Customer Experience Manager

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Direct the customer lifecycle from alignment with sales through onboarding, adoption, and growth.

• Manage the onboarding process for the largest and most important accounts by coordinating with internal technical teams and stakeholders on the customer side.

• Act as the subject matter expert for designated accounts and cultivate multi-threaded relationships with customers.

• Conduct regular check-ins, track customer health, proactively resolve issues, and ensure overall satisfaction.

• Collaborate with sales to pinpoint expansion opportunities within current accounts.

• Work alongside Sales, Product, Support, and other cross-functional teams to provide a unified customer experience.

• Monitor customer health scores, deliver account updates to the executive team, and generate reports for strategic decision-making.

• Enhance onboarding and customer success processes to boost efficiency and satisfaction.

• Develop scripts, create documentation, and track customer interactions using Salesforce and other customer experience tools.

⛳️ Requirements

• 3–7 years of experience in customer success, customer experience, sales, project management, or account management, ideally within SaaS or cybersecurity.

• Proficiency in Salesforce and other customer success tools (e.g., GUIDEcx, Planhat, or similar) is highly advantageous.

• Experience in managing technical projects.

• Excellent verbal and written communication skills, capable of engaging with both technical and non-technical stakeholders at all levels.

• Strong project management abilities with the capacity to manage multiple priorities while maintaining a keen attention to detail.

• Proactive, solutions-driven mindset focused on delivering high-quality outcomes.

• A customer-centric approach with a commitment to helping customers achieve their desired results.

• A collaborative spirit with the ability to work across functions in a fast-paced, growth-oriented setting.

• Bachelor’s degree or equivalent experience in a related field.

🏝️ Benefits

• Opportunity to significantly influence the company's operations.

• A collaborative and dynamic work environment with opportunities for professional growth and advancement.

• Competitive compensation and benefits package.