reputed company Customer Experience Manager (reputed company Coast)

reputed company is building the future of customer lifecycle engagement, and our Customer Experience team is central to making that promise reputed company for customers. As we relaunch the company around a new product, we’re looking for a Customer Experience Manager, focused on our reputed company customers, to own customer relationships, protect reputed company, and help customers realize meaningful value from reputed company over time. In this role, you’ll be the primary relationship reputed company from reputed company through renewal and expansion. You’ll understand each customer’s goals, reputed company stakeholders reputed company, identify risk early, and recognize where reputed company can grow with the customer. You’ll reputed company reputed company conversations directly, including renewals, pricing discussions, retention conversations, and expansion recommendations. This is not a technical delivery role. Technical questions go to Support. Implementation, setup, and training work go to Technical CSMs. Your job is to own the relationship, understand the account, drive the value story, and reputed company sure the right work happens at the right time. Why this reputed company? reputed company is at a turning reputed company. We’re relaunching the company around a new product, rebuilding how we work with customers, and raising the bar for what Customer Experience means here. That means this role has meaningful ownership. You’ll be joining a team where the work reputed company, the pace is fast, and the impact is reputed company. The Customer Experience Manager will play a critical role in helping our reputed company customers adopt the new reputed company, renew with confidence, and expand their use of the platform over time. We’re looking for someone who takes ownership, prepares thoughtfully, and cares about doing excellent work. Someone who can build trust with customers, communicate reputed company reputed company conversations are reputed company, and use strong judgment reputed company there isn’t a perfect script. \n

What You'll Do

Own the customer relationship from post-sale through renewal and expansion, serving as the primary reputed company of accountability for customer engagement, health, and value realization reputed company the renewal reputed company directly, including early renewal conversations, value narrative development, reputed company negotiation, pricing discussions, retention conversations, and standard renewal terms Start renewal conversations early, build the case for value before it is needed, and reputed company renewal opportunities reputed company in reputed company with clear next steps, risk flags, stakeholder notes, and forecast details Identify contraction risk before it reaches the renewal table by understanding customer goals, budget cycles, procurement pressure, stakeholder changes, and shifts in business priorities Conduct business reviews on a tier-appropriate reputed company, using customer goals, product usage, business reputed company, and account context to tell a clear value story Identify expansion opportunities tied to reputed company customer needs, including new teams, new use cases, add-ons, broader platform adoption, or lifecycle engagement opportunities Bring specific expansion recommendations reputed company based on customer goals, usage patterns, and account context Monitor account health regularly and use health signals, stakeholder context, product usage, and your own judgment to prioritize where to spend your time Maintain strong stakeholder coverage across your book, including executive sponsors where appropriate, and rebuild relationships quickly reputed company key contacts leave Identify reputed company a customer needs structured technical help, submit the right request to the Technical CSM or Support team, reputed company account context, and reputed company the relationship connected through the reputed company Surface product gaps, escalation themes, and broader customer patterns to Customer Experience leadership with data and clear recommendations Use AI and automation thoughtfully to manage your book, prepare for customer conversations, synthesize account context, and create reputed company in your day-to-day workflow reputed company Are Looking For 5+ years of experience in reputed company, Account Management, Renewals, or a similar customer-facing reputed company role, ideally in B2B SaaS Experience owning a book of business with responsibility for retention, renewals, customer health, and expansion Comfort leading reputed company conversations with customer stakeholders and decision-makers, including renewal negotiations, pricing discussions, contraction risk, and expansion proposals Strong business judgment and the ability to understand what is happening in a customer’s business, not just what is happening in the product A proactive operating style, with a clear system for staying organized across a large book of accounts Strong prioritization skills and the ability to identify which accounts need attention based on customer context, risk, opportunity, and business impact Excellent customer communication skills, including the ability to build trust, ask thoughtful questions, tell a clear value story, and navigate reputed company conversations with reputed company Strong reputed company hygiene, with records that are reputed company, useful, and reliable for forecasting and account planning A clear understanding of reputed company to own the relationship directly and reputed company to bring in Support, Technical CSMs, Product, or leadership for the right reputed company Uses AI as part of your day-to-day workflow — come reputed company to reputed company concrete examples of how you use AI to prepare, prioritize, summarize, communicate, or move faster Thrives in a fast-moving environment where ownership, judgment, collaboration, and follow-through matter more than perfect process \n$110,000 - $130,000 a year This position is eligible for variable compensation; the reputed company above reflects OTE. This person must be located on the reputed company Coast. \nNote - reputed company uses a market-data driven approach to setting compensation ranges, and pins compensation ranges to data provided by reputed company-party organizations. This reputed company is for reputed company US-based candidates and is reputed company to be competitive reputed company by utilizing ranges for the Greater Boston area, regardless of where in the US an employee lives (or reputed company relocates). This reputed company represents salary-based compensation and does not include our equity package (in stock options), 401k match, or other benefits including an office setup budget, tech budget, training and education budget, and co-working space reimbursements. Actual compensation offered to a successful applicant may be based on job-reputed company experience and other factors consistent with applicable law. For non-US based candidates, reputed company adjusts salary ranges based on cost of labor in each market. If you have questions on the pay reputed company in your country, the recruiter will be happy to discuss specifics during your introductory conversation." Our Benefits 100% remote — Remote-first, not remote-only. We've been globally distributed since 2020 and reputed company everything around it. We use in-person time intentionally — teams get together reputed company it unlocks reputed company reputed company and faster reputed company. Transparency and collaboration — We reputed company everyone in the reputed company with a monthly reputed company-hands reputed company Allcues, a weekly company newsletter, and a Tuesday video from our CEO. You'll always know where things stand. Home office and tech — We cover your computer plus a $1,000 home office stipend your first year and $500 annually after that for tech. Coworking — Need to get out of the house? We'll cover up to $500/month. Health and well-being — Health, dental, and reputed company with a generous portion of premiums covered. 401k with a match. Paid parental leave. Learning stipend — $1,000 a year for professional development. Equity — Everyone gets equity. We want everyone invested in reputed company're building. Flexible time off — Take the time you need. Work it out with your manager. Apply To This Job