Technical Senior Client Experience Specialist

At Summit, we're on the lookout for talent that doesn't just think "outside the box," but brings their own unique perspective to the table. With our relentless pursuit of excellence and curiosity, we lead innovation in our industry. We humanize technology by actively listening to our clients, crafting tailored proposals, and delivering on the promise of technology with precision and purpose.  

We’re looking for a trusted advisor, a strategic partner, and a natural leader who can build deep relationships with Enterprise clients, guide complex engagements, and help elevate our CX practice from the inside out. As a Senior Client Experience Manager (Sr. CXM), you’ll be the face of Summit Hosting to some of our most important customers, while also mentoring peers, shaping internal strategy, and contributing to CX-wide initiatives. If you're passionate about building client trust, driving outcomes, and leading with insight, this role is for you. 

• Own high-value, post-sale client relationships across our Enterprise segment, serving as a strategic partner aligned to business outcomes 
• Lead complex engagements, including executive-level QBRs, strategic roadmap planning, and multi-stakeholder conversations 
• Proactively identify risk and manage critical escalations through structured intervention and Heightened State of Awareness (HSA) programs 
• Uncover expansion opportunities and collaborate with Sales and Product teams to deliver tailored, scalable solutions 
• Act as the internal voice of the Enterprise client, championing feedback that drives product and service improvements 
• Collaborate with CX leadership on refining playbooks, segmentation strategies, and best practices across the client journey 
• Mentor other Client Experience Managers, sharing insights, coaching on strategy, and supporting peer development 
• Contribute to key initiatives such as the client health scoring program, Voice of the Customer efforts, and advanced analytics projects 

• Trusted, strategic client partnerships that drive retention, satisfaction, and expansion across the Enterprise base 
• Clear and confident engagement at all levels, from technical users to executive stakeholders 
• Mitigated risks and smooth escalations through proactive planning and responsive action 
• Scalable CX strategies that support internal alignment, team enablement, and client success 
• Elevated team performance through mentorship, collaboration, and process improvement 
• Insights that directly influence product roadmap, service enhancements, and long-term client outcomes 

• Bring 5–7+ years of experience in customer success, Enterprise account management, or client experience leadership, ideally in SaaS, cloud, or managed IT services 
• Have a proven ability to navigate complex, multi-layered client relationships and guide them toward meaningful business outcomes 
• Communicate with confidence and clarity, whether in a 1:1 with an end user or presenting to an executive board 
• Know how to read between the lines of health data, support metrics, and usage trends to shape strategy 
• Love solving problems, thinking big, and finding new ways to add value for both your clients and your team 
• Collaborate naturally across departments, and thrive in fast-paced, high-growth environments 
• Are hands-on with tools like Microsoft 365, Salesforce, Zendesk, and Confluence 

• Experience mentoring others or leading enablement within a CX or success team 
• A track record of driving measurable growth through upsell, expansion, or client advocacy 
• Deep understanding of Enterprise client expectations and the ability to deliver a white-glove experience 

• Empower our people  
• Constant elevation  
• Customer first  
• Focus on outcomes  
• Embrace curiosity 

Benefits: Summit’s total benefit package is highly competitive, designed to support your success at work, at home, and at play – and includes Flexible Time Off, 401k with an employer match, free employee collocation and cloud account, Life Insurance/Long Term Disability, Health Insurance, Vision Insurance, Dental Insurance, and a fun and casual work environment. Your recruiter will be happy to discuss all that Summit has to offer! 

Salary:  $77 - 95 K

Summit is committed to a diverse and inclusive workplace. Summit is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. 

As part of this commitment, Summit will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let us know.