Client Experience Manager

Overview The Client Experience Manager serves as Abacus’s primary relationship owner and client advocate, responsible for driving client satisfaction, retention, and long-term value realization across assigned accounts. Acting as the key liaison between clients and internal teams, the CXM ensures clear communication, proactive engagement, and alignment between Abacus’s services and each client’s business priorities. Through strong relationship management, technical expertise, and a deep understanding of Abacus’s solutions, cybersecurity capabilities, and service delivery model, the CXM advises clients on best practices, identifies opportunities to expand value, and coordinates cross-functional efforts to deliver measurable outcomes. The role also gathers and analyzes client feedback, service trends, and market intelligence to enhance the client experience, improve service delivery, and support business growth through thoughtful identification and progression of commercial opportunities. This is a hybrid role requiring 2-3 days per week in our New York City office. Job Description Duties and Responsibilities: • What the Client Experience Manager does at Abacus • The Client Experience Manager owns the client relationship after client onboarding and is accountable for keeping the relationship healthy, informed, and moving forward. The role blends relationship management, account growth, service coordination, and escalation ownership. • Serve as the primary point of contact for assigned clients, build trust with key decision makers, maintain consistent communication, and ensure clients know how to engage Abacus when questions, issues, projects, or business priorities arise. • Conduct regular business reviews and discussions to understand each client’s business objectives, technical environment, risks, service experience, and upcoming needs. Translate those conversations into follow-up actions, recommendations, upsell opportunities, and internal alignment • Represent the client’s perspective across Abacus by collaborating with service delivery, engineering, project, sales, billing, and leadership teams. Ensure feedback is shared, issues are tracked, and client-impacting items receive timely attention. • Help clients derive value from Abacus products and services by identifying gaps, communicating relevant capabilities, and connecting client needs to tailored solutions that support satisfaction, retention, and long-term partnership health. • Own client-facing communication during escalations, coordinate the right internal resources, drive timely resolution, and maintain the relationship through clear expectations, status updates, and follow-through. • Manage day-to-day pipeline activity for assigned opportunities, including tracking, qualification, follow-ups, and deal progression from initial conversation through close, while ensuring recommendations are aligned to client needs. • Proactively schedule and conduct in-person client meetings when feasible to strengthen relationships, deepen discovery, clarify priorities, and move strategic conversations or opportunities forward. • Identify at-risk client relationships early, collaborate with internal teams to understand root causes, and help develop practical plans that address concerns and restore confidence • Serve as the primary relationship owner and trusted advisor for an assigned portfolio of clients, building strong stakeholder relationships and ensuring long-term client satisfaction, retention, and value realization. • Conduct recurring client meetings, business reviews, and in-person engagements to understand client objectives, evaluate service performance, address challenges, and align Abacus solutions with evolving business needs. • Act as the client advocate w