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