Customer Experience Manager

Role Summary

Customer Experience Manager.

• Location: Remote / Hybrid / On-site
• Department: Customer Experience / Operations
• Reports to: Head of Customer Experience (or equivalent)

We’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.

Responsibilities

• Own the Customer Journey
• Map and maintain the full customer lifecycle, from onboarding through renewal and expansion
• Identify friction points, drop-offs, and moments of delight across product and touchpoints
• Ensure a consistent, high-quality experience across support, success, sales, and product interactions
• Drive Customer Experience Improvements
• Turn customer feedback, data, and insights into clear initiatives and recommendations
• Partner with Product and Engineering to influence roadmap priorities based on customer needs
• Work with Support and Customer Success to improve workflows, tooling, and response quality
• Measure and Report on Experience
• Own key CX metrics such as CSAT, NPS, onboarding completion, retention indicators, and engagement
• Build dashboards and regular reporting to share insights with leadership
• Define what “great experience” means and track progress against it
• Champion the Voice of the Customer
• Collect and synthesize feedback from surveys, interviews, tickets, and usage data
• Advocate for customer needs internally and ensure they’re represented in decisions
• Help teams understand how their work impacts the customer experience
• Scale Customer Experience
• Help design scalable processes and systems as the company grows
• Improve self-service, documentation, and automation where appropriate
• Support the rollout of new features or products from a customer experience perspective

Requirements

• 3–6+ years experience in Customer Experience, Customer Success, Operations, or a related role in B2B SaaS
• Strong understanding of SaaS customer lifecycles, onboarding, retention, and renewals
• Experience working cross-functionally with Product, Engineering, Support, and Go-To-Market teams
• Data-driven mindset with the ability to turn insights into action
• Excellent communication and stakeholder management skills

Nice to Have

• Experience building or scaling CX programs in a fast-growing SaaS company
• Familiarity with tools like Zendesk, Intercom, Gainsight, HubSpot, Amplitude, or similar
• Experience with customer journey mapping and service design
• Background in UX research or product operations
• What Success Looks Like
• Customers onboard faster and reach value sooner
• CX metrics improve consistently quarter over quarter
• Teams across the company align around a shared understanding of the customer
• Customer feedback clearly influences product and process decisions
• The customer experience scales smoothly as the business grows

About the Company

• High-impact role with visibility across the company
• Opportunity to shape how customers experience a growing SaaS platform
• Collaborative, product-driven culture
• Competitive compensation and benefits