Manager of Client Success

Location: Bozeman, MT, 59718
Job Description:
Zoot is dedicated to delivering exceptional service and building lasting relationships with our clients. We believe client experience is more than service—it's about anticipating needs, solving challenges, and creating meaningful value at every interaction. The Manager of Client Experience (CX) plays a key role in championing a customer-first culture, ensuring that every interaction aligns with Zoot's brand values and business objectives. This position executes initiatives around the optimization of the customer journey, leveraging data-driven insights to improve engagement and service quality. The CX Manager collaborates closely with cross-functional teams to create seamless, personalized experiences that drive long-term success. For over 30 years, Zoot Enterprises has been a global provider of advanced origination, acquisition, and decision management solutions. Our customer-centric tools and services enable Zoot's clients to add value and differentiation, while providing nimble, scalable solutions for specific business objectives. Zoot provides a cloud based, secure processing environment. We offer tailored data driven decisioning technology solutions that empower our clients to streamline processes, increase flexibility and efficiency, accelerate growth, while accessing hundreds of cutting edge data sources to help reduce risk.
Key Responsibilities

• Execute upon client experience strategy that aligns with Zoot's initiatives, including developing a concrete plan, organizing the work, coordinating with the team, monitoring progress, and ensuring deliverables meet Zoot's objectives.
• Analyze and refine every stage of the customer journey, identifying pain points and opportunities to create seamless, personalized, and engaging experiences across all touchpoints.
• Partner with marketing, sales, product, operations, and other teams to ensure a cohesive approach to customer engagement. Advocate for customer needs in decision-making processes and help drive alignment across departments.
• Lead, mentor, and develop a high-performing CX team, fostering a culture of collaboration, innovation, and excellence.
• Leverage customer feedback, analytics, and key performance indicators (KPIs) to identify trends, measure satisfaction, and implement strategies that enhance the overall experience.
• Identify opportunities to streamline and automate customer experience processes.
• Foster strong relationships with customers, building programs that drive engagement and long-term brand loyalty. Implement initiatives such as loyalty programs, community engagement, and proactive outreach to enhance the customer experience.
• Other duties as assigned.

Qualifications and Skills

• Bachelor's degree in Business, Communications, or related field (Master's preferred).
• 5+ years of experience in client success, customer experience, or account management roles, with at least 2+ years in a management or team lead capacity.
• Proven ability to lead and motivate a team, fostering accountability and high performance.
• Strong business acumen and analytical skills, with experience using data to drive decisions.
• Excellent communication, conflict resolution, and relationship-building skills.
• Familiarity with customer success software, CRM platforms, and data reporting tools.
• Ability to thrive in a fast-paced environment with competing priorities.

Physical Requirements:
All positions at Zoot require the ability to move about inside an office environment which includes the operation of computers and other office productivity machinery and frequently communicates with other employees, clients, vendors, and visitors. This position specifically requires long periods of sitting at a computer workstation.

Working Conditions | Work Hours | Location:
This position will take place primarily in an office setting. It is expected that employees, and specifically this position, regularly and consistently report to work on-site at Zoot's headquarters and work between 40-45 hours per week. This will include working during Zoot's "Core Hours" which are between 9am-4pm Mountain Time Monday-Friday. This position may require travel. Occasional nighttime and weekend work is required within the position.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job which may include helping others in the same or different departments, may be assigned by supervision. Duties, responsibilities and activities may change at any time with or without notice.