Technical Senior Client Experience Specialist

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