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.