Client Experience and Loyalty Manager | Remote, USA JOB-ID-1140

Full Job Description

Client Experience & Loyalty Manager (Remote – U.S.)

This position is fully remote and open to candidates located anywhere within the continental United States.

Optiv is seeking a Client Experience & Loyalty Manager to lead the strategic design, execution, and continuous improvement of the end-to-end client experience. This role plays a critical part in strengthening long-term client relationships, increasing customer satisfaction and loyalty, improving lifetime value, and reducing churn across Optiv’s client base.

Sitting at the intersection of marketing, sales, service delivery, and revenue operations, this role partners closely with cross-functional teams to ensure a consistent, high-quality client experience that reflects the Optiv Promise. The successful candidate will serve as a strong client advocate, using insights, data, and feedback to influence strategy and execution across the organization.

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About the Role

The Client Experience & Loyalty Manager is responsible for overseeing the full client lifecycle—from onboarding through long-term engagement—ensuring that every interaction contributes to trust, satisfaction, and sustained business growth.

You will act as the voice of the client, translating feedback and behavior into actionable recommendations that improve programs, processes, and outcomes. This role requires a blend of strategic thinking, operational execution, data analysis, and executive-level communication.

The ideal candidate is highly collaborative, comfortable working with senior stakeholders, and passionate about building scalable client experience programs in a complex, fast-paced environment—preferably within cybersecurity or technology services.

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How You’ll Make an Impact

In this role, you will directly influence how clients experience Optiv across every touchpoint. Key responsibilities include:

Client Advocacy & Relationship Management

• Partner with the Go-To-Market (GTM) team to own the voice of the client across all channels
• Serve as a primary point of contact for high-value and at-risk clients, helping resolve issues and strengthen relationships
• Build trusted relationships with external executive stakeholders, facilitating productive discussions and decision-making

Client Feedback & Satisfaction

• Manage and evolve client satisfaction surveys and feedback programs
• Analyze survey data and qualitative feedback to identify trends, gaps, and opportunities
• Establish a structured feedback framework that drives continuous improvement across teams

Loyalty & Retention Strategy

• Expand and optimize Optiv’s Client Loyalty Program to improve long-term engagement and lifetime experience
• Increase referral rates by improving client willingness to recommend Optiv
• Monitor client engagement signals to identify early indicators of churn or attrition risk

Data & Insights

• Analyze customer data to understand client behavior, preferences, and sentiment
• Partner with finance and revenue teams to evaluate the ROI of retention and loyalty initiatives
• Use data-driven insights to make clear, actionable recommendations to leadership

Cross-Functional Collaboration

• Work closely with Sales, Enablement, Marketing, Finance, Revenue Operations, and Client Advisory teams
• Operationalize and track the Optiv Promise in partnership with Sales and Enablement
• Collaborate with enablement teams to ensure training programs align with client needs and expectations
• Partner with Marketing to support client events and executive-level engagements

Lifecycle & Experience Optimization

• Implement best practices for onboarding, adoption, and customer lifecycle management
• Continuously improve client experience processes through iteration and innovation
• Stay informed on industry trends, emerging technologies, and evolving client requirements

Culture & Leadership

• Foster a culture of client advocacy, responsiveness, and continuous improvement
• Influence internal teams to prioritize client experience in decision-making
• Perform additional duties as assigned and comply with all Optiv policies and standards

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What We’re Looking For

Education & Experience

• Bachelor’s degree preferred or equivalent experience in a related field
• 4–7 years of customer-facing experience, including customer success, relationship management, sales, or escalation management
• Experience within the cybersecurity or technology industry is strongly preferred

Skills & Competencies

• Proven ability to lead meetings with external executive stakeholders
• Strong experience influencing decisions, documenting progress, and resolving complex issues collaboratively
• Demonstrated success building and maintaining relationships with senior leaders
• Ability to untangle complex processes and present clear, data-driven insights
• Exceptional communication skills, with the ability to translate complexity into simple, actionable messages
• Comfort working across multiple teams and navigating ambiguity

Technical & Systems Knowledge

• Familiarity with Salesforce, including reporting, dashboards, CPQ, and opportunity management
• Strong analytical skills and comfort working with customer and performance data

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What You Can Expect from Optiv

Optiv is committed to creating an environment where employees can thrive professionally and personally. As part of the team, you can expect:

Culture & Values

• A strong commitment to Diversity, Equity, and Inclusion, supported by Employee Resource Groups
• A culture that values collaboration, integrity, and client-first thinking

Work-Life Balance

• Fully remote work environment (role dependent)
• Flexibility that supports personal and professional balance

Growth & Development

• Access to professional training and development resources
• Opportunities to work on creative, complex, and high-impact projects
• Exposure to senior leadership and cross-functional initiatives

Community & Purpose

• Volunteer opportunities through “Optiv Chips In”, encouraging community engagement
• A company culture that supports giving back and making a meaningful impact

Remote Enablement

• The tools, technology, and support needed to work productively from home

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Equal Employment Opportunity

Optiv is an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, pregnancy, age (40 and over), marital status, genetic information, national origin, disability, military or veteran status, or any other status protected by applicable law.