Client Experience Manager

sauron.systems • San Francisco, CA

5h

About The Position

The Client Experience Manager will own and elevate the end-to-end client journey for Sauron’s high-touch residential security product, serving as the trusted, day-to-day partner to our customers. This role sits at the intersection of client service, operations, and product — ensuring every interaction is seamless, proactive, and deeply personalized, while translating real-world client feedback into actionable insights for engineering and leadership. As one of the first hires dedicated to client experience, you will help build the function from the ground up, designing the processes, systems, and standards that define how Sauron delivers a premium, concierge-level /experience at scale.

Requirements

• 3–5 years of experience in a client-facing role within a technology company — whether in customer success, technical support, account management, or a related function.
• Demonstrated experience working with high-profile, demanding clients or high-net-worth individuals — you know how to meet elevated expectations with grace and professionalism.
• Comfort with technology and the ability to triage client-reported issues, articulate them clearly to engineering, and follow up through resolution.
• Strong organizational skills and ability to manage multiple client relationships simultaneously.
• Excellent written and verbal communication skills.

Nice To Haves

• Experience logging and tracking bugs or support issues in tools such as Linear, or similar platforms is a plus.

Responsibilities

• Serving as the primary point of contact for clients — delivering a seamless and elevated experience at every touchpoint, including real-time support when systems or features aren't performing as expected.
• Acting as the main liaison between clients and our engineering and product teams — logging bugs, clearly documenting issues, and following through until resolution.
• Coordinating and supporting on-site client visits and in-home appointments.
• Building and nurturing long-term client relationships through consistent follow-up and proactive communication.
• Anticipating client needs and resolving inquiries or issues with efficiency and empathy — whether that's a technical malfunction or a missed notification.
• Gathering and documenting client feedback to help inform service improvements and product development.
• Collaborating closely with product, engineering, and customer success teams to ensure a cohesive client journey.
• Partnering with leadership to design and build the client experience function from the ground up — creating the workflows, tools, and systems that will define how we serve clients at scale.
• Staying informed about relevant technology and product developments to better serve our clients.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed