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Senior Manager, Client Experience

2 weeks, 5 days ago
Canada
Full-time
Lead
Customer Success Manager
Customer and Technical Support
HubSpot
Apply Now
Boldr

Boldr

Boldr specializes in building global teams through ethical talent outsourcing, connecting businesses with skilled professionals while prioritizing social sustainability and performance.

Professional Services
251-1K
Founded 2016
View All Jobs 18

Description

  • Serve as the senior point of contact for strategic client accounts and build a deep understanding of each client’s business goals and definition of success.
  • Connect performance metrics such as CSAT, data accuracy, and turnaround times to business outcomes like churn reduction, retention, and campaign effectiveness.
  • Lead business reviews and strategic discussions grounded in insights, outcomes, and opportunities for improvement.
  • Partner with clients to identify process improvements, automation opportunities, and value-added services.
  • Lead, mentor, and grow a team of (Senior) Team Captains across multiple geographies.
  • Drive operational excellence, continuous improvement, and professional development across client teams.
  • Monitor and manage client KPIs and SLAs while also focusing on client outcomes and business impact.
  • Oversee service delivery operations, including accurate reporting, staffing, capacity planning, and resource alignment.
  • Collaborate with internal stakeholders to ensure seamless service delivery and aligned leadership.
  • Stay current on customer support, customer experience, AI, and outsourcing trends to recommend workflow and service improvements.

Requirements

  • 5+ years of experience in client success, operations, or service delivery, preferably in BPO, SaaS, or data-heavy environments.
  • 4+ years of direct people leadership experience, with a track record of growing and mentoring managers or team leads.
  • 5+ years in a client-facing role.
  • Strong understanding of customer support, customer experience, and related workflows.
  • Strategic mindset with the ability to balance long-term vision and tactical execution.
  • Experience managing cross-functional stakeholders and navigating complex client environments.
  • Exceptional communication, presentation, and client relationship skills.
  • Strong proficiency with Google Workspace, especially Sheets, Docs, and Slides.
  • Experience with HubSpot, Zendesk, or BI tools is a plus.
  • Curious, authentic, analytical, detail-oriented, proactive, and able to manage conflict effectively.

Interested in this position?

Apply directly on the company website

Apply Now

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