Client Experience Manager

Lead Retention Strategy. Elevate Client Experience. Drive Scalable Impact.

At Valet Living, strong client experience drives retention, growth, and long-term partnerships. As a Client Experience Manager, you will lead how we support, retain, and grow our client base through responsive service and proactive engagement.

Reporting to the Vice President, Standards & Experience, this role partners closely with Sales and Operations to improve client satisfaction, retention, and issue resolution across a large, multi-market portfolio. You will lead and develop a team of Inside Account Executives managing books of business across 500+ communities, driving consistent execution, strong communication, and effective problem resolution.

Compensation & Work Environment Details

Salary Range: $90,000 - $110,000

Bonus: 10% of annual salary

Work Environment: US - Remote
Travel: 20%

What You'll Do:

• Lead & Develop the Team: Manage and coach Inside Account Executives, setting clear expectations and driving performance.

• Drive Retention Strategy: Improve responsiveness, issue resolution, and client communication to strengthen retention.

• Reduce Client Churn: Address client concerns quickly and effectively to minimize cancellations.

• Elevate Client Experience: Build a culture focused on proactive support and efficient problem-solving.

• Prioritize & Execute: Ensure the team focuses on high-impact issues and manages competing priorities effectively.

• Coach Client Communication: Guide the team in handling complex situations, de-escalating issues, and delivering solutions.

• Partner Cross-Functionally: Work with Sales, Operations, and key stakeholders to resolve issues and improve processes.

• Use Data to Drive Decisions: Analyze trends and performance to improve resolution effectiveness and retention outcomes.

• Improve Processes: Identify gaps and implement solutions that improve efficiency and workflows.

• Hire & Develop Talent: Recruit, onboard, and train team members to build a high-performing team.

• Monitor Trends & Performance: Track market dynamics, cancellations, and retention trends.

• Track & Improve KPIs: Monitor churn, renewal rates, and customer lifetime value to drive continuous improvement.

• Support Business Initiatives: Partner on pricing and product strategies that impact the client experience.

We're Looking For:

• Education & Experience: Bachelor's degree in Business, Marketing, or a related field, with 5+ years of experience leading sales and/or customer support teams in high-volume, multi-location environments.

• Client Experience & Retention Expertise: Proven success in customer retention, account management, or similar roles, with the ability to improve client satisfaction and reduce churn.

• Experience Managing at Scale: Experience leading teams across multiple markets or geographies in a remote or distributed environment.

• Strategic & Commercial Thinking: Ability to develop and execute strategies that enhance the client experience and drive long-term value.

• Data-Driven Decision Making: Experience leveraging CRM platforms and data to evaluate performance and inform decisions.

• Strong Communication & Influence: Ability to engage effectively with clients, team members, and cross-functional stakeholders.

• Problem Solving & Execution: Ability to navigate complex challenges with a solution-oriented mindset and strong attention to detail.

• Process & Continuous Improvement Mindset: Focus on improving workflows, driving efficiency, and enhancing team performance.

• Project Management & Prioritization: Ability to manage competing priorities and execute effectively in a fast-paced environment.

Why You'll Love Working with Us:

At Valet Living, we don't just provide essential services; we build careers, create opportunities, and cultivate a culture of excellence. As part of our team, you'll experience a workplace where leadership is about service, growth is the norm, and every detail matters.

Comprehensive Benefits:

• Health Benefits:Medical, dental, and vision coverage for you & your family, plus HSA with employer contributions and Flexible Spending Accounts

• Flexible Time Off:No preset accruals - manage your time and work-life balance your way, plus 10 company-paid holidays.

• Financial Security:401k with company match, life and disability insurance, AD&D, and business travel coverage

• Professional Development:Tuition reimbursement up to $5,250 per year and access to our online education center

• Additional Perks:Referral bonuses, pet insurance, associate assistance programs, discount programs, rewards, recognition, and free access to Torch Fitness virtual programs

The final compensation offered will be determined based on various factors, including the candidate's location, level of experience, and skill set. As such, it may fall outside the range listed above. OTE varies based on performance.

The application window is anticipated to close 60 days from the date the job is posted.

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Valet Living is an Equal Opportunity Employer that values the strength diversity brings to the workplace. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.