Manager, Customer Experience and RenewalsPosted today$158K–$219K

The Manager, Customer Experience is a strategic people leader responsible for building, coaching, and scaling a high-performing team of Customer Experience Managers (CXMs). In this role, you will empower your team to lead the post-sale journey, from onboarding to long-term retention and expansion.

What you'll do

• Directly manage and coach a team of CXMs, fostering a culture of high: performance, accountability, and continuous learning.

• Drive career development initiatives, including regular 1:1s, performance: reviews, and skill-gap analysis to prepare team members for growth.

• Oversee regional forecasting and pipeline hygiene in Salesforce, ensuring accurate reporting to leadership.

• Establish and optimize operational workflows, including the integration of AI: tools for account quoting and automated lifecycle alerts.

• Act as the ultimate point of escalation for complex commercial negotiations,: legal redlines, and commercial business issues.

• Maintain strong alignment with Sales, Product, and Support leadership to: resolve friction points in the customer journey.

What they're looking for

• Generative AI: Mastery of LLMs to rapidly draft renewal communications, synthesize quarterly review data, and prepare executive summaries.
• Data Analysis: Proficiency in leveraging AI analytics tools to parse customer usage metrics and instantly highlight up-sell or cross-sell opportunities.
• Workflow Automation: Ability to build automations to synchronize CRM data, update weekly forecasts, and trigger lifecycle alerts.
• AI Problem Solving: The instinct to view AI as a partner in solving tough problems to keep the Internet moving forward.