Customer Experience Manager

About this role

About the Role

As a key member of the Customer Experience Strategy team, you will help shape how the organization understands, prioritizes, and improves the end-to-end customer experience. This role sits at the intersection of customer listening, journey strategy, AI-powered insights, and cross-functional influence.

Customer experience extends far beyond any single touchpoint or function. From initial awareness and evaluation through onboarding, adoption, support, renewal, and advocacy, every interaction contributes to how customers perceive our brand. In this role, you will build and evolve the mechanisms that help us understand those experiences holistically, identify the moments that matter most, and drive improvements across the entire customer lifecycle.

You will be responsible for developing a comprehensive customer listening strategy, leveraging both structured and unstructured customer signals to uncover friction, identify opportunities, and measure customer sentiment at scale. You will create a unified view of the customer experience and help leaders make more informed, customer-centric decisions.

Because every team influences the customer experience in some way, this role requires deep partnership across the organization. You will collaborate closely with Product, Customer Success, Support, Marketing, Sales, Operations, and other stakeholders to translate customer signals into coordinated action that improves both customer outcomes and business performance.

This is a highly cross-functional role that serves as connective tissue across the organization. Success requires strong analytical skills, customer empathy, executive communication, and the ability to influence stakeholders without direct authority.

This role can be based out of one of our US offices or remotely in the US region.

In This Role, You Will

Customer Listening & Experience Measurement

• Establish and manage a portfolio of listening posts, including relationship, transactional, and competitive feedback programs, creating a holistic understanding of customer sentiment and experience

• Identify gaps in customer feedback coverage and implement new listening mechanisms to better understand customer needs, pain points, and emerging opportunities

• Own the design, administration, reporting, and continuous improvement of customer listening programs and experience measurement frameworks

AI-Powered Customer Signals & Experience Insights

• Develop scalable approaches for combining structured and unstructured customer signals into a unified view of the customer experience

• Leverage AI, natural language processing, sentiment analysis, and emerging technologies to identify trends, themes, friction points, and root causes across surveys, support interactions, customer conversations, and other feedback channels

• Build frameworks for detecting early warning signals, emerging customer risks, and opportunities for proactive intervention

• Utilize GenAI-powered tools to accelerate insight generation, summarize qualitative feedback, and surface meaningful customer patterns at scale

• Partner with technical and business teams to continuously improve the organization's customer intelligence capabilities

Organizational Influence & Systemic CX Improvements

• Synthesize customer signals across multiple touchpoints and functions to uncover systemic issues that may not be visible within individual teams

• Analyze customer feedback and experience data to identify key drivers of customer satisfaction, loyalty, retention, and advocacy

• Translate customer insights into clear, compelling recommendations that influence decision-making and investment priorities across the organization

• Facilitate cross-functional reviews and action-planning sessions that align stakeholders around customer priorities and drive accountability for improvement

• Partner across Product, Engineering, Customer Success, Support, Marketing, Sales, Operations, and other teams to prioritize and implement customer experience enhancements

• Serve as a strategic advocate for the customer by ensuring customer perspectives are embedded into planning, prioritization, and operational decision-making

Closed-Loop Feedback & Real-time Customer Action

• Own and continuously improve the organization's closed-loop feedback strategy, ensuring customers receive timely and meaningful follow-up when concerns are raised

• Partner with frontline teams to establish and maintain effective customer response processes, within established SLAs, including detractor outreach and service recovery workflows

• Monitor closed-loop performance and identify systemic issues requiring broader organizational action

• Ensure customer feedback drives both immediate customer recovery efforts and long-term experience improvements

• Track the impact of actions taken in response to customer feedback and communicate outcomes to stakeholders

Minimum Requirements

• 6+ years of experience in Customer Experience, Customer Experience Strategy, Customer Insights, Market Research, or a related discipline within a B2B SaaS or enterprise environment

• Experience designing and operating customer listening programs and translating customer feedback into business action

• Demonstrated ability to synthesize quantitative and qualitative customer data into actionable insights and recommendations

• Experience working with customer feedback platforms such as Medallia, Qualtrics, or similar experience management solutions

• Familiarity with AI-enabled research, text analytics, sentiment analysis, or other approaches for analyzing unstructured customer feedback

• Experience managing closed-loop feedback programs and customer recovery processes

• Proven ability to influence stakeholders and drive alignment across complex, cross-functional environments

• Strong analytical, communication, and storytelling skills, including experience presenting insights to senior leaders and executive audiences

Similar jobs

• Customer Experience Manager — Bennie · Remote
• Client Experience Manager — Shipmonk · Pittston, Pennsylvania, United States
• Customer Engagement Manager — Ema · San Francisco Bay Area
• Customer Experience Marketing Specialist — Advertisingspecialtyinstitute · Trevose, PA
• Customer Experience Manager - East — Mark43 · Remote
• Customer Experience Lead — Fitt · Los Angeles, CA
• Customer Experience Lead — Scan-com · Remote
• Customer Experience Engineer — Stackblitz · Remote