About this role
Customer Experience Manager. Location: Remote / Hybrid / On-site Department: Customer Experience / Operations Reports to: Head of Customer Experience (or equivalent) About the Role We’re looking for a Customer Experience Manager to own and elevate the end-to-end customer journey across our B2B SaaS platform. This role sits at the intersection of customers, product, support, and go-to-market teams, ensuring every interaction feels intentional, helpful, and consistent. You’ll be responsible for understanding how customers experience our product and our company, identifying friction, and driving improvements that increase retention, satisfaction, and long-term value. This is not a reactive support role. It’s a proactive, strategic position focused on designing and continuously improving how customers succeed with our software. What You’ll Do Own the Customer Journey Map and maintain the full customer lifecycle, from onboarding through renewal and expansion Identify friction points, dro...