Customer Experience Manager

Customer Experience Manager. Location: Remote / Hybrid / On-siteDepartment: Customer Experience / OperationsReports to: Head of Customer Experience (or equivalent)About the RoleWe’re looking for a Customer Experience Manager to own and elevate the end-to-end customer journey across our B2B SaaS platform. This role sits at the intersection of customers, product, support, and go-to-market teams, ensuring every interaction feels intentional, helpful, and consistent.You’ll be responsible for understanding how customers experience our product and our company, identifying friction, and driving improvements that increase retention, satisfaction, and long-term value.This is not a reactive support role. It’s a proactive, strategic position focused on designing and continuously improving how customers succeed with our software.
What You’ll DoOwn the Customer JourneyMap and maintain the full customer lifecycle, from onboarding through renewal and expansionIdentify friction points, drop-offs, and moments of delight across product and touchpointsEnsure a consistent, high-quality experience across support, success, sales, and product interactionsDrive Customer Experience ImprovementsTurn customer feedback, data, and insights into clear initiatives and recommendationsPartner with Product and Engineering to influence roadmap priorities based on customer needsWork with Support and Customer Success to improve workflows, tooling, and response qualityMeasure and Report on ExperienceOwn key CX metrics such as CSAT, NPS, onboarding completion, retention indicators, and engagementBuild dashboards and regular reporting to share insights with leadershipDefine what “great experience” means and track progress against itChampion the Voice of the CustomerCollect and synthesize feedback from surveys, interviews, tickets, and usage dataAdvocate for customer needs internally and ensure they’re represented in decisionsHelp teams understand how their work impacts the customer experienceScale Customer ExperienceHelp design scalable processes and systems as the company growsImprove self-service, documentation, and automation where appropriateSupport the rollout of new features or products from a customer experience perspective
What We’re Looking ForRequired3–6+ years experience in Customer Experience, Customer Success, Operations, or a related role in B2B SaaSStrong understanding of SaaS customer lifecycles, onboarding, retention, and renewalsExperience working cross-functionally with Product, Engineering, Support, and Go-To-Market teamsData-driven mindset with the ability to turn insights into actionExcellent communication and stakeholder management skillsNice to HaveExperience building or scaling CX programs in a fast-growing SaaS companyFamiliarity with tools like Zendesk, Intercom, Gainsight, HubSpot, Amplitude, or similarExperience with customer journey mapping and service designBackground in UX research or product operations
What Success Looks LikeCustomers onboard faster and reach value soonerCX metrics improve consistently quarter over quarterTeams across the company align around a shared understanding of the customerCustomer feedback clearly influences product and process decisionsThe customer experience scales smoothly as the business grows
Why Join UsHigh-impact role with visibility across the companyOpportunity to shape how customers experience a growing SaaS platformCollaborative, product-driven cultureCompetitive compensation and benefits