Role Description The Manager of Client Experience is the human a Leadr client meets at the most important moment of their journey with us; the moment they are thinking about leaving. This role exists to catch clients at the edge of refund, meet them with radical empathy and calm professionalism, and convert the vast majority of those conversations into renewed trust, a creative resolution, or - when the right answer is a refund - a friendly, professional exit that leaves the client genuinely glad they spoke to Leadr. This role is the single point of accountability for Leadr's refund save motion. Success Advisors and Sales Advisors warm-hand off any escalation with the framing, 'I'm going to put you in touch with our Manager of Client Experience because I want to make sure this gets the full attention it deserves.' From that moment forward, the Manager of Client Experience owns the relationship. Equally important: - Every case is an opportunity to improve our products and services. - This role is responsible for turning raw case notes into structured product, sales, and CS improvement opportunities, presented weekly at the Product Improvement Call and surfaced in the Sales / Success Handoff Syncs. - The Manager of Client Experience is how Leadr hears, at scale, what's actually breaking the client experience. Dual accountability: - Measured refund save rate and retained revenue. - Post-call NPS regardless of the refund outcome. Responsibilities - Client Recovery Calls - Real-Time Availability: Maintain an always-on posture during business hours (8 am - 5 pm Mountain Time, ideally) for Success Advisor escalations. Respond to every warm handoff within 2 business hours and get on a live call the same day whenever possible. - Warm Handoff Intake: Accept escalations through the defined SA handoff script. Confirm client context, product, rep, and prior communication before the first call. Coach SAs on handoff quality when the framing slips. - Structured Listening: Run a disciplined listening protocol: let the client speak fully, take verbatim notes where possible, validate explicitly, and play back the scenario until the client confirms they feel heard. This alone resolves roughly 50% of cases. - Resolution Design: For cases not resolved through listening, design creative resolutions — session bonuses, program transfers, pod reassignments, extended access, concierge coaching, partial credits using the Save Playbook as a starting point. - Refund Authorization: Hold full authority up to program price to grant full or partial refunds when that is the right answer. Refund decisions are business decisions issued with speed, professionalism, and a clean off-ramp for the client. - Client Experience and Post-Call NPS - Post-Call NPS Program: Send a post-call NPS survey after every escalation call within 24 hours. Review every detractor score personally within one business day and follow up to close the loop. - Experience Standard: Regardless of refund outcome, every client must leave the call feeling respected, heard, and impressed with the professionalism with which Leadr showed up. - Detractor Recovery: Own the recovery process for any post-call detractor: follow-up call, written outreach where appropriate, escalation to the Head of CS or CEO where warranted. - Boundaries With Empathy: Hold the line on policy, program design, and margin while sustaining warmth. - Case Documentation and Pattern Intelligence - Case Record of Truth: Maintain a complete record for every escalation: client name, product, sales rep, refund reason, resolution path, outcome, save dollars, post-call NPS, and all notes. - Reason-Code Tagging: Tag every case with standardized reason codes and structural pattern tags that enable cohort analysis. - Weekly Pattern Synthesis: Convert case notes into a weekly pattern report: top 3 themes, rep-level or product-level concentrations, and candidate structural fixes. - Monthly Cohort Retrospective - Publish a monthly cohort retrospective, save rate and NPS by product, by rep, by tenure bucket, and by reason, with recommended actions for CS, Sales, Product, and Marketing. Qualifications - History in customer relations with a focus on customer retention/satisfaction. - Previous sales experience (recommended). - Technical knowledge: HubSpot, Zoom, Slack, Stripe / PayPal / Authorize.net / Elective / EasyPay, Google Workspace, Asana, Notion or Airtable, Loom, NPS / survey tooling, Refund authorization and finance workflows, Basic data literacy in Sheets / Excel for cohort retrospectives. Benefits - Full-time, 1099 position. - Work Remotely: We're a 100% remote company with team members across North America. - Company Training & Education Fund: $85,000 per year allocated for team member training and education. - Annual All Expenses Paid Company Offsites: Our last few offsite locations include Costa Rica, Scottsdale, Orlando, and Nashville. - $60,000-$80,000 USD annually DOE. Company Description Leadr is a professional speaking and thought leadership accelerator helping bold thinkers turn powerful ideas into stages, businesses, and lasting influence. We believe there's an authentic message in everyone and, if delivered well, can change rooms and change lives. We partner with ambitious founders, executives, and industry leaders who are ready to clarify their voice, elevate their authority, and step into bigger opportunities. Our programs combine strategic positioning, message development, and performance coaching to help clients command attention with confidence and authenticity. We are a lean, fast-moving, fully remote team that builds with intention and our clients' best interest in mind. No bureaucracy. No unnecessary layers. Just smart, driven people who care deeply about impact and excellence. Our culture reflects that standard. We're proud to maintain an average employee Net Promoter Score (eNPS) of 95%, a reflection of the trust, alignment, and high-performance environment we've built together.