Lumin Digital is a fintech company specializing in cloud native digital banking solutions.

Manager, Client Experience

ManagerManagerFull TimeRemoteTeam 51-200H1B No SponsorCompany Site LinkedIn

Location

United States

Posted

98 days ago

Salary

$180K - $195K / year

Bachelor Degree6 yrs expEnglish

Job Description

• Cultivating deep and trusted relationships with assigned financial institution clients by ensuring their satisfaction, retention, and long-term success with Lumin Digital’s platform and services. • Overseeing a team of Account Executives, providing leadership, coaching, and performance management to ensure alignment with client experience goals and company objectives. • Acting as a senior point of contact for escalations and complex client relationships, guiding AEs through problem-solving and communication strategies. • Analyzing team-wide client health metrics (adoption, satisfaction, engagement, retention) and owning strategies to improve outcomes and mitigate risks. • Collaborating with cross-functional teams—Product, Engineering, Support, and Sales—to align on client needs, prioritize enhancements, and optimize the customer journey.

Job Requirements

Six (6) years of experience in client experience, client success, or account management within a SaaS or digital environment is required.
Experience in financial services, digital banking, or fintech strongly preferred.
Experience managing complex client relationships and leading cross-functional collaboration to deliver business outcomes required.
Experience driving client retention, expanding account value through upsells, and improving customer satisfaction metrics required.
Strong leadership and relationship-building skills.
Excellent communication and presentation skills and the ability to influence at all levels.
Strategic mindset with strong problem-solving capabilities.
Familiarity with CRM systems, customer success tools, and analytics platforms.
Ability to navigate ambiguity and prioritize effectively in a fast-paced environment.
Deep understanding of customer lifecycle, digital banking trends, and client engagement strategies.
Passionate about delivering exceptional customer experiences.
Comfortable leading through change, focusing on continuous improvement and scalable process design.
Bachelor's Degree preferred.