Customer Experience Manager

About Alma

Alma is seeking a Customer Experience Manager to own the strategy and execution of the customer journey. This remote role supports customers across the Contiguous United States. You will partner with Product, Marketing, and Customer Support to reduce churn, increase adoption, and deliver a world-class customer experience. The ideal candidate has 4+ years in customer success, support operations, or related fields with a track record of leading programs, analyzing metrics, and scaling processes in a fast-growing environment.

Responsibilities

• Lead the customer experience strategy across onboarding, adoption, support, and retention.
• Build and empower a remote-first customer experience team; collaborate across Product, Sales, and Marketing.
• Define and track KPIs (NPS, CSAT, churn rate, response time) and report on performance.
• Collect and synthesize customer feedback; translate into product improvements and service enhancements.
• Develop scalable onboarding, training materials, and self-service resources.
• Manage escalations and ensure timely resolution while maintaining a high-quality customer experience.
• Partner with cross-functional teams to drive initiatives that improve product adoption and customer value.

Requirements

• 4+ years in customer success, customer support, or related fields; experience in a remote-first environment is a plus.
• Excellent communication, empathy, and problem-solving skills.
• Experience with CRM and customer support tools; ability to leverage data to drive decisions.
• Strong project management and cross-functional collaboration skills.
• Bachelor’s degree or equivalent.

What We Offer

• Competitive compensation and benefits package.
• Remote-first culture; flexible hours to support North American time zones.
• Health, dental, and vision coverage; 401(k) or equivalent.
• Opportunities for professional growth and impact.