Customer Experience Manager

Role overview

This opportunity is shared on behalf of a partner organization that handles applications and the following hiring steps. The hiring company is seeking a Customer Experience Manager in the United States.

This is a customer-facing strategic position centered on helping enterprise clients achieve lasting value from complex technology solutions. You will act as a trusted guide throughout onboarding, adoption, expansion, and renewal for enterprise software agreements. The role blends customer success, technical advisory work, and account management, so you will need both commercial awareness and technical understanding. You will work closely with sales, engineering, and internal delivery teams to create a smooth customer journey and dependable execution. Success in this role depends on proactive relationship building, issue resolution, and managing the full customer lifecycle while uncovering opportunities for growth. The environment is fast-moving, highly collaborative, and focused on measurable customer impact.

Key accountabilities

• Act as the main point of contact for customer success and technical guidance, supporting enterprise clients through adoption, optimization, expansion, and renewal stages.
• Own onboarding and end-to-end lifecycle coordination for enterprise software agreements, ensuring correct setup, configuration, and value delivery.
• Work with customers to understand their IT landscape and business priorities, then convert those needs into practical adoption and success plans.
• Serve as the coordination hub between customers and internal teams to keep communication aligned and resolve issues promptly.
• Track customer health, product adoption, and usage patterns to spot risks, gaps, and opportunities for expansion before they escalate.
• Partner with sales, engineering, and partner groups to improve product uptake and strengthen overall customer outcomes.
• Provide expertise on licensing approaches, software lifecycle management, and enterprise technology solutions.
• Drive issue resolution and ensure customer-impacting problems are escalated and closed in a timely manner.
• Contribute to strategic planning discussions related to renewals, expansions, and long-term roadmap alignment.
• Keep account plans, documentation, and engagement records current to support consistent delivery across accounts.

Requirements

• At least 5 years of experience in customer success, technical account management, presales, or customer experience roles within enterprise IT settings.
• Strong familiarity with enterprise software environments such as networking, security, collaboration, or data center technologies.
• Proven experience managing the full customer journey from onboarding through renewal and expansion.
• Good working knowledge of licensing structures, enterprise software agreements, and lifecycle management principles.
• Strong technical capability with the ability to explain complex solutions in clear, practical language.
• Excellent communication, presentation, and stakeholder management skills when working with both technical and executive audiences.
• A proactive, solution-driven approach to problem-solving.
• Ability to juggle several accounts, priorities, and stakeholders in a fast-paced environment.
• Experience collaborating across sales, engineering, and operations teams.
• Highly organized, attentive to detail, and able to work independently on initiatives.
• Willingness to travel about 25% when needed for customer engagement.

Benefits

• Base pay in the range of USD 120,000 to USD 140,000, with an additional performance-based MBO bonus.
• Fully remote work setup with flexibility and autonomy.
• Comprehensive medical, dental, and vision coverage.
• 401(k) retirement savings plan.
• Paid time off, along with extra wellness and leave benefits.
• Opportunity to work directly with enterprise customers on high-impact transformation initiatives.
• Exposure to leading enterprise technologies and large-scale IT environments.
• Close collaboration with engineering, sales, and product teams.
• Growth potential in customer success and strategic account leadership.
• Travel opportunities of roughly 25% for customer engagement and collaboration.

Additional information

This role involves a structured matching and review process, where applications are assessed against the core requirements before being shared with the hiring company. The shortlist and any next steps such as interviews or assessments are handled by the employer’s internal team.

By submitting an application, candidates acknowledge that personal data may be processed for evaluation and shared with the hiring employer under applicable data protection principles, including rights related to access, correction, deletion, and objection. AI-enabled tools may support parts of the recruitment workflow, such as screening or consistency checks, but final hiring decisions are made by people.