Client Experience Manager
Top Benefits
About the role
Who We Are
At LuminUltra, we do not just test for microbes, we bring clarity to uncertainty. Our tools and services empower industries to get the insights they need to act with speed, precision and confidence.
As a global leader in applied molecular diagnostics, we support organizations across the water, energy and food sectors - where microbial risks can threaten safety, compliance, and operational performance. Through our suite of innovative testing solutions and expert services, we equip frontline teams with the insights they need to make high-stakes decisions quickly and accurately. Behind every test result is a deeper purpose: to help industries and communities thrive. From detecting early-stage contamination in food production, to ensuring asset integrity in complex industrial systems, to identifying pathogens in water networks, our work is about keeping essential operations moving with less risk and greater resilience.
Founded in 2003 and headquartered in Fredericton, New Brunswick, LuminUltra has grown into a globally recognized company with a team located across Canada, the U.S., the UK and France. We’re united by a shared vision: a resilient world where industries and communities thrive with clarity and control over microbial risks.
Join us and be part of an innovative, collaborative team that shows up every day - for our customers, and for each other.
Where You’ll Work
We are open to remote work from one of the provinces that we are established in – Alberta, British Columbia, Ontario, New Brunswick, and Nova Scotia. There are opportunities for hybrid work if located close to Fredericton, New Brunswick.
What You Will Do
LuminUltra is searching for a Client Experience Manager
to join and lead our growing and dynamic Client Experience Team.
At LuminUltra, we believe that client experience (CX) is not just a department – it is a company-wide commitment. As we grow across water, energy, and food sectors, we are elevating how we support, engage, and learn from our clients. The Client Experience Manager will play a pivotal leadership role in making that vision a reality.
In this role, you will play a critical part in supporting the delivery of remarkable experiences that enrich the lives of our clients. This is a strategic and operational role that blends hands-on leadership of a growing team with proactive ownership of systems, satisfaction reporting, brand-aligned communication, and internal enablement across functions. You will be a core driver of how we listen, respond, and evolve based on the voice of our clients. This position offers a base salary range of $70,000 to $90,000 CAD depending on experience.
The ideal candidate will be an accountable, detail-oriented, and highly dependable leader who thrives in fast-paced, dynamic environments. In this role, the Client Experience Manager will have key responsibilities, such as:
- Lead & Empower the CX Team: Guide and coach team members in daily support operations, ensuring service level agreements (SLA) achievement, capability growth, and consistency in delivery. Conduct regular peer reviews and feedback sessions.
- Deliver Exceptional Support: Ensure < 2-hour first response time and < 48-hour case resolution across all product offerings via ticket replies, phone calls, and video calls.
- Shape a Proactive Client Experience Model: Move beyond ticket resolution by creating scalable processes, playbooks, and rituals that ensure clients feel confident, heard, and supported throughout their lifecycle.
- Embed the Voice of the Client: Own the operational execution of LuminUltra’s NPS program—drive response rate increases, surface actionable insights, and present findings quarterly to leadership teams.
- Improve Onboarding Excellence: Lead projects to enhance client onboarding by managing end-to-end virtual onboarding, from scheduling and delivery to curriculum refinement, performance tracking, and peer enablement for consistency and scale.
- Maintain Brand and Communication Standards: Ensure all CX communication—written or verbal—is clear, on-brand, and aligned with our brand voice.
- Own Knowledge Center Integrity: Conduct monthly audits, coordinate content updates with stakeholders, and track usage metrics to ensure self-serve resources remain accurate and trusted.
- Contribute to CX Strategy: Identify recurring client pain points and recommend process, policy, and tool enhancements that strengthen scalability and impact.
- Enable Company-Wide Client Focus: Partner cross-functionally to embed VOC learnings, support functional enablement, and ensure CX improvements extend beyond the CX team itself.
- Other duties, as assigned.
Who You Are
You are an adaptable, growth-oriented, problem-solver with strong communication, organization, and leadership skills. Additionally, you bring skills and experience such as:
- Diploma or degree in Business Administration, Marketing, Communications, or a related field. Equivalent combination of education and relevant work experience will also be considered.
- 5+ years of professional experience in customer/client success, account management, marketing, or operations roles.
- Demonstrated experience managing client onboarding, support, or retention programs.
- Experience working cross-functionally with sales, product development, and marketing teams.
- Familiarity with CRM systems (Salesforce, ZenDesk, Outreach, or equivalent) and customer engagement tools.
- Strong communication and interpersonal skills; able to build trust and influence stakeholders at all levels.
- Project management capabilities for coordinating onboarding, training, or engagement programs.
- Comfortable balancing strategic client engagement with day-to-day operational tasks.
Bonus Points For
- Experience in water, energy, or food & beverage industries.
- Working knowledge of adult learning or onboarding program design.
- Certifications in Customer Experience Management.
Why Join LuminUltra?
LuminUltra has a culture that values communication, collaboration, development, work-life balance, flexibility, and employee recognition. We provide an extensive list of resources and benefits that support our culture, foster work-life balance, and promote personal and professional development.
We offer benefits that allow our team to thrive at work and outside the office. All team members are rewarded with:
- generous paid time off policies, such as 5 paid flex/sick days, 2 volunteer days, and 3-weeks paid vacation and 11 paid holidays
- group RRSP plan with 3% company matching contributions
- firm sponsored social events
- opportunities for performance bonus pay based on target achievement
- eligibility for health, dental, vision, life, critical illness, AD&D, and LTD benefits (family and single coverage) along with mental health resources and an Employee Assistance Program.
LuminUltra provides various opportunities for personal and professional development. We are a small organization which allows for continual experiential learning opportunities for those who are up to the challenge!
If hired, employment eligibility verification will be carried out upon selection.
About LuminUltra Technologies Ltd.
We are a global leader in applied molecular biology diagnostics, with solutions and services that deliver accurate and actionable feedback in bioprocessing, biofouling, and biosecurity applications. Founded in 1995 and with operations in six countries, LuminUltra serves dozens of Fortune 500 customers across more than 100 countries. In recent years it has been on an accelerated growth path, acquiring multiple companies after forming a partnership with XPV Water Partners.
Client Experience Manager
Top Benefits
About the role
Who We Are
At LuminUltra, we do not just test for microbes, we bring clarity to uncertainty. Our tools and services empower industries to get the insights they need to act with speed, precision and confidence.
As a global leader in applied molecular diagnostics, we support organizations across the water, energy and food sectors - where microbial risks can threaten safety, compliance, and operational performance. Through our suite of innovative testing solutions and expert services, we equip frontline teams with the insights they need to make high-stakes decisions quickly and accurately. Behind every test result is a deeper purpose: to help industries and communities thrive. From detecting early-stage contamination in food production, to ensuring asset integrity in complex industrial systems, to identifying pathogens in water networks, our work is about keeping essential operations moving with less risk and greater resilience.
Founded in 2003 and headquartered in Fredericton, New Brunswick, LuminUltra has grown into a globally recognized company with a team located across Canada, the U.S., the UK and France. We’re united by a shared vision: a resilient world where industries and communities thrive with clarity and control over microbial risks.
Join us and be part of an innovative, collaborative team that shows up every day - for our customers, and for each other.
Where You’ll Work
We are open to remote work from one of the provinces that we are established in – Alberta, British Columbia, Ontario, New Brunswick, and Nova Scotia. There are opportunities for hybrid work if located close to Fredericton, New Brunswick.
What You Will Do
LuminUltra is searching for a Client Experience Manager
to join and lead our growing and dynamic Client Experience Team.
At LuminUltra, we believe that client experience (CX) is not just a department – it is a company-wide commitment. As we grow across water, energy, and food sectors, we are elevating how we support, engage, and learn from our clients. The Client Experience Manager will play a pivotal leadership role in making that vision a reality.
In this role, you will play a critical part in supporting the delivery of remarkable experiences that enrich the lives of our clients. This is a strategic and operational role that blends hands-on leadership of a growing team with proactive ownership of systems, satisfaction reporting, brand-aligned communication, and internal enablement across functions. You will be a core driver of how we listen, respond, and evolve based on the voice of our clients. This position offers a base salary range of $70,000 to $90,000 CAD depending on experience.
The ideal candidate will be an accountable, detail-oriented, and highly dependable leader who thrives in fast-paced, dynamic environments. In this role, the Client Experience Manager will have key responsibilities, such as:
- Lead & Empower the CX Team: Guide and coach team members in daily support operations, ensuring service level agreements (SLA) achievement, capability growth, and consistency in delivery. Conduct regular peer reviews and feedback sessions.
- Deliver Exceptional Support: Ensure < 2-hour first response time and < 48-hour case resolution across all product offerings via ticket replies, phone calls, and video calls.
- Shape a Proactive Client Experience Model: Move beyond ticket resolution by creating scalable processes, playbooks, and rituals that ensure clients feel confident, heard, and supported throughout their lifecycle.
- Embed the Voice of the Client: Own the operational execution of LuminUltra’s NPS program—drive response rate increases, surface actionable insights, and present findings quarterly to leadership teams.
- Improve Onboarding Excellence: Lead projects to enhance client onboarding by managing end-to-end virtual onboarding, from scheduling and delivery to curriculum refinement, performance tracking, and peer enablement for consistency and scale.
- Maintain Brand and Communication Standards: Ensure all CX communication—written or verbal—is clear, on-brand, and aligned with our brand voice.
- Own Knowledge Center Integrity: Conduct monthly audits, coordinate content updates with stakeholders, and track usage metrics to ensure self-serve resources remain accurate and trusted.
- Contribute to CX Strategy: Identify recurring client pain points and recommend process, policy, and tool enhancements that strengthen scalability and impact.
- Enable Company-Wide Client Focus: Partner cross-functionally to embed VOC learnings, support functional enablement, and ensure CX improvements extend beyond the CX team itself.
- Other duties, as assigned.
Who You Are
You are an adaptable, growth-oriented, problem-solver with strong communication, organization, and leadership skills. Additionally, you bring skills and experience such as:
- Diploma or degree in Business Administration, Marketing, Communications, or a related field. Equivalent combination of education and relevant work experience will also be considered.
- 5+ years of professional experience in customer/client success, account management, marketing, or operations roles.
- Demonstrated experience managing client onboarding, support, or retention programs.
- Experience working cross-functionally with sales, product development, and marketing teams.
- Familiarity with CRM systems (Salesforce, ZenDesk, Outreach, or equivalent) and customer engagement tools.
- Strong communication and interpersonal skills; able to build trust and influence stakeholders at all levels.
- Project management capabilities for coordinating onboarding, training, or engagement programs.
- Comfortable balancing strategic client engagement with day-to-day operational tasks.
Bonus Points For
- Experience in water, energy, or food & beverage industries.
- Working knowledge of adult learning or onboarding program design.
- Certifications in Customer Experience Management.
Why Join LuminUltra?
LuminUltra has a culture that values communication, collaboration, development, work-life balance, flexibility, and employee recognition. We provide an extensive list of resources and benefits that support our culture, foster work-life balance, and promote personal and professional development.
We offer benefits that allow our team to thrive at work and outside the office. All team members are rewarded with:
- generous paid time off policies, such as 5 paid flex/sick days, 2 volunteer days, and 3-weeks paid vacation and 11 paid holidays
- group RRSP plan with 3% company matching contributions
- firm sponsored social events
- opportunities for performance bonus pay based on target achievement
- eligibility for health, dental, vision, life, critical illness, AD&D, and LTD benefits (family and single coverage) along with mental health resources and an Employee Assistance Program.
LuminUltra provides various opportunities for personal and professional development. We are a small organization which allows for continual experiential learning opportunities for those who are up to the challenge!
If hired, employment eligibility verification will be carried out upon selection.
About LuminUltra Technologies Ltd.
We are a global leader in applied molecular biology diagnostics, with solutions and services that deliver accurate and actionable feedback in bioprocessing, biofouling, and biosecurity applications. Founded in 1995 and with operations in six countries, LuminUltra serves dozens of Fortune 500 customers across more than 100 countries. In recent years it has been on an accelerated growth path, acquiring multiple companies after forming a partnership with XPV Water Partners.