Customer Experience Manager

📋 Description

• Own end-to-end post-sales lifecycle for a portfolio of mid-to-high complexity accounts
• Lead onboarding by aligning on business objectives and defining KPIs
• Develop and maintain structured success plans tied to outcomes
• Connect product usage to business impact and ROI
• Deliver value reviews to operational and executive sponsors
• Monitor customer health and identify renewal risks at least 6 months out
• Build cross-functional relationships and engage executive sponsors
• Identify adoption gaps and drive action plans to improve usage
• Surface expansion signals and partner with Growth on readiness and positioning
• Prepare customers for renewal by documenting value aligned to goals
• Coordinate cross-functional resources to resolve blockers and accelerate value
• Maintain accurate account docs, health scoring, and lifecycle tracking

🎯 Requirements

• 4-6+ years of experience in SaaS customer success or account management
• Proven ability to manage accounts with moderate complexity and multiple stakeholders
• Strong communication and presentation skills across operational and senior stakeholders
• Experience delivering business reviews tied to measurable value
• Ability to proactively identify risk and develop mitigation plans
• Analytical mindset with ability to translate usage data into value narratives

🎁 Benefits

• Competitive medical, dental, and vision insurance options for you and your dependents
• Flexible time off, company paid holidays, paid parental leave, and paid volunteer time off
• Mental health and wellness resources
• Employer-subsidized life insurance and short-term/long-term disability
• A digital-first work environment and a monthly stipend to support remote work
• Mentorship and growth opportunities to build skills and accelerate professional development