Hiring: (WFH) Client Experience Backer (CEB)

Hiring: Client Experience Backer (CEB)

The Client Experience Backer (CEB) is responsible for driving client satisfaction, retention, and long-term value. As the primary post-onboarding contact, the CEB builds strong relationships, proactively addresses client needs, and ensures a seamless experience across the client lifecycle.

Key Responsibilities

• Conduct regular client check-ins via calls, video, and email
• Build and maintain strong client relationships and trust
• Monitor accounts, identify risks/opportunities, and coordinate with internal teams
• Handle client concerns proactively and ensure timely resolution
• Promote referrals and support growth opportunities
• Maintain accurate CRM records and client reports
• Participate in daily role-play and skills development sessions

Success Metrics

• Client engagement and completed check-ins
• Resolution time and CSAT
• Referrals generated and upsell opportunities identified

Reporting Line

Reports to the Client Experience Supervisor

Ideal for a strategic, empathetic communicator focused on client success and high-performance delivery.