Customer Experience Manager

About The Role

As a key member of the Customer Experience Strategy team, you will help shape how the organization understands, prioritizes, and improves the end-to-end customer experience. This role sits at the intersection of customer listening, journey strategy, AI-powered insights, and cross-functional influence. Customer experience extends far beyond any single touchpoint or function.

From initial awareness and evaluation through onboarding, adoption, support, renewal, and advocacy, every interaction contributes to how customers perceive our brand. In this role, you will build and evolve the mechanisms that help us understand those experiences holistically, identify the moments that matter most, and drive improvements across the entire customer lifecycle. You will be responsible for developing a comprehensive customer listening strategy, leveraging both structured and unstructured customer signals to uncover friction, identify opportunities, and measure customer sentiment at scale.

You will create a unified view of the customer experience and help leaders make more informed, customer-centric decisions. Because every team influences the customer experience in some way, this role requires deep partnership across the organization. You will collaborate closely with Product, Customer Success, Support, Marketing, Sales, Operations, and other stakeholders to translate customer signals into coordinated action that improves both customer outcomes and business performance.

This is a highly cross-functional role that serves as connective tissue across the organization. Success requires strong analytical skills, customer empathy, executive communication, and the ability to influence stakeholders without direct authority. This role can be based out of one of our US offices or remotely in the US region.