Customer Experience Manager

Lakeshore IT Solutions is for driven professionals who are passionate about using technology to solve real business challenges and create meaningful customer outcomes. We’re built for individuals who thrive in a collaborative, fast paced environment and are energized by innovation, accountability, and continuous improvement.

  Ideal Candidate:

• You have a strong program management understanding 
• You have a problem solvers mentality 
• You are looking for an organization that will help you grow

Our team members want more than just a job, they want an opportunity to make an impact. At Lakeshore IT, you’ll work alongside forward thinking experts to deliver modern IT solutions to organizations of all sizes, building trusted relationships and helping customers achieve their strategic goals. If you’re motivated by growth, value teamwork, and are excited to contribute to a culture where your ideas and results are recognized, Lakeshore IT is the place to advance your career.

The Customer Experience Manager is responsible for owning and enhancing the end‑to‑end customer journey, ensuring a consistent, positive, and value‑driven experience across all touchpoints. This role focuses on building strong customer relationships, improving satisfaction and retention, and aligning internal teams around a customer‑first mindset.

Why Lakeshore:

• People First Culture 
• Opportunities for Learning and Career Advancement
• Hands-on Exposure to Diverse Technologies

As a cross‑functional leader, the Customer Experience Manager works closely with sales, support, operations, and leadership to identify customer needs, address pain points, and implement process improvements that elevate service delivery. This position uses customer feedback, performance metrics, and direct engagement to drive continuous improvement and long‑term loyalty.

The ideal candidate is proactive, data‑driven, and highly collaborative, with a strong ability to balance strategic planning and hands‑on execution. Success in this role comes from advocating for the customer, driving measurable improvements in experience, and ensuring customers feel supported, heard, and valued throughout their lifecycle.

• Own and manage the end‑to‑end customer journey, ensuring a consistent, positive experience across all touchpoints
• Build and maintain strong customer relationships, acting as an advocate for customer needs and expectations
• Analyze customer feedback and performance metrics (CSAT, NPS, churn, retention) to identify trends and improvement opportunities
• Develop and implement customer experience initiatives that improve satisfaction, loyalty, and long‑term retention
• Collaborate cross‑functionally with sales, support, operations, and leadership to align teams around customer‑focused goals
• Resolve escalated customer issues, ensuring timely, professional, and effective outcomes
• Standardize processes and best practices to deliver consistent service and support across the organization
• Report on customer experience performance, providing insights and recommendations to leadership

• Demonstrate the ability to align customer goals to outcomes, preferably in a B2B environment
• Strong understanding of customer journey mapping, satisfaction metrics, and retention strategies
• Demonstrated ability to analyze customer feedback and performance data (CSAT, NPS, churn, retention) and translate insights into action
• Excellent communication and interpersonal skills, with the ability to engage customers and internal stakeholders at all levels
• Experience leading cross‑functional collaboration to drive customer‑focused process improvements
• Ability to manage and resolve escalated customer issues professionally and effectively
• Strong organizational and time‑management skills, with the ability to prioritize multiple initiatives simultaneously
• Proficiency with CRM platforms and customer feedback tools (e.g., Salesforce)

• Do you take ownership of challenges 
• Do you have a follow-up / follow-through attitude 
• Are you comfortable building something new 
• Are you motivated by problem solving 

Lakeshore IT Solutions is for driven professionals who are passionate about using technology to solve real business challenges and create meaningful customer outcomes. We’re built for individuals who thrive in a collaborative, fast paced environment and are energized by innovation, accountability, and continuous improvement.

Ideal Candidate:

• XXX
• XXX
• XXX

Our team members want more than just a job, they want an opportunity to make an impact. At Lakeshore IT, you’ll work alongside forward thinking experts to deliver modern IT solutions to organizations of all sizes, building trusted relationships and helping customers achieve their strategic goals. If you’re motivated by growth, value teamwork, and are excited to contribute to a culture where your ideas and results are recognized, Lakeshore IT is the place to advance your career.

Open

• Open

• Open