Retention & Expansion (Cross-sell) (Manager)

About the Role

Key Responsibilities

• Leading the design of end-to-end client experiences for the retention & expansion stage (post-sales) of the client journey
• Analyzing customer insights (from external and internal clients) and behavioral data to identify pain points and opportunities for experience optimization
• Creating user flows, journey maps, and experience specifications that guide implementation across platforms
• Soliciting feedback and updating design iterations
• Translating complex business requirements into intuitive, brand-aligned client experience solutions and technical requirements
• Partnering with Platform teams, Analytics, or others to translate experience designs into technical requirements for web, CRM, marketing automation, third-party platforms, etc.
• Collaborating with Experience counterparts to ensure seamless transitions and integration across the full client lifecycle
• Communicating experience to business stakeholders through intuitive presentations and consumable deliverables
• Staying current on industry best practices and emerging trends in B2B client experience design

Requirements

• Bachelor's degree in Marketing, Business, CX Design, or related field; MBA or Master's degree preferred
• 4+ years of experience in client/customer experience design, digital marketing, or strategy consulting, preferably within a B2B professional services setting
• Demonstrated expertise in journey mapping, service design, and user experience methodologies
• Strong understanding of marketing technology platforms including CRM, marketing automation, and content management systems
• Experience with data analysis and using insights to drive experience improvements
• Excellent communication skills with the ability to translate complex concepts for diverse audiences
• Exceptional project management capabilities and attention to detail
• Strong leadership skills with experience managing small teams and influencing cross-functional partners
• Strategic thinking with the ability to align experience designs to business objectives
• Ability to travel as needed

Nice to Have

• Experience within a professional services or B2B environment
• Experience with UI/UX design best practices
• Experience working with cross-functional teams including platform, analytics, and marketing

Qualifications

• Bachelor's degree in Marketing, Business, CX Design, or related field
• MBA or Master's degree preferred
• 4+ years of relevant experience

Benefits & Perks

• Participation in medical, dental, and vision insurance programs
• Access to the firm's employee assistance program
• Minimum of 72 hours of paid sick leave
• Paid firm holidays during internship periods
• Eligibility for the firm's 401(k) savings plan and employee retirement plan (for seasonal employees)