Senior Customer Experience Manager

Job Summary

A company is looking for a Senior Manager, Customer Experience (L4).

Key Responsibilities

• Operationalize customer and partner lifecycle standards across onboarding, engagement, and success planning
• Leverage AI and automation tools to enhance customer engagement efficiency and develop scalable workflows
• Manage customer-facing teams and set performance expectations while fostering a culture of continuous improvement

Required Qualifications

• 8-10+ years of experience in Customer Success, Customer Experience, or related operational roles
• Experience managing individual contributors
• Strong background in analytics, reporting, and performance improvement
• Experience operating CX platforms such as Gainsight
• Demonstrated ability to build scalable workflows and engagement models