Lead Client Strategist

Reports To: VP of Infrastructure & Channel Strategy

Employment Type: Full-Time (Exempt)

Compensation: $95,000 annually

Benefits: Health, dental, and vision insurance, paid time off, and additional voluntary benefits

Lumino Technologies, Inc. (Lumino) is a Houston-based financial technology company building modern

commerce infrastructure for growing businesses. We operate a full-stack payments and financial

platform designed to deliver transparent processing, operational reliability, and scalable financial tools

for merchants.

By integrating payment processing with automation, analytics, and workflow-driven tools, Lumino helps

businesses reduce friction, improve cash flow visibility, and scale with confidence. We are building a

disciplined, merchant-first fintech organization focused on operational excellence, compliance, and

long-term partner relationships.

The Client Experience Strategist (Lead) is a hands‑on leader responsible for supporting the day‑to‑day execution of the Client Experience team while also carrying a full share of core Client Experience responsibilities. This role works directly across merchant and partner support, escalations,

operational workflows, data integrity, documentation, and cross‑functional coordination, while helping keep team priorities, coverage, and performance on track. In addition to managing their own Client Experience workload, the Lead serves as the team’s first point of guidance for day‑to‑day questions and escalations, helps coach and support team members, maintains accountability around KPIs and follow‑through, and ensures that issues requiring leadership attention are surfaced with the right context and urgency.

• Carries a full share of standard CX role accountabilities alongside the team — tickets, queues, merchant/partner interactions, and daily support work — not just directing others’ work
• Stays close enough to the actual work to coach credibly, spot patterns, and jump in on coverage gaps without missing a beat
• Models the escalation‑readiness and verified‑closure standards by holding themselves to the same bar as the rest of the team

• Lead a team of CX representatives day to day, guiding workload, priorities, and shift coverage
• Run recurring check‑ins with each team member using structured, trackable agendas to keep everyone aligned and unblocked
• Keep a shared view of each team member’s KPI/Accountability Outcomes current, so the whole team is working from the same standard
• Notice performance gaps early and follow up directly — coaching in the moment, documenting what was discussed, and looping in the VP if something needs more than a conversation
• Track team and individual performance metrics (e.g., first response time) and call out improvement and strong performance by name, so people know their work is seen
• Cross‑train reps outside their primary lane to build coverage redundancy, and manage reallocation of responsibilities when someone is out or behind
• Track CX Team’s production‑based metrics (new deal submission volume, first‑submission activation timing, quarterly portfolio growth) against Hub Spot/CRM data rather than self‑reported numbers, and flag misses early

• Own the weekly team meeting — wins, status updates on open items, new items, escalations—and set the tone for how the team shows up to it
• Hold an escalation‑readiness standard: reps arrive with full context, steps already taken, and a desired outcome; incomplete escalations get sent back rather than worked live
• Apply a strict verification standard for open items: nothing is marked resolved without explicit…