Customer Experience Manager

Are you looking to join a company that values a supportive culture, inclusion, growth, and the ability to work in and out of the office on a flexible basis? CAMS (Community Association Management Services), one of the fastest-growing HOA management companies in the southeastern US and a certified Great Place to Work®, was founded on the simple idea that people and relationships come first, and this idea is at the core of everything we do. At CAMS, you will be immersed in a technologically advanced and team-oriented company.

The Customer Experience Manager is responsible for overseeing and optimizing the complete customer journey for CAMS clients, from initial onboarding through long-term partnership and renewal. This role serves as the voice of the customer throughout the organization, ensuring that customer needs, feedback, and experiences are reflected in operational processes, service delivery, technology solutions, and strategic initiatives.

The Customer Experience Manager collaborates with Sales, Transitions, Operations, Regional Leadership, Community Managers, Customer Support, Accounting, and Marketing to create a consistent, high-quality customer experience across all stages of the client lifecycle. The position is responsible for measuring customer health, identifying opportunities for improvement, driving retention initiatives, and ensuring smooth transitions throughout the customer relationship.

Responsibilities:

Customer Journey Management

• Own and continuously improve the end-to-end customer journey from contract signing through long-term partnership.
• Identify customer pain points and moments that matter throughout the customer lifecycle.
• Partner with operational leaders to improve customer touchpoints and service consistency.
• Establish standards and success metrics for each stage of the customer journey.

Client Onboarding Experience

• Own the customer’s first impressions once Sales team hands-off.
• Assist with, support and monitor onboarding processes and customer readiness throughout transition and implementation.
• Partner with the Transitions Team, Sales Team, and Operations Leadership to improve onboarding outcomes.
• Analyze onboarding feedback and identify opportunities to improve customer adoption and satisfaction.
• Track onboarding success metrics and long-term performance of newly onboarded associations or acquisitions (tuck-unders).

Customer Health & Retention

• Develop and maintain customer journey maps and customer health scoring methodologies for associations, board members, homeowners, and other key stakeholders.
• Implement, support, monitor and carry-out client touch-points; ongoing and at key moments in the journey e.g. board transition, CM transition, developer transition
• Monitor indicators of customer satisfaction, engagement, risk, and retention.

Quality Assurance & Service Excellence

• Conduct periodic audits of customer interactions and service delivery activities.
• Evaluate adherence to CAMS service standards and customer experience expectations.
• Identify coaching and training opportunities based on customer data and feedback.
• Partner with operational leaders to address recurring service issues.
• Recommend enhancements to improve consistency and quality across regions.

Strategic Leadership

• Serve as the organizational champion for customer-centric decision making.
• Provide customer-impact assessments for operational, technology, and policy changes.
• Participate in strategic initiatives, acquisitions, integrations, and organizational improvement projects.
• Support executive leadership with customer experience insights and recommendations.