Enterprise, Customer Experience Manager (CXM)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Enterprise, Customer Experience Manager (CXM) based in the United States. This is a strategic customer-facing role focused on the success, retention, and growth of a portfolio of enterprise and strategic accounts. You’ll build trusted relationships with executives, owners, operators, and key stakeholders while developing a deep understanding of their business goals and operational workflows. You’ll drive product adoption, help customers optimize processes, and connect platform capabilities to measurable business outcomes. The role combines customer success, account management, commercial strategy, and cross-functional collaboration in a fast-moving SaaS environment. You’ll proactively identify risks, develop retention strategies, and uncover opportunities for expansion across products, locations, users, and services. As the internal voice of enterprise customers, you’ll influence product priorities and coordinate teams to resolve complex issues effectively. Success means becoming a strategic partner customers rely on to help them achieve sustainable growth. Own a portfolio of enterprise and strategic customers, serving as the primary relationship manager and trusted advisor. Build strong relationships with executives, owners, operators, and key stakeholders across complex customer organizations. Develop a detailed understanding of customer business models, operational workflows, objectives, challenges, and growth plans. Establish consistent customer engagement cadences, including regular check-ins, business reviews, strategic planning sessions, and proactive communications. Drive adoption across locations, providers, teams, and relevant platform capabilities. Identify underutilized features and develop targeted strategies to increase adoption and customer value. Help customers optimize workflows spanning scheduling, payments, communications, reporting, marketing, AI-enabled capabilities, and other solutions. Translate customer objectives into measurable outcomes and demonstrate the business value generated through platform adoption. Monitor account health and proactively identify churn risks, adoption gaps, operational challenges, and potential escalations. Develop and execute retention plans for accounts requiring additional support or intervention. Identify opportunities for expansion involving additional products, locations, users, services, and capabilities. Partner with Sales and leadership on renewal planning, commercial opportunities, and account expansion strategies. Maintain clear visibility into account health, risks, opportunities, priorities, and next steps. Represent the voice of enterprise customers internally, providing Product and Engineering teams with clear context, business impact, and prioritization. Consolidate customer feedback and help identify high-impact product and experience improvements. Coordinate complex escalations across Support, Product, Engineering, Sales, and other internal teams while maintaining clear customer communication through resolution. Help customers understand relevant product releases, new capabilities, and improvements that can support their business objectives. Contribute to strong enterprise retention, gross revenue retention, net revenue retention, product adoption, and long-term customer relationships. Requirements: 4+ years of experience in Customer Success, Account Management, Enterprise SaaS, or a closely related customer-facing function. Demonstrated experience managing complex enterprise or multi-location customers with multiple stakeholders and business requirements. Strong executive communication, presentation, relationship-management, and consultative customer engagement skills. Ability to understand operational workflows, identify business challenges, and translate those challenges into practical technology solutions. Strong commercial mi