Senior Customer Experience Manager

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

📋 Description

• Strategize, set up, launch, and oversee customer feedback initiatives such as NPS, CSAT, Ease of Doing Business, partner feedback, and focused product or journey surveys.

• Manage tasks within Qualtrics or similar feedback platforms, which includes survey configuration, logic, contact lists, distribution timelines, and reporting.

• Generate regular Voice of Customer reports that encompass survey outcomes, response patterns, customer feedback, themes, and insights by segment.

• Perform descriptive analysis of survey data and qualitative input.

• Collaborate with the CX Data Analyst to validate information, explore trends, and enhance dashboards or reporting functionalities.

• Facilitate the closed-loop feedback mechanism by directing feedback to responsible teams and monitoring follow-up actions.

• Assist in action-planning sessions, manage action trackers, and highlight overdue or obstructed actions to the CX leader.

• Collect and organize product feedback from VoC initiatives, surveys, customer-facing teams, and community channels.

• Create summaries of customer feedback and supporting documentation for Product stakeholders.

• Structure and preserve qualitative feedback from customer interviews, advisory boards, focus groups, and churn or exit feedback.

• Implement categorization and tagging standards to consolidate qualitative and quantitative feedback.

• Develop and sustain practical guides, templates, and communications for customer-facing teams.

• Identify areas for enhancing program workflows, reporting efficiency, and survey operations.

⛳️ Requirements

• A minimum of 3 years in program management, operations, customer experience, or a related field.

• At least 2 years of experience supporting customer feedback, survey, or customer experience programs in a B2B software or SaaS context.

• Practical experience with Qualtrics or a similar survey or experience management platform.

• Proficiency in survey configuration, logic, contact lists, distribution schedules, reporting, and basic platform troubleshooting.

• Knowledge of NPS, CSAT, CES/Ease of Doing Business, customer health, retention, and feedback management practices.

• Capability to analyze survey outcomes and qualitative feedback, recognize patterns, and convey findings effectively.

• Experience in coordinating multiple workstreams, deadlines, stakeholders, and dependencies.

• Excellent written communication, organization, attention to detail, and follow-through.

• Confidence in presenting to stakeholders at all organizational levels.

• Proficiency in Power BI, Excel, Gainsight, Salesforce, or similar reporting and customer data tools.

• Ability to collaborate across Product, Customer Success, Sales, Support, and Operations stakeholder groups.

• Experience in facilitating closed-loop feedback, action tracking, customer journey mapping, or product feedback processes in a cross-functional B2B setting.

• Background in qualitative customer feedback, including customer interviews, focus groups, advisory boards, or churn and exit feedback programs.

• Proven ability to convert complex feedback data into clear, actionable insights and recommendations.

• Bachelor’s degree in Business, Marketing, Psychology, Data Analytics, Communications, or a related discipline, or equivalent practical experience sufficient to execute the main responsibilities of the role.

🏝️ Benefits

• Career development resources.

• Wellbeing programs.

• Innovation practices.

• Inclusive workplace culture.

• Employee initiatives and community giving campaigns.