Role Overview

The Senior CX Manager is a senior individual contributor responsible for managing and growing Proto's strategic enterprise accounts across Government, Telecommunications, and Healthcare.

The role focuses on three key outcomes: building strong executive-level client relationships, preventing churn, and driving upsell and account expansion opportunities.

The Senior CX Manager serves as the face of Proto for strategic clients, while also taking hands-on ownership of day-to-day account management, AI Agent performance and enhancements, project coordination, and client requirements.

This role is ideal for someone who can operate independently and effectively within lean, fast-moving teams, taking ownership from client conversations through execution.

Key Responsibilities

Own strategic client relationships and serve as the primary CX contact and face of Proto.

Build and maintain relationships with VP-level, President-level, Director-level, and government stakeholders.

Proactively monitor account health, identify churn risks, and drive actions to retain clients.

Identify and pursue upsell, cross-sell, and account expansion opportunities within existing accounts.

Manage the day-to-day performance and operations of deployed AI Agents, including monitoring issues, coordinating enhancements, reviewing conversations, and ensuring client requirements are addressed.

Own chatbot and AI Agent enhancements, from gathering requirements through coordination, testing, and deployment.

Lead client discussions for requirements gathering, scoping, implementation, and business reviews.

Manage projects and coordinate deliverables across CX, Forward Deployed, Partnerships, Product and Engineering teams

Translate client requirements into clear actions and ensure follow-through to completion.

Work effectively with lean internal teams, taking hands-on ownership rather than relying on large support functions.

Participate in face-to-face meetings, particularly during implementation, discovery, and scoping for new or expanding accounts.

Understand basic technical concepts including APIs, integrations, and AI Agent workflows.

Operate effectively in a fast-paced environment with changing priorities and high client expectations.

Required Qualifications

5-7+ years of experience in Account Management, Client Management, Customer Success, Customer Experience, or a similar client-facing role.

Proven track record in upselling, cross-selling, account expansion, or growing existing client relationships.

Experience managing enterprise, strategic, or high-value accounts.

Strong project management and stakeholder management skills.

Experience communicating with senior executives and decision-makers.

Excellent written and verbal English communication skills.

Highly polished, professional, and confident in client-facing situations.

Strong commercial, problem-solving, and organizational skills.

Comfortable operating independently as a senior individual contributor.

Able to thrive within lean, fast-paced, and highly dynamic teams.

Experience in SaaS, AI, technology, or technology-enabled services.

Working knowledge of LLMs, NLP, chatbots, and AI Agents.

Basic understanding of APIs, integrations, and technical implementations.

Sr. CX Manager