Sr. CX Manager

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.