Manager, CX

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Oversee a segment within the Customer Experience team.

• Manage a group of Engagement Managers while maintaining a personal portfolio of clients.

• Foster retention, expansion, adoption, and customer success across the accounts managed by the team.

• Contribute to the development of onboarding, support, and customer growth procedures as the company grows.

• Take responsibility for team performance metrics including net dollar retention, retention, adoption, and expansion.

• Recruit and onboard Engagement Managers as the team expands.

• Directly lead implementations when necessary.

• Create and enhance playbooks for onboarding, account health assessments, business reviews, escalations, and renewal preparation.

• Mentor Engagement Managers in financial modeling, implementation scoping, and interactions with CFOs and finance executives.

• Organize team capacity and account management.

• Collaborate with Sales for customer transitions and with Product and Engineering as the representative of the customer’s voice.

• Present team performance, customer insights, and significant risks to leadership.

⛳️ Requirements

• Strong background in FP&A, strategic finance, or private equity, either at a sponsor-backed firm or on the fund side.

• Demonstrated leadership capabilities, including hiring, mentoring, and developing high achievers.

• Proficient modeling abilities in Excel or Google Sheets.

• Comfortable engaging directly with clients, especially CFOs and controllers.

• A strong sense of ownership and independence to excel within a remote team environment.

• Nice to have: Experience at a high-growth startup.

• Nice to have: Background in managing Implementation or Customer Success teams at a planning, ERP, or other accounting software company.

• Nice to have: Responsibility for, or contributions towards, a retention or net revenue retention (NRR) goal.

🏝️ Benefits

• Equity.

• Bonus.

• Fully remote work opportunities in the US.

• Flexible working hours.

• Unlimited paid time off (PTO).

• Regular in-person retreats.

• Provided MacBook Pro or Lenovo laptop.

• Comprehensive health insurance coverage (for US Employees).

• Guideline 401(k) plan (for US Employees).