Senior Manager, Customer Experience

Job Summary

A company is looking for a Senior Manager, Customer Experience, B2B.

Key Responsibilities

• Lead and scale the Project Management organization, growing the team from ~6 to 20+ FTEs
• Own customer experience outcomes, including CSAT and responsiveness SLAs
• Design and implement the operating model for customer experience and project execution at scale

Required Qualifications

• 8-12+ years of experience in customer experience, customer success, operations, or project management
• Proven experience leading and scaling customer-facing teams of 20+ individuals
• Track record of owning customer satisfaction metrics at scale in high-growth environments
• Strong operational mindset with the ability to design processes and ensure execution
• Tech-savvy with experience in HubSpot, Slack, and Replit, and familiarity with AI and automation