Offer summary

Qualifications:

5–7+ years of experience in customer success, Enterprise account management, or client experience leadership, ideally in SaaS, cloud, or managed IT services., Proven ability to navigate complex client relationships and guide them toward meaningful business outcomes., Strong communication skills, capable of engaging with both technical users and executive stakeholders., Familiarity with tools like Microsoft 365, Salesforce, Zendesk, and Confluence..

Key responsibilities:

Own high-value, post-sale client relationships across the Enterprise segment as a strategic partner.

Lead complex engagements, including executive-level QBRs and strategic roadmap planning.

Proactively identify risks and manage critical escalations through structured intervention.

Collaborate with Sales and Product teams to uncover expansion opportunities and deliver tailored solutions.

Job description

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.

What You'll Do:

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

What You’ll Deliver:

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

You’ll Thrive in This Role If You:

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

Bonus Points:

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

At Summit, our culture and core values are important to us. As a diverse team of passionate pathfinders, we deliver on the promise of technology. If this sparks your interest, we'd love to chat with you!

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: 74K - 88K

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.

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