Client Experience Manager

Job Title: Client Experience Manager
Location: 100% remote role – US time zones only
Salary: $80,000 base salary, with target total compensation of $100,000 through quarterly performance bonuses and client growth incentives.
Reports to: Director of Operations
PipelinePlus is hiring a Client Experience Manager to own the post-sale client experience across our client engagements. This role combines trusted relationship management with disciplined project management: you will serve as a day-to-day client contact, coordinate internal and external stakeholders, keep work moving in Asana, and proactively manage risks through renewal.
You will focus on helping clients realize value from PipelinePlus services and technology. The ideal candidate is highly organized, client-centered, and skilled at turning a complex engagement into clear next steps, accountable owners, and a consistently strong client experience.
What You’ll Do:
Own client onboarding, engagement coordination, health monitoring, and renewal readiness after the Sales-to-Client Success handoff.
Serve as the primary day-to-day liaison for clients, including participating lawyers, the buying stakeholder (such as a CMBDO), and other firm contacts.
Build and maintain engagement plans, timelines, dependencies, action items, and ownership in Asana; ensure work has clear owners and due dates.
Coordinate communications and deliverables among clients, PipelinePlus faculty, and internal delivery teams, keeping all parties informed and prepared.
Project-manage preparation for presentations and other client deliverables, including scheduling and coordinating prep sessions. Partner with the designated internal owners on content and delivery.
Lead structured client check-ins, document decisions and follow-ups, reinforce value delivered, and identify risks early.
Capture and synthesize client feedback, engagement signals, and outcomes to improve delivery processes and strengthen retention.
Use modern AI-enabled tools to streamline research, drafting, project coordination, and internal workflows. Apply sound judgment to review, refine, and validate work products while maintaining high standards for quality, confidentiality, and client service.
Stay close to client goals, feedback, and evolving needs so we can proactively support renewals, surface opportunities for additional value, and coordinate appropriate follow-up with Sales. This role is not responsible for direct selling or closing new business.
Partner with Sales on a clean handoff and renewal preparation. Sales owns new business, cross-sells, and upsells; Client Success owns post-sale success, adoption, retention, and renewal readiness.
Escalate issues through clear internal channels: faculty and content matters to the faculty lead, and presentation-process matters to the presentation-process owner.
What You Bring to the Table:
Five or more years of experience in client success, account management, consulting, project management, or professional services, ideally with complex, high-touch client engagements.
Experience working with law firms or professional-services clients is strongly preferred.
A demonstrated ability to manage multiple stakeholder groups, competing priorities, deadlines, and deliverables with calm, consistent follow-through.
Strong project-management habits: you can create practical plans, maintain a source of truth, clarify ownership, and surface risks before they become problems.
A track record of supporting client health, retention, adoption, and measurable client outcomes.
Excellent written and verbal communication skills, with sound judgment, empathy, and appropriate accountability.
Strong commercial awareness, with the ability to recognize client needs and growth opportunities while maintaining a trusted, service-first relationship.
Comfort with Asana or a comparable project-management platform; proficiency with Microsoft Office and HubSpot. Familiarity with Apple operating systems and WordPress is a plus.
Comfortable incorporating AI tools into your daily workflow to improve efficiency and quality. Experience using generative AI to support research, writing, analysis, or project management is preferred. You are thoughtful about where AI adds value, where human judgment is essential, and how to handle sensitive information responsibly.
High computer literacy and enthusiasm for learning new software and improving how work gets done.
Application Requirements:
Please send us a 1-2 minute video introducing yourself and telling us why you think you would be a good fit for this role. Send a link to your video to careers@pipelineplus.com
Along with the link to your video, please send a copy of your resume and cover letter.
Why you’ll love working at PipelinePlus:
A supportive, collaborative environment where your work directly contributes to our clients, team, and company.
A culture of leadership, ownership, learning, and client obsession.
A fully remote role with flexibility and an unlimited PTO policy.
Professional-development opportunities, comprehensive medical, dental, and vision coverage, and a $500 home-office stipend.
About us:
With more than 20 years of experience in business development for the legal industry, PipelinePlus provides growth solutions that help law firms strengthen client relationships, develop their people, and drive sustainable revenue growth. Through a combination of advisory services, professional communities, business development education, and our PipelinePlus technology suite, we help law firms turn growth strategy into measurable results.
Equal Employment Opportunity:
PipelinePlus is an equal-opportunity employer. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability (where the applicant is qualified to perform the essential functions of the job), medical condition, protected veteran status, gender identity, genetic information, or any other characteristic.
Applicants who are interested in applying for a position and require special assistance or accommodation during the process due to a disability should contact the PipelinePlus Recruiting Team at careers@pipelineplus.com.

Work arrangement
Yes