Client Experience Manager at sauron.systems

San Francisco, California, United States -

Full Time

Start Date

Immediate

Expiry Date

23 May, 26

Salary

0.0

Posted On

22 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Service, Operations, Product Feedback, Client Journey Management, Process Design, System Building, Real-time Support, Bug Logging, Relationship Nurturing, Proactive Communication, Issue Resolution, Technical Triage, Workflow Creation, Organizational Skills, Written Communication, Verbal Communication

Industry

Software Development

Description

Who We Are Sauron protects your family and home, bringing the innovations of autonomous robots and self-driving cars to residential security. Our team is led by veteran operators and engineers, alumni of Sonos, Paypal, Tesla, Apple, and Google. Sauron has raised an $27M seed round led by A* and Atomic with participation from other leading venture capital firms. The Role The Client Experience Manager will own and elevate the end-to-end client journey for Sauron’s high-touch residential security product, serving as the trusted, day-to-day partner to our customers. This role sits at the intersection of client service, operations, and product — ensuring every interaction is seamless, proactive, and deeply personalized, while translating real-world client feedback into actionable insights for engineering and leadership. As one of the first hires dedicated to client experience, you will help build the function from the ground up, designing the processes, systems, and standards that define how Sauron delivers a premium, concierge-level /experience at scale. You Will Contribute By Serving as the primary point of contact for clients — delivering a seamless and elevated experience at every touchpoint, including real-time support when systems or features aren't performing as expected. Acting as the main liaison between clients and our engineering and product teams — logging bugs, clearly documenting issues, and following through until resolution. Coordinating and supporting on-site client visits and in-home appointments. Building and nurturing long-term client relationships through consistent follow-up and proactive communication. Anticipating client needs and resolving inquiries or issues with efficiency and empathy — whether that's a technical malfunction or a missed notification. Gathering and documenting client feedback to help inform service improvements and product development. Collaborating closely with product, engineering, and customer success teams to ensure a cohesive client journey. Partnering with leadership to design and build the client experience function from the ground up — creating the workflows, tools, and systems that will define how we serve clients at scale. Staying informed about relevant technology and product developments to better serve our clients. Your Background Includes 3–5 years of experience in a client-facing role within a technology company — whether in customer success, technical support, account management, or a related function. Demonstrated experience working with high-profile, demanding clients or high-net-worth individuals — you know how to meet elevated expectations with grace and professionalism. Comfort with technology and the ability to triage client-reported issues, articulate them clearly to engineering, and follow up through resolution. Strong organizational skills and ability to manage multiple client relationships simultaneously. Excellent written and verbal communication skills. Experience logging and tracking bugs or support issues in tools such as Linear, or similar platforms is a plus. We Value Exceptional Communication and Interpersonal Skills: You engage effectively with both internal teams and high-net-worth clients, always maintaining a professional and courteous demeanor. Professionalism and Polished Presentation: Your presence and interactions with clients exude warmth, sophistication, and genuine care. Commitment to Excellence: You have a meticulous eye for detail and a drive for maintaining the highest standards in every aspect of your work. Composure Under Pressure: You excel in fast-paced environments, managing competing priorities while remaining calm, organized, and solutions-oriented. Discretion and Confidentiality: You handle sensitive client information with the utmost care and professionalism, understanding that trust is the foundation of every relationship. Technical Fluency: You are comfortable navigating software systems, triaging issues, and translating client-reported problems into clear, actionable feedback for engineering teams. We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply. ----- Sauron is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Please review our CCPA policies here.

Responsibilities

The Client Experience Manager will serve as the primary point of contact, ensuring seamless, proactive, and personalized interactions across the end-to-end client journey for a high-touch residential security product. This role involves acting as the liaison between clients and engineering/product teams to resolve issues and gathering feedback to inform service improvements and product development.