Manager, Strategic Customer Experience

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

📋 Description

• Lead, mentor, and develop a team of Strategic Customer Experience Managers responsible for full-lifecycle, single-owner accounts.

• Oversee team performance in relation to retention, expansion, satisfaction, and time-to-launch objectives for the strategic segment.

• Advocate for AI-augmented engagement, including adoption nudges, lifecycle communications, and automated processes.

• Collaborate with Sales on expansion and whitespace initiatives.

• Work alongside Product to ensure roadmap alignment.

• Implement proactive, CTA-driven risk management strategies.

• Maintain balanced customer books to capacity as the segment grows.

• Assist in establishing and evolving the strategic motion in preparation for anticipated team expansion in FY27.

• Take charge of escalations.

• Develop AI-driven concepts to enhance team operations.

• Articulate KPIs and team strategy to leadership.

⛳️ Requirements

• 5+ years of experience in Customer Success, Professional Services, or Account Management within a B2B SaaS context.

• 2+ years of experience leading customer-facing teams, preferably in a scaling or high-growth setting.

• Proven real-world application of AI within business workflows.

• Proficient understanding of AI and automation in customer engagement.

• History of establishing repeatable processes that can be executed by others.

• Strong operational capabilities in forecasting, capacity planning, health metrics, and risk management.

• High technical proficiency, including credible discussions regarding product, configuration, and integrations.

• Demonstrated experience managing complex implementations and adhering to project delivery timelines.

• Collaborative, results-driven leadership style that balances employee development with business outcomes.

• Experience in PropTech or multifamily sectors is highly preferred.

• Familiarity with customer success platforms like Gainsight is strongly preferred.

• Practical experience with AI tools, including LLM workflow integrations, no-code automation, and data enrichment pipelines, is strongly preferred.

🏝️ Benefits

• Work remotely supported by a flexible company culture.

• Unlimited vacation policy.

• Generous paid parental leave.

• Competitive and equitable compensation.

• Monthly stipends to support wellness and home office expenses.

• Inclusive and supportive workplace culture.

• Reasonable accommodations for qualified individuals with disabilities and disabled veterans.