Customer Experience Manager

Benefits

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Weekend work

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About this role

Customer Experience Manager Ponte Vedra Beach, FL 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, drop-offs, and moments of delight across product and touchpoints Ensure a consistent, high-quality experience across support, success, sales, and product interactions Drive Customer Experience Improvements Turn customer feedback, data, and insights into clear initiatives and recommendations Partner with Product and Engineering to influence roadmap priorities based on customer needs Work with Support and Customer Success to improve workflows, tooling, and response quality Measure and Report on Experience Own key CX metrics such as CSAT, NPS, onboarding completion, retention indicators, and engagement Build dashboards and regular reporting to share insights with leadership Define what “great experience” means and track progress against it Champion the Voice of

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