Customer Experience Manager

Job#: 3048965

Job Description:
Customer Experience Manager

Location: Remote (East Coast Preferred)

Travel: Up to 20% (client meetings and business reviews)
About the Role

We are seeking a customer-focused Customer Experience Manager to oversee service delivery and customer success across a portfolio of enterprise clients. This role serves as a strategic partner to customers, ensuring successful adoption of services, achievement of business outcomes, and exceptional customer satisfaction throughout the engagement lifecycle.

The ideal candidate combines strong relationship management skills with operational expertise, helping clients maximize value from managed services while collaborating across technical, sales, and delivery teams.
Key Responsibilities

• Serve as the primary customer advocate and trusted advisor for assigned accounts.
• Manage the customer experience throughout the entire service lifecycle, ensuring successful adoption and ongoing satisfaction.
• Conduct regular customer meetings, including onsite visits, monthly service reviews, and executive business reviews.
• Develop and maintain customer success plans, action item trackers, and continuous improvement initiatives.
• Monitor customer health metrics, service performance, customer satisfaction scores, and contractual deliverables.
• Drive adoption of customer experience platforms, tools, and subscription-based service offerings.
• Manage service escalations and coordinate with cross-functional teams to ensure timely resolution of customer issues.
• Track and report key performance indicators (KPIs) and customer outcomes.
• Collaborate with technical, project management, operations, and sales teams to deliver a consistent and high-quality customer experience.
• Identify opportunities for service improvements, platform enhancements, and operational efficiencies based on customer feedback.
• Support contract renewals, service true-ups, change orders, and recurring service engagements.
• Ensure professional, proactive communication with customers and stakeholders at all levels.
• Maintain accurate forecasting, reporting, and documentation related to customer engagements.
• Contribute to organizational initiatives focused on customer success and continuous improvement.

Qualifications
Required

• 5+ years of experience in Customer Success, Customer Experience, Operations Management, Service Delivery, Account Management, or Engagement Management.
• Strong organizational, project coordination, and process management skills.
• Demonstrated ability to build positive relationships with customers and executive stakeholders.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience driving customer adoption, satisfaction, and retention initiatives.
• Comfortable collaborating with both technical teams and senior business leaders.

Preferred

• Understanding of networking, unified communications, cloud, managed services, or IT infrastructure environments.
• Experience with ServiceNow or similar IT service management platforms.
• Knowledge of service delivery frameworks and customer success methodologies.
• ITIL Foundation Certification.
• Customer Success certifications or related professional certifications.
• Bachelor's degree or equivalent combination of education and experience.

What Success Looks Like

• High levels of customer satisfaction and retention.
• Strong adoption of contracted services and customer success programs.
• Successful execution of service reviews and executive business reviews.
• Consistent achievement of customer outcomes, KPIs, and contractual commitments.
• Effective collaboration across sales, operations, and technical delivery teams.

This position offers the opportunity to work with enterprise customers, influence customer strategy, and play a key role in delivering exceptional service experiences across a growing client portfolio.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Everforth Apex uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at or . Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

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