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Retention & Expansion - Cross-sell - Manager
Grant Thornton
$104,000 - $179,400
Jul 4, 2025
Newport Beach, CA, USA • Washington, DC, USA • San Francisco, CA, USA • Los Angeles, CA, USA • San Jose, CA, USA • Chicago, IL, USA • Downers Grove, IL, USA • New York, NY, USA • Bellevue, WA, USA • Denver, CO, USA • San Diego, CA, USA • Baltimore, MD, USA
Grant Thornton is seeking a Go-to-Market Experience Manager - Retention & Expansion to design and optimize post-sale client experiences during the retention & expansion phase of their client journey.
Requirements
Demonstrated expertise in journey mapping, service design, and user experience methodologies
Strong understanding of marketing technology platforms including CRM, marketing automation, and content management systems
Experience with data analysis and using insights to drive experience improvements
Responsibilities
Leading the design of end-to-end client experiences for the retention & expansion stage (post-sales) of the client journey
Analyzing customer insights (from external and internal clients) and behavioral data to identify pain points and opportunities for experience optimization
Creating user flows, journey maps, and experience specifications that guide implementation across platforms
Soliciting feedback and updating design iterations
Translating complex business requirements into intuitive, brand-aligned client experience solutions and technical requirements
Partnering with Platform teams, Analytics, or others to translate experience designs into technical requirements for web, CRM, marketing automation, third-party platforms, etc.
Collaborating with Experience counterparts to ensure seamless transitions and integration across the full client lifecycle
Other
Bachelor's degree in Marketing, Business, CX Design, or related field; MBA or Master's degree preferred
4+ years of experience in client/customer experience design, digital marketing, or strategy consulting; preferably within a B2B professional services setting
Excellent communication skills with the ability to translate complex concepts for diverse audiences
Exceptional project management capabilities and attention to detail
Strong leadership skills with experience managing small teams and influencing cross-functional partners
Strategic thinking with the ability to align experience designs to business objectives
