Platform Experience Manager

The Platform Experience Manager serves as the primary “front-of-house” partner for FirmOS clients. This role is responsible for managing the day‑to‑day client experience—ensuring agencies are supported, informed, and progressing effectively as they adopt and scale on the FirmOS platform. This position will be hybrid/in office in Boston, MA so candidates must be able to commute into Boston, MA.

• Serve as the primary point of contact for assigned FirmOS clients.
• Build strong, trusted relationships with agency leaders and staff.
• Ensure clients feel supported, informed, and confident in the platform.
• Set clear expectations around timelines, capabilities, and priorities.

• Work with clients to understand and organize key initiatives, requests, and business priorities.
• Help prioritize effectively, balancing urgency with platform standards and operational capacity.
• Translate client needs into clear, actionable inputs for internal teams.
• Track progress of initiatives and ensure follow‑through across teams.

• Own day-to-day client communications, including updates, timelines, and progress reporting.
• Coordinate and deliver ecosystem-level communications and announcements.
• Ensure clients understand what is changing, why it matters, and how it impacts them.
• Proactively manage expectations and reduce surprises.

• Support onboarding of new agencies, ensuring a smooth and consistent experience.
• Partner with Operations to align on deployment sequencing and readiness.
• Help guide clients through early adoption and initial platform usage.

• Serve as the first point of contact for client questions and issues.
• Triage requests and elevate appropriately to Platform or Operations teams.
• Ensure timely resolution and clear communication back to clients.
• Identify recurring issues and help drive process improvements.

• Support broader Operations initiatives, including project management, process improvement, and internal coordination.
• Assist with cross‑functional efforts as needed to support FirmOS growth and scalability.
• Contribute to building and refining internal systems, workflows, and documentation.

• Bachelor's degree in Business, Communications, or a related field, or equivalent professional experience.
• 3+ years of experience in Client Success, Account Management, Customer Experience, or a related customer‑facing role.
• Proven experience managing multiple client relationships and competing priorities simultaneously.
• Strong written and verbal communication skills with the ability to communicate effectively with executives and operational teams.
• Demonstrated ability to organize, prioritize, and manage projects in a fast‑paced environment.
• Experience translating customer needs into actionable business requirements.
• Strong problem‑solving skills and ability to exercise sound judgment when addressing client issues and escalations.
• Proficiency with CRM, project management, and collaboration platforms (e.g., Salesforce, Hub Spot, Asana, , Jira, Click Up, Slack, Microsoft 365, Google Workspace).

Salary Range: $70,000-$80,000

Equal employment opportunity

Commonwealth Financial Group is an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.