such as mental health, financial support, and legal advice)
• Employee Referral Program

About Us:

Unlock Health is a full-service marketing communication agency, grounded in technology, built for healthcare - and integrated with a managed care consultancy with deep revenue strategy expertise. We brought together leading healthcare firms to solve a core challenge: aligning brand, marketing, technology, and revenue strategy so healthcare organizations can attract and retain patients, grow brand equity, and protect their margins. We help our clients do everything from patient acquisition and brand building, to simplifying complex martech ecosystems, and creating digital experiences. Our work is rooted in clarity, authenticity, and a deep understanding of what moves healthcare forward.

Equality Opportunity Employer Statement Unlock, and its affiliate companies, is an equal opportunity employer dedicated to building an inclusive and diverse workforce. We provide equal employment opportunities without regard to an applicant's race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.