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Senior Client Experience Manager at Acquisition.com. Remote Location: Remote, USA . Acquisition.com . is on a mission to make real world business education available to everyone.. At Acquisition.com, we don’t just hire for open roles—we hire for . impact. . If you’re exceptional at what you do and align with our core values: competitive greatness, sincere candor, and unimpeachable character, we want to know you.. Role. As the Senior Client Experience Manager, you will lead our Client Experience Associate team and set the standard for service excellence, professionalism, and discretion while shaping the first impression of our advisory platform. This team is responsible for all client support communications, ensuring that every email, message, and touchpoint is delivered with polish, clarity, and care.. Your focus will be building the operational backbone for the Client Experience function that allows our advisory practice to scale without compromising quality or client trust. You will design systems and workflows that transform routine support into meaningful experiences, from seamless onboarding to anticipatory assistance and discreet resolution of sensitive matters. Whether managing accounts receivable, overseeing workshops, or driving automation, you will ensure every detail reflects accuracy and confidence.. This is a role for a builder who thrives in dynamic environments, understands the nuances of serving sophisticated clientele, and recognizes that the smallest refinements often create the most lasting impressions. In this position, you will not simply manage support operations. You will elevate the way thousands of business owners experience . Acquisition.com. ’s advisory services and lay the foundation for our next stage of growth.. You must live in one of the states we’re registered to operate in: . CA, FL, GA, IN, MI, MN, NV, OH, OR, PA, TN, TX, UT, WI.. Responsibilities. Lead and Elevate the Team. : Manage, coach, and inspire the Client Experience Associate team to deliver refined and empathetic communications that reflect the brand. Recruit and develop talent who embody professionalism, discretion, and attention to detail. Serve as the point of escalation for high-priority issues.. Design and Refine Operations. : Build and maintain workflows, SOPs, and playbooks that allow the business to scale while maintaining a luxury experience. Oversee systems such as Gorgias, HubSpot, and Slack, ensuring automation improves efficiency without sacrificing personalization.. Safeguard Financial Stewardship. : Oversee accounts receivable processes with tact and empathy, guiding sensitive conversations while maintaining exceptional recovery rates. Partner with Finance to implement billing systems that create a seamless experience for clients.. Orchestrate Client Engagements. : Ensure flawless execution of workshops and advisory touchpoints from onboarding through post-engagement feedback. Deliver materials, insights, and follow-ups with timeliness and precision.. Measure and Continuously Elevate. : Define and track KPIs such as client satisfaction, recovery rates, and resolution times. Share insights with leadership, train the team on AI and automation tools, and ensure every interaction builds trust and confidence.. Results. You will be measured on your ability to:. Maintain <3% failed payment rate after recovery efforts. Achieve >90% CSAT on ticket responses. Ensure 100% of support tickets meet internal SLA (e.g., first response in <2 hours, non-urgent resolution time <8 hours, urgent resolution time <4 hours). Deliver 100% of guest lists, surveys, and testimonial assets on time with <1% error rate. Hit >95% QA compliance score across support tickets. Consistently improve resolution speed while reducing manual effort. Keep chatbot flows and LLM guides updated quarterly. Requirements. 5 or more years of experience in client success, client experience, or operations, including 2 or more years leading high-performing teams. Demonstrated ability to serve sophisticated clientele such as executives, entrepreneurs, and business owners with discretion and professionalism. Strong operational expertise with systems such as Gorgias, HubSpot, Slack, and AI-enabled support tools. Exceptional written and verbal communication skills, with the ability to model and teach an elevated, on-brand voice. Proven success designing scalable workflows and processes that preserve a white-glove, personalized experience. High emotional intelligence, sound judgment under pressure, and presence that inspires confidence in both clients and team members. Clear alignment with . Acquisition.com. ’s values: extreme ownership, uncompromising standards, and love for the work. Location. Remote, United States. Must live in one of the states we’re registered to operate in: . CA, FL, GA, IN, MI, MN, NV, OH, OR, PA, TN, TX, UT, WI.. Reporting To. Senior Director, Fulfillment Operations. Managing. A remote team of 3 Client Experience Associates (Eastern time, working on central time zone). Compensation. $124,000 - $152,000 base salary . based on years of experience. The salary range may be inclusive of several levels that would be applicable to the position. Final salary will be based on a number of factors including, level, relevant prior experience, skills, and expertise. This range is only inclusive of base salary, not benefits (more details below).. Benefits. Flexible Time off Policy and Company-wide Holidays (including winter break). Health Insurance options including Medical, Dental, Vision. 401k offering for Traditional and Roth accounts with an employer match. Monthly wellness allowance. State of the art gym for employee use at HQ. Acquisition.com Core Values. Our core values are the heart and soul of this incredible company. The right person for this role will appreciate each of these values, personally subscribe to them, and understand why each is critical to having a great business.. Competitive Greatness. Be at your best when your best is needed. Enjoyment of a hard challenge. Those who have the drive to constantly improve, the superior intellect and long term commitment to see incremental improvements become compounding returns.. Sincere Candor. Have the self awareness to accurately perceive and communicate hard truths that improve others and self, the courage to do so, and the humility to accept them, even when it hurts. Nothing great can be built without feedback: internally or externally.. Unimpeachable Character. Be the type of person with whom people are always proud to associate, personally and professionally. We look for true alignment of thoughts, words, and actions towards a goal worth pursuing.