Customer Experience Manager

Customer Experience Manager.

Location: Remote / Hybrid / On-site

Department: Customer Experience / Operations

Reports to: Head of Customer Experience (or equivalent)

About the Role

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.

What You’ll Do

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

What We’re Looking For

Required

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

Why Join Us

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