Customer Experience Manager
Job in
Austin, Travis County, Texas, 78716, USA
Listed on 2026-07-20
Listing for:
Jobtailor
Full Time
position Listed on 2026-07-20
Job specializations:
-
Sales
Account Manager, Customer Success Mgr./ CSM, CRM System, Client Relationship Manager
Job Description & How to Apply Below
Responsibilities
- Lead the customer lifecycle—from sales alignment to onboarding, adoption, and growth
- Oversee the onboarding of our largest and most strategic accounts, ensuring a seamless and timely process by coordinating with internal technical teams and customer-side stakeholders.
- Act as the subject matter expert (SME) for your assigned accounts. Build and maintain strong, multi-threaded relationships within customer organizations.
- Conduct regular check‑ins to ensure customers are fully utilizing the solutions they’ve purchased. Monitor customer health, proactively address concerns, and ensure satisfaction.
- Partner with sales to identify expansion opportunities within existing accounts.
- Work closely with cross‑functional teams, including Sales, Product, and Support, to deliver a consistent and cohesive customer experience.
- Maintain and update customer health scores, provide account updates to the executive team, and build reports to inform strategic decision‑making.
- Continuously refine onboarding and customer success processes to improve efficiency and satisfaction.
- Build scripts, create documentation, and track key customer interactions using Salesforce and other CX tools.
- 3–7 years in customer success, customer experience, sales, project management, or account management, preferably within SaaS or cybersecurity.
- Familiarity with Salesforce and other customer success tools (e.g., GUIDEcx, Planhat, or similar) is a strong plus.
- Experience managing technical projects.
- Exceptional verbal and written communication skills, with the ability to engage with technical and non‑technical stakeholders at all levels.
- Strong project management skills with the ability to juggle multiple priorities while maintaining attention to detail.
- Proactive, solutions‑oriented mindset with a focus on delivering high‑quality results.
- A customer‑centric approach with a passion for ensuring customers achieve their desired outcomes.
- A collaborative attitude with the ability to work cross‑functionally in a fast‑paced, growth‑oriented environment.
- Bachelor’s degree or equivalent experience in a related field.
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